Rating of insurer type services

Injured workers were asked to rate the performance of the agency providing insurance type services on a number of aspects relating to the way in which the insurer handled the injured worker’s claim. The performance of the insurer was rated on a one to five point scale where one was “poor” and five was

“excellent”. The insurers were rated on:

Attitude of the insurer to claim;

The way in which the insurer responded to enquiries;

Providing accurate information;

Helpfulness;

Understanding the worker’s situation;

Communicating with worker;

Giving advice about claim; and

Giving advice about rights.

Question:  Now I am going to read out a list of different statements about the insurer handling your claim. For each statement how would you rate the insurer on a scale of 1 to 5 where 1 is poor and 5 is excellent.

In 2008/09 Victorian injured workers rated their insurer performance lower than the national average on all measures. A particularly poor response was seen for the item 'response to enquiries', which fell from 3.5 in 2007/08 to just 2.5 in 2008/09.