The latest NSW compulsory third party scheme review has recommended trauma training for all claims managers and a requirement for insurers to make clear how people can participate in decision reviews.

State parliament’s Standing Committee on Law and Justice also says the State Insurance Regulatory Authority should work closely with insurers to make premium calculations available.

“There remains a lack of transparency and equity in the calculation of CTP premiums,” chair Greg Donnelly said.

“Specific categories of road users had ongoing concerns with the application of vehicle classes and transparency in the calculation of premiums, with motorbike riders, bus companies and the taxi industry referring to inequitable or opaque policies.”

While taxis and ride-share vehicles are essentially doing the same job, in NSW they pay different CTP premiums. The committee recommends a single class of insurance premium for both, as is the case in Queensland and Victoria.

“We are calling on the NSW government to make this change within the next six months. This disparity has been in place for over 10 years; it is time it is solved.”

All claims managers should undertake training to ensure dealings with claimants are “trauma-informed”, the committee says. SIRA and insurers should establish information-sharing systems to avoid repetition.

“The importance of minimising the number of times claimants have to tell their story as they move through the claims process was emphasised as a key means of reducing the risk of re-traumatising individuals, particularly family members of those killed or traumatically injured in a motor crash,” Mr Donnelly said.

The committee also says adjustment disorder should be removed from the definition of threshold injury. Claimants with depression may receive that diagnosis, limiting their entitlements.

Many insurers do not appear to be properly informing claimants how to participate in internal reviews of claim decisions, the committee’s report says. It calls for “clear and accessible guidance ... and that insurers must be required to provide this information to claimants”.

The scheme is underwritten by five insurers under six licences issued by SIRA: Allianz, NRMA Insurance, QBE, Suncorp (through its AAMI and GIO brands) and Youi.

The government is required to table its response to the review by July 23. See the report here.