Table 3 Problems experienced during the compensation process

Communication

Never returned calls, no initiative from the insurer side

Lack of information

Determining compensation

Exceeding the $5000 limit of the no-fault claim

Not being (sufficiently) compensated for costs

Having to prepay costs and then seek reimbursement

Waiting for loss of wages to be paid

Claim settlement taking too long or feeling pressured to settle

Medical treatment and assessment

Reimbursement for treatment not being approved

Waiting for treatment approval

Discussing causality/having to provide entire medical history

Having to undergo numerous medical assessments

Paperwork

Too much, too difficult, time consuming, repetitive

Liability assessment

Discussions about who was at fault