Table 3 Fairness perceptions about the claims process, claims management, medical assessments, lawyer involvement, and dispute process
Claims process | NSWa | VICa | χ2 | P |
|---|---|---|---|---|
It is easy to fill out forms | 45/97 (46Â %) | 62/80 (78Â %) | 17.75 | < .001 |
It is easy to support claim | 50/97 (52Â %) | 70/82 (85Â %) | 23.00 | < .001 |
Claim duration is acceptable | 44/96 (46Â %) | 70/84 (83Â %) | 27.13 | < .001 |
Compensation received so far is fair | 45/98 (46Â %) | 60/81 (74Â %) | 14.50 | < .001 |
Overall claim process is fair | 44/96 (46Â %) | 70/83 (84Â %) | 28.54 | < .001 |
Claims management | ||||
The claims manager… | ||||
 takes views/feelings into account | 39/96 (39 %) | 62/82 (76 %) | 22.05 | < .001 |
 manages claim objectively | 41/96 (42 %) | 78/84 (93 %) | 50.29 | < .001 |
 uses correct information | 43/96 (45 %) | 75/82 (92 %) | 43.11 | < .001 |
 provides information | 44/96 (46 %) | 71/83 (86 %) | 30.56 | < .001 |
 explains procedure | 33/96 (34 %) | 64/79 (81 %) | 38.15 | < .001 |
 communicates timely | 39/95 (41 %) | 66/84 (79 %) | 25.88 | < .001 |
 is polite | 66/96 (67 %) | 78/82 (95 %) | 19.90 | < .001 |
 is respectful | 63/96 (64 %) | 78/84 (93 %) | 19.58 | < .001 |
 approves treatment needed | 56/98 (57 %) | 76/82 (93 %) | 28.84 | < .001 |
 approves treatment promptly | 51/98 (52 %) | 68/82 (83 %) | 19.01 | < .001 |
 approves other services promptly | 37/98 (37 %) | 49/73 (67 %) | 14.43 | < .001 |
Medical assessments | ||||
The medical assessor… | ||||
 provided information | 26/52 (50 %) | 3/8 (38 %) | - | - |
 explained procedure | 27/52 (52 %) | 5/8 (63 %) | - | - |
 examined unbiased | 21/52 (40 %) | 3/8 (38 %) | - | - |
 was polite | 35/52 (67 %) | 6/8 (75 %) | - | - |
 was respectful | 35/52 (67 %) | 5/8 (63 %) | - | - |
Number of assessments was acceptable | 34/53 (64Â %) | 7/8 (88Â %) | - | - |
Lawyer involvement | ||||
The lawyer… | ||||
 provided information | 57/66 (86 %) | 8/10 (80 %) | - | - |
 explained procedure | 57/66 (86 %) | 8/10 (80 %) | - | - |
 communicated timely | 55/66 (83 %) | 8/10 (90 %) | - | - |
 was polite | 64/66 (97 %) | 11/11 (100 %) | - | - |
 was respectful | 61/66 (92 %) | 11/11 (100 %) | - | - |
The lawyer made the process easier | 56/66 (85Â %) | 8/11 (73Â %) | - | - |
Dispute process | ||||
Decision maker … | ||||
 provided information | 0/2 (0 %) | 1/1 (100 %) | - | - |
 explained procedure | 0/2 (0 %) | 1/1 (100 %) | - | - |
 communicated judgment | 0/2 (0 %) | 1/1 (100 %) | - | - |
 was polite | 2/2 (100 %) | 1/1 (100 %) | - | - |
 was respectful | 2/2 (100 %) | 1/1 (100 %) | - | - |
Dispute process was stressful | 2/2 (100Â %) | 1/1 (100Â %) | - | - |