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 (46 %) | 62/80 (78 %) | 17.75 | < .001 |
| It is easy to support claim | 50/97 (52 %) | 70/82 (85 %) | 23.00 | < .001 |
| Claim duration is acceptable | 44/96 (46 %) | 70/84 (83 %) | 27.13 | < .001 |
| Compensation received so far is fair | 45/98 (46 %) | 60/81 (74 %) | 14.50 | < .001 |
| Overall claim process is fair | 44/96 (46 %) | 70/83 (84 %) | 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 (64 %) | 7/8 (88 %) | - | - |
| 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 (85 %) | 8/11 (73 %) | - | - |
| 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 (100 %) | 1/1 (100 %) | - | - |
Notes. The answer scale to all justice questions was strongly agree, agree, neither agree nor disagree, disagree, strongly disagree, which was dichotomised into strongly disagree, disagree, neither agree nor disagree versus agree, strongly agree
acolumn displays the number of participants that strongly agreed/agreed with the statement divided by the total number of participants that answered the question
- = The number of participants is too small to conduct further analyses