Creating connection: showcasing Suncorp’s Compulsory Third Party (CTP) team members in the moments that matter
At the heart of every great customer relationship is something simple yet powerful: trust. It transforms policyholders into long-term customers and turns ordinary interactions into meaningful moments of connection—and it’s something Suncorp customer teams work hard to earn and maintain every day.
Share
Protecting what matters most to our customers and communities is part of who we are. But we also understand that life can sometimes throw a curveball.
Our Compulsory Third Party (CTP) Claims teams support customers during some of the most challenging moments of their lives—after traumatic experiences that leave them feeling overwhelmed and seeking clarity and reassurance. Meeting their needs with empathy, clarity, and personalised service is key to building trust.
The road to recovery
Suncorp CTP (Compulsory Third Party) Claims Advisor Ainsley Trickett helps those injured in motor vehicle accidents navigate their recovery—a journey that can take weeks, months, or even years. With a background in exercise science and her own experience recovering from an injury sustained during her time in the Defence Force, Ainsley is uniquely equipped to support others through the process.
Under Queensland’s at-fault CTP scheme, Suncorp’s claims team manages recovery not only for our insured drivers but also for injured third parties. These cases can be complex and emotionally charged.
“We start by working with our insured driver, who may or may not be injured themselves,” Ms Trickett said.
“They are often dealing with significant vehicle damage and trying to come to terms with the fact their actions may have caused harm to others.
“It’s a difficult time, but it’s incredibly rewarding to guide our customers through the process and provide the assistance they need.”
Supporting injured people involves collaboration with employers, rehabilitation providers, and medical specialists, ensuring the right elements are in place for a successful recovery. Everyone's journey is different, and Ms Trickett emphasises the importance of tailoring interactions to individual circumstances.
Suncorp Claims Advisor, Ainsley Trickett
We aren’t dealing in cases or numbers—these are real people trying to recover. It’s our job to provide the rehabilitation, resources, and support to make that happen efficiently and effectively.
An individual’s level of autonomy, pre-existing conditions and access to support outside the claim all impact how they prefer to interact and approach their journey, so we take those circumstances into account and adjust our approach to suit.
It takes a village
Suncorp Claims Advisors may be the primary customer contact, but they work alongside a team of other professionals to create recovery and treatment plans for each customer.
Injury Management Advisor Rachel Shipton supports team members like Ms Trickett, recommending the best course of action to facilitate recovery. She also participates in collaborative reviews to progress treatment plans and the claim.
She brings her clinical expertise as a physiotherapist to ensure treatment aligns with the accepted frameworks and best practice guidelines while considering the customer as an individual with unique needs.
Suncorp Injury Management Advisor, Rachel Shipton
Everything we do, every decision we make, places the customer at the centre of that choice or that interaction.
“We simplify and speed up the process by handling the administrative burden so customers can focus on getting well,” she said.
Occasionally, Ms Shipton conducts home visits to assess recovery progress and adjust plans as needed.
“Seeing how someone functions in their home environment helps us assess the effectiveness of their management plan and whether changes need to be made to ensure they are on the right path,” she said.
Ensuring clarity and fairness
CTP cases are often lengthy and complicated. Customer and Technical Advisor (CTA) Yen Bui brings a legal eye to the team by providing regulatory expertise and supporting technically complex claims. CTAs are key to continuous improvement, reviewing customer feedback, addressing capability gaps, and ensuring we meet our obligations.
Part of Ms Bui’s role is to educate the team on the regulation and frameworks that govern the CTP scheme, ensuring everyone understands the purpose and the lines of operation. She works with advisors and leaders to deliver resources that make responding to customer queries more straightforward, especially around complex technicalities that can arise under an at-fault scheme.
Suncorp Customer & Technical Advisor, Yen Bui
It’s not a one-size-fits-all approach. Every case is assessed on its own merits, balancing legislative compliance with a customer-first focus.
Ms Bui also utilises live call listening to identify areas for improvement and deliver a more consistent customer experience.
“Our goal is to provide consistency, ensuring every team member can address customer needs effectively,” she said.
Building trust with truth
Insurance customers seek simplicity, fairness, and confidence in decision-making— something our claims advisors aim to deliver in every interaction.
As a long-term member of the Suncorp team, Senior Claims Advisor Simon Hilton ensures his customers receive clear information in every conversation—even the tricky ones.
“There is no escaping from the fact that decisions won’t suit everyone in an at-fault CTP scheme,” he said.
“We manage these moments by being clear and detailed. We take customers through the evidence and explain the legislation, clarifying how we arrived at the final decision.”
That same clarity and confidence underpins one of the most rewarding aspects of Mr Hilton’s role giving him the ability to meet the needs of people in times of vulnerability or hardship, and making a real difference in their lives.
“As an organisation and team, we’ve put effort into developing strategies and resources to improve the customer experience and help people get back to their life as quickly as possible,” he said.
“We know we are often the only support that person has. They might lack financial resources, have no family, or be otherwise isolated.”
Suncorp Senior Claims Advisor, Simon Hilton
For me to be able to offer support—it’s not just about talking the talk; it’s about walking the walk. It’s about confidence in your internal processes and knowing you can back up your words with action.
“The fact that I can deliver on my promises and make a real difference in their lives is a great feeling to have,” he said.
At Suncorp, trust is at the heart of everything we do. Whether we’re guiding someone through recovery or helping them navigate a complex claim, we focus on empathy, clarity, and keeping our promises.
We know these journeys can be tough, so we’re here to make the process as simple and personal as possible. That’s what makes us more than an insurer—we’re a partner our customers can count on in the moments that matter.
