The NSW State Insurance Regulatory Authority is launching new customer service conduct standards for insurers who engage with people making a compulsory third party or workers’ compensation claim.

Insurers must be efficient and easy to engage, act fairly, and with empathy and respect, resolve customer concerns quickly, respect customers’ time, and be proactive, implement systems to identify and address customer concerns, and be accountable for actions and honest in customer interactions.

The NSW Government will also measure insurers’ performance against the principles and publish the results.

Customer Service Minister Victor Dominello says the principles will strengthen industry standards so people are better supported. More than 100,000 people each year are injured on the road or at work and make a compensation claim.