ClaimWise: SMS Support After a Road Injury

Recovering from a road traffic injury can be challenging – not just physically, but emotionally and practically. Many people find the weeks after an accident overwhelming, particularly when navigating an insurance claim at the same time as managing pain and recovery.

This research project, led by the University of Sydney, is evaluating whether a simple, supportive text message program can help people feel more informed, more supported, and more confident in managing their recovery and their claim.

The program delivers brief informational videos and supportive text messages directly to participants’ mobile phones.

About the study

What is this study about?

We are conducting a randomised controlled trial to evaluate whether an SMS text message support program can improve recovery outcomes for people who have experienced a motor vehicle related injury and lodged a Compulsory Third Party (CTP) insurance claim in NSW.

The program includes short informational videos about the claims process and evidence-based pain self-management strategies, along with supportive text messages. It is designed to complement the usual support participants receive from their healthcare providers and the insurer.

What does the study measure?

The study’s primary outcome is pain self-efficacy which is a person’s confidence in their ability to manage daily life despite pain. We are also looking at satisfaction with the claims process, psychological distress, pain, return to work, and healthcare costs, as well as how acceptable and engaging participants find the program.

Who can take part?

You may be eligible to participate if you:

• Are 18 years or older
• Have lodged a CTP insurance claim following a road traffic related injury in NSW with Allianz Insurance Australia
• Own a smartphone and can receive text messages and watch videos
• Can read English, or can participate with the help of a family member or friend who can translate

What does participation involve?

Participants receive informational videos and support delivered by text message over approximately one month, and complete three short online surveys (at the start, after 30 days, and at four months). Participants are compensated for their time with a gift voucher.

This study has been approved by The University of Sydney Human Research Ethics Committee 2025/HE001079

The trial is  registered with the Australian New Zealand Clinical Trials Registry. (ACTRN12625001043426).

Research Team

This study is led by researchers at the Sydney Medical School, the University of Sydney, based at the Royal North Shore Hospital campus, and is funded by Allianz Insurance Australia.

Professor Claire Ashton-James — Chief Investigator Associate Professor in Pain Management, Sydney Medical School, the University of Sydney. 

Dr Alison Sim — Associate Investigator Postdoctoral Research Officer, Sydney Medical School. 

Dr Ali Gholamrezaei — Associate Investigator Postdoctoral Research Fellow, Sydney Medical School. 

Amy McNeilage — Associate Investigator Senior Research Officer, Sydney Medical School. 

Claire Richardson — Research Assistant Sydney Medical School. 

Resources

Helpful information and support for people recovering from a road traffic injury:

• SIRA (State Insurance Regulatory Authority) — Information about CTP claims and your entitlements in NSW. https://www.sira.nsw.gov.au/claims-assistance
• Pain Management Network (NSW Agency for Clinical Innovation) — Free online resources for understanding and managing pain. https://aci.health.nsw.gov.au/networks/pain-management
• Beyond Blue (1300 22 4636) and Lifeline (13 11 14) — Support for emotional wellbeing and distress.

If you are experiencing a mental health emergency, call 000 or Lifeline on 13 11 14.

(Research outputs and publications from this study will be added to this page as they become available.)

Contact Us

Questions about the study? We’d love to hear from you.

If you have concerns about the conduct of this study, you may contact the Human Research Ethics Committee. 

Human Ethics Manager

Research team