None listed
Conditions
Brief summary
Road-traffic injuries are often psychologically distressing; beyond the physical trauma, navigating compensation can heighten feelings of being overwhelmed and lower self-efficacy, which are linked to slower recovery and greater healthcare use. Early, clear information and supportive contact may mitigate distress and improve functional outcomes. Scalable mHealth approaches (e.g., automated SMS) offer a low-cost way to deliver timely reassurance and self-management prompts. This double-blind, two-arm randomised controlled trial (n=254) will test an SMS support program for Allianz NSW CTP claimants. All participants receive usual customer support plus two short videos delivered via SMS links (claims navigation and pain self-management). The intervention arm also receives once-daily supportive SMS for 28 days; the control arm receives the videos only (no SMS). The primary outcome is pain self-efficacy; secondary outcomes include claims satisfaction, pain, psychological distress, return to work, healthcare costs, and feasibility (adoption, engagement/reach, acceptability), assessed post-intervention and at 4 months. We anticipate that participants who receive the SMS text-messages in addition to the videos will feel more confident to manage both their claim and their pain during recovery.
Interventions
Participants in the intervention group will receive two short video resources and a program of supportive text messages, in addition to usual customer support. On Day 0, participants will be sent a video (via SMS link) providing targeted information about the Allianz claims process, co-designed with former claimants and Allianz claims staff (approx 6 minutes). On Day 1, participants will receive a second video (via SMS link) containing brief, evidence-based pain self-management education (approx
Participants in the intervention group will receive two short video resources and a program of supportive text messages, in addition to usual customer support. On Day 0, participants will be sent a video (via SMS link) providing targeted information about the Allianz claims process, co-designed with former claimants and Allianz claims staff (approx 6 minutes). On Day 1, participants will receive a second video (via SMS link) containing brief, evidence-based pain self-management education (approx. 5 minutes), including strategies such as relaxation techniques, thought management, distraction, and seeking social support. From Day 2 onwards, participants will receive one supportive text message per day for 28 consecutive days. These messages are brief (160–320 characters), written in simple language, and are designed to reinforce the information provided in the videos, encourage proactive engagement with the claims process, remind participants of behavioural pain self-management strategies, and provide reassurance, validation, and encouragement during recovery. Messages are standardised by day, personalised with participants’ first names in some cases, and delivered at no cost to participants between 9 AM and 5 PM (local time). Adherence to the intervention (watching the videos, reading text messages) will be self-reported by participants in a survey at the end of the trial.
Participants in the intervention group will receive two short video resources and a program of supportive text messages, in addition to usual customer support. On Day 0 and Day 1, participants will be sent a video (via SMS link) providing targeted information about the Allianz claims process, co-designed with former claimants and Allianz claims staff (approx 6 minutes). From Day 2 onwards, participants will receive one supportive text message per day for 28 consecutive days. These messages are b
Participants in the intervention group will receive two short video resources and a program of supportive text messages, in addition to usual customer support. On Day 0 and Day 1, participants will be sent a video (via SMS link) providing targeted information about the Allianz claims process, co-designed with former claimants and Allianz claims staff (approx 6 minutes). From Day 2 onwards, participants will receive one supportive text message per day for 28 consecutive days. These messages are brief (160–320 characters), written in simple language, and are designed to reinforce the information provided in the videos, encourage proactive engagement with the claims process, and provide reassurance, validation, and encouragement during recovery. Messages are standardised by day, personalised with participants’ first names in some cases, and delivered at no cost to participants between 9 AM and 5 PM (local time). Adherence to the intervention (watching the videos, reading text messages) will be self-reported by participants in a survey at the end of the trial.
Sponsors
The University of Sydney
Study design
Allocation
Randomised controlled trial
Intervention model
Parallel
Primary purpose
Treatment
Masking
Blinded (masking used) (Subject, Caregiver, Investigator, Outcomes Assessor)
Eligibility
Sex/Gender
All
Age
18 Years to No maximum
Healthy volunteers
No
Inclusion criteria
Inclusion: - Lodged Compulsory Third Party (CTP) claim with Allianz - Owns smartphone and can receive SMS - Able to read English or supported by a translator - Willing to complete digital surveys
Exclusion criteria
- Cognitive impairment or language limitations preventing survey completion - Inability to engage with digital content due to medical/mental health status
Outcome results
None listed