Joanna Boyce worked as a physiotherapist and was a talented soccer player before a car crash changed her life seven years ago, leaving her struggling to walk more than a few metres.

Key points: Allianz has rejected Joanna Boyce's claim of more than 10 per cent impairment

Allianz has rejected Joanna Boyce's claim of more than 10 per cent impairment The insurer says it has offered Ms Boyce three settlements, the latest being $1.5 million

The insurer says it has offered Ms Boyce three settlements, the latest being $1.5 million The claims handling process is currently not considered a financial service under the Corporations Act

"I was stopped in traffic and this van hit me from behind," Ms Boyce told ABC News when she returned to the scene of the June 2012 crash.

Ms Boyce suffered serious injuries to her pelvis and bladder and has been unable to work since.

She said sitting up straight resulted in pain and just leaving the house was "a big deal".

Physical injuries have not been the only battle for Ms Boyce in the wake of the crash — she has also been locked in a seven-year fight with the third-party insurer of the other vehicle, Allianz.

Allianz has rejected Ms Boyce's claim of more than 10 per cent impairment, a threshold which would allow compensation for pain and suffering.

The resulting legal battle has cost her hundreds of thousands of dollars, and when added to her medical expenses, she said it was nearly $1 million.

"I think they just find that if they keep pushing people give in because you can't keep fighting forever," Ms Boyce said.

Joanna Boyce was stopped in traffic when a van hit her car from behind. ( Supplied: Joanna Boyce )

Claimants face legal 'vortex'

Insurance law and personal injury specialist Andrew Stone SC has seen the good and the bad.

Despite efforts to streamline and simplify the insurance claims system, the barrister said problems for claimants remained.

"For the individual who just wants their case over, they suddenly find themselves caught in this vortex of endless legal arguments over their entitlements," he said.

"Some people get a rails run through the system with the insurer being cooperative and easy to get along with.

"Other people, for whatever reason, whether it's the insurer doesn't like the look of the claim or doesn't like aspects of the claim, they can have a horrific time that gets them caught up in the system for years."

For Ms Boyce, the search for a medical opinion that will end the dispute with Allianz has contributed to her struggle with the system.

She said she was forced to see 15 doctors in one year, including an independent government-appointed doctor, who found in her favour but was rejected by the insurer.

Allianz told the ABC it has great sympathy for Ms Boyce and has made three offers to settle the case, the latest being $1.5 million.

However, Ms Boyce said that comes nowhere near covering the losses she has suffered, considering she is faced with the prospect of never working again.

Calls for greater transparency and accountability

The insurance claims handling process is currently not considered a "financial service" under the Corporations Act, meaning consumer protections afforded in other cases do not apply.

The banking royal commission recommended removing the exclusion for both life insurance and general insurance products, with Commissioner Kenneth Hayne finding claims handling "is as much the provision of a financial service as any other financial service".

The Government agreed to take action on the recommendation and Treasury has issued a consultation paper on removing the exemption, but it is yet to be enacted.

Col Fullagar earns his living representing disgruntled clients in their fights with insurers. He said insurance companies were not publicly accountable and transparent.

He wants an online ratings tool for insurance companies, saying it would force the industry to lift its game.

Col Fullagar from Integrity Resolutions says insurance companies are not publicly accountable. ( ABC News: Ross Byrne )

"Where the individual, the member of the public, the adviser, the journalist, has the opportunity to rate the insurance company in particular areas," he said.

Seven years after the car crash that was not her fault, Ms Boyce wants a fair settlement and an end to the legal battle.

"If I didn't have my family and a husband who can work and things, I don't know where we would be," she said.