MAIC’s role
The Motor Accident Insurance Commission (MAIC) regulates Queensland’s Compulsory Third Party (CTP) insurance scheme.
We oversee the scheme, supervise insurers and monitor the claims management process, while working to keep premiums fair and affordable.
MAIC ensures that insurers follow the rules and laws that apply to them. For more details, see Legislation. and For licensed insurers.
If insurers fail to meet their legal obligations, MAIC can in some situations take action to ensure they comply.
MAIC doesn’t have the legal power to settle individual disagreements between a claimant and insurer on decisions about who will pay for rehabilitation, who was at fault in an accident, or the value of a claim. If disagreements on these issues can’t be worked out between the insurer and the claimant, they may have to be decided by the courts.
See the table below for information on what to do if you disagree with an insurer’s decision.
Claimants and insurer disagreements
If there is a disagreement, claimants and insurers are encouraged to try to resolve the issue informally through open and respectful communication.
If the issue remains unresolved, claimants can ask for an internal review by the insurer.
The table below highlights common disagreement scenarios, identifies who is responsible for addressing them, and provides guidance on next steps if the issue cannot be resolved.
What to do if you disagree with an insurer: Claimant next steps
| Disagreement type | Next steps | Options if still unresolved |
|---|---|---|
| Disagreement about rehabilitation services (e.g., insurer declines funding) |
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| Disagreement about claim form compliance (Insurer says you haven’t provided enough information with your claim form) |
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| Disagreement about who caused the accident (liability) and contributory negligence |
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| Disagreement about medico-legal examinations (independent medical assessments that the insurer may request claimants attend) |
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| Disagreement about compensation or settlement offer |
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| Insurer not responding to internal review requests |
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| Insurer does not respond to a rehabilitation or reimbursement request within the timeframe stated in the Rehabilitation standards for CTP insurers. |
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Insurer compliance or liability decisions given out of time. Insurers have different timeframes for the actions they take. Examples include:
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Insurer internal review and complaints processes
Each insurer outlines their complaints process, including how to request an internal review on their websites. You can find more information through the links to their feedback pages below:
- AAI/Suncorp: How to contact Suncorp Insurance with a complaint
- Allianz: Complaints and disputes
- QBE: CTP complaints
- RACQ: Feedback and complaints (Note: RACQ ceased issuing new CTP policies from 1 October 2023 but will continue managing existing claims.)
Claimant and legal representative disagreements
Disagreements between a claimant and their legal representatives should be directed to:
- The Queensland Law Society, or the
- Legal Services Commission.