Claims Management Standards

The Claims Management Standards and Explanatory Notes (standards) apply to claims made under the Motor Accident Insurance Act 1994 (Qld) (MAI Act) and the Motor Accident Insurance Regulation 2018 (Qld) (MAI Regulation) and should be read with the legislation.

The standards apply to the management of claims from the date of publication and as updated from time to time, whether the claim was made before or after that date. However, they do not apply retrospectively to past claims and past claims decisions.

Our standards provide a minimum benchmark for how insurers should manage Compulsory Third Party (CTP) insurance claims. They aim to improve outcomes for people who lodge CTP insurance claims by promoting fairness, transparency and consistency in claims management.

We are developing a series of standards with the first, CMS 510: Surveillance, published on 1 February 2021. The Explanatory Notes, also published on 1 February 2021, provide the background, purpose and guiding principles for the establishment of the standards and must be read with each standard, as and when published.

See below our table of standards and stay tuned for the publication of further standards related to claims management.

Reference Name of standard Link to PDF Effective date
EN Explanatory Notes Explanatory Notes (PDF, 256KB) 1 February 2021
CMS 510 Surveillance CMS 510 Surveillance (PDF, 197KB) 1 February 2021

We will monitor insurer compliance with these standards and reserve the right to take action in line with our CTP Insurer Enforcement Approach (PDF, 38KB) if an insurer breaches the standards.

For enquiries about our standards, please contact us.

Last modified 28 January 2021


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