To streamline the Compulsory Third Party (CTP) process and enhance support for claimants, the Motor Accident Insurance Commission (MAIC) has recently conducted a series of innovative experiments. The goal of these experiments is to address claimant challenges, including claims processing delays and barriers to accessing rehabilitation services. MAIC aims to alleviate the financial burden on claimants, facilitate their return to work, and improve their overall wellbeing by streamlining processes. After a comprehensive review of data, three key experiments were developed:
- Experiment 1: MAIC has partnered with independent medical provider mlcoa to offer MAIC-funded medical certificates via videolink telehealth. This new approach allows claimants to be referred to mlcoa by MAIC, the CTP insurer, or a law firm, with mlcoa completing the medical certificate over a Teams video-link call. This ensures easier and faster access to medical certificates for the claimant.
- Experiment 2: This is a trial of insurers accepting alternative information in cases where obtaining an appropriately completed CTP medical certificate is challenging and costly for the claimant. Alternative information could include hospital discharge documentation, a WorkCover medical certificate, or a CTP medical certificate completed by a Nurse Practitioner or via telehealth. This allows for greater efficiency, accessibility, flexibility and is cost-effective for claimants.
- Experiment 3: An RTF file of the CTP medical certificate was added to the MAIC website. This enables medical centres to add these certificates to their databases. Organisations can now use the RTF CTP Medical Certificate file for their systems.
The MAIC funded medical certificate trial (Experiment 1) commenced on 2 September 2024 and has recently been extended until 30 November 2024. The alternative information trial (Experiment 2) commenced on 9 September 2024 and will also end 30 November.
These initiatives were inspired by the successful 2023 innovation sprint, a collaborative effort between MAIC and the Queensland University of Technology (QUT). The sprint highlighted the potential of innovative solutions in improving the CTP process, and these experiments are a direct result of the insights and ideas generated during that event.
MAIC aims to use the data and stakeholder feedback collected during these experiments to improve the claims experience, alleviate claimant financial burdens, provide claimants with earlier access to insurer-funded rehabilitation, while supporting their recovery, return to work, and mental health.
For more information on the experiments, including eligibility, please contact MAIC Consultation: consultation@maic.qld.gov.au.