Claimants will be better protected thanks to the Motor Accident Insurance Commission’s (MAIC) new Claims Management Standard for unrepresented claimants. The new Standard, and accompanying Unrepresented claimants information sheet, has been designed to help unrepresented claimants navigate the claim journey.
This initiative reinforces our commitment to safeguarding claimants and ensuring that licensed insurers uphold their legislative obligations under Queensland’s Compulsory Third Party (CTP) insurance scheme.
The Claims Management Standard (CMS910) is designed to enhance transparency and improve communication between insurers and claimants, particularly those navigating the claims process without legal representation. These resources aim to provide clarity and support, ensuring claimants have a better understanding of their responsibilities and the claims process.
Key features of the Claims Management Standard
The standard outlines several important requirements for insurers to follow when handling claims from unrepresented claimants:
- timely communication: insurers must respond to written communications within 10 days. For the initial compliance response to a Notice of Accident Claim (NOAC) form, insurers must reply within 14 days.
- clear communication channels: insurers must provide claimants with the name, position title, phone number and email address of the claims officer managing their claim, along with an alternative contact if the officer is unavailable.
- legal advice reminder: insurers must remind claimants at key stages of the claims process that they can seek legal advice at any time. Claimants may choose to work directly with the insurer or engage a lawyer to act on their behalf.
- settlement transparency: insurers must clearly outline any settlement offers, including an explanatory statement to help claimants understand the terms of the offer.
- special protections for vulnerable claimants: when settling claims for minors or claimants under legal incapacity, insurers must comply with existing legislation requiring court or Public Trustee approval to ensure fairness and compliance.
Strengthening protections for claimants
We remain dedicated to supporting individuals injured in motor vehicle accidents in Queensland and ensuring the integrity of the CTP insurance scheme.
For more information, please refer to the: