Our response to COVID-19

We are dedicated to protecting the health and wellbeing of Queenslanders.

Our CTP insurance scheme in Queensland is strong and we are well placed to manage impacts of COVID-19.

Collaboration between MAIC and key stakeholders is a hallmark of our scheme’s success and will help us to navigate the challenges presented by COVID-19.

Please view the below information that’s relevant to you and stay tuned for updates as the situation unfolds.

Our team is here to help, and we are still open from 8.30am to 4pm, Monday to Friday. Please don’t hesitate to get in touch if we can assist you.

Our team is still available to help between 8.30am and 4pm from Monday to Friday.

We are working hard with departments across the Queensland Government to best support Queensland motorists during this unprecedented time.

To assist with managing the cost of registration and CTP insurance for your vehicle, you can now choose to pay your registration and CTP insurance monthly. Learn more.

The Department of Transport and Main Roads (TMR) has made it easier for anyone wanting to cancel their vehicle registration due to the impacts of COVID-19.

Upon cancellation, you will receive a refund of the unused components of your registration fee and CTP insurance.

To gain a refund simply complete the Department of Transport and Main Roads’ cancellation form electronically and email it to regocancellations@tmr.qld.gov.au. Learn more.

We will use a flexible approach to progress your CTP insurance claim. We will work with you and your lawyer to meet the requirements necessary to keep your claim moving.

We are committed to ensuring you get access to early rehabilitation and will work with you, your lawyer and health providers to help you on the road to recovery.

Our team is here to help, and we are still open from 8.30am to 4pm, Monday to Friday. Please don’t hesitate to get in touch if we can assist you further.

Our CTP insurance scheme in Queensland is strong and we are well placed to manage impacts of COVID-19. Collaboration between MAIC and key stakeholders is a hallmark of our scheme’s success and will help us to navigate the challenges presented by COVID-19.

We are actively engaging with CTP insurers, lawyers and injury managers to assess and where possible mitigate the impact that COVID-19 is having on people injured in motor vehicle accidents with CTP insurance claims.

We continue to follow the advice and recommendations from Queensland Health as the best source of accurate, up-to-date information on COVID-19. Queensland Health provides information across multiple platforms, including:

Our team is still available to help between 8.30am and 4pm from Monday to Friday. Please don’t hesitate to get in touch if we can assist you.

We encourage a flexible approach to claims management; especially in cases where claimants and service providers are affected by the virus and this impacts the ability to meet claim compliance timeframes. Equally, if insurer service levels are impacted by staffing shortages, flexibility should apply all round.

We acknowledge that there may be some challenges for claimants in obtaining the information required to lodge their Notice of Accident Claim (NOAC) forms. It may not be possible for some claimants to attend their local police station to report the accident over the counter and obtain a valid QP number. In these circumstances, we encourage claimants use the Report of Traffic Incident to Police form (PDF, 117KB) to assist in reporting remotely via post or email. Police station contact details can be found on the Queensland Police Service website.

Similarly, access to medical practitioners to obtain a completed CTP Medical Certificate may be limited. We encourage lawyers and insurers to communicate issues surrounding any difficulties in a timely manner, so that interim alternative measures can be considered where appropriate. Obtaining medical records or accepting the use of telehealth or video consultations may be an option in some circumstances.

CTP claims managers may also wish to discuss with their claims management staff procedures and/or guidelines for waiving certain requirements for compliance when a claimant or service has been impacted by COVID-19, and there are reasonable, alternative ways of obtaining the required information. As always, compliance decisions should be made on a case-by-case basis with consideration to all the details related to the claim.

Where injured people cannot gain access to medical and allied health treatment providers, insurers and lawyers should work collaboratively on solutions. Some claimants may find that returning to work is not feasible. It would be unfair to assert that a claimant is not mitigating their loss in such circumstances, but equally would be unjust for claimants to take advantage of the situation in some way.

Where a claimant is required to attend an Independent Medical Examination (IME), insurers and lawyers should work with IME providers to determine appropriate arrangements. This may include use of joint medico legal appointments, telehealth or video consultations where it reasonable to do so. Travel arrangements for claimants to attend upon IMEs may also need to be reconsidered in some cases, as it may no longer be possible or appropriate for the claimant to travel to appointments. Provider screening procedures should be communicated and strictly adhered to by all parties.

Compulsory conferences and informal conferences should continue to be used to resolve claims in a fair and timely manner. Ordinarily, personal attendance at conferences is encouraged. However in the current environment, this is not practical, and insurers and lawyers will need to take a more pragmatic approach to claim resolution in ways that observe public health directions or recommendations, such as using video or teleconferences.

COVID-19 protocols

To provide a level of assurance to all stakeholders, the four CTP providers in Queensland – Allianz, QBE, RACQ Insurance, Suncorp, the Queensland Law Society and the Australian Lawyers Alliance, Queensland Branch with the assistance of the Motor Accident Insurance Commission have agreed to the following protocols regarding:

Our team is here to help, and we are still open from 8.30am to 4pm, Monday to Friday. Please don’t hesitate to get in touch if we can assist you.

We encourage a flexible approach to claims management; especially in cases where claimants and service providers are affected by the virus and this impacts the ability to meet claim compliance timeframes. Equally, if insurer service levels are impacted by staffing shortages, flexibility should apply all round.

We acknowledge that there may be some challenges for claimants in obtaining the information required to lodge their Notice of Accident Claim (NOAC) forms. It may not be possible for some claimants to attend their local police station to report the accident over the counter and obtain a valid QP number. In these circumstances, we encourage claimants use the Report of Traffic Incident to Police form (PDF, 117KB) to assist in reporting remotely via post or email. Police station contact details can be found on the Queensland Police Service website.

Similarly, access to medical practitioners to obtain a completed CTP Medical Certificate may be limited. We encourage lawyers and insurers to communicate issues surrounding any difficulties in a timely manner, so that interim alternative measures can be considered where appropriate. Obtaining medical records or accepting the use of telehealth or video consultations may be an option in some circumstances.

Where injured people cannot gain access to medical and allied health treatment providers, insurers and lawyers should work collaboratively on solutions. Some claimants may find that returning to work is not feasible. It would be unfair to assert that a claimant is not mitigating their loss in such circumstances, but equally would be unjust for claimants to take advantage of the situation in some way.

Where a claimant is required to attend an Independent Medical Examination (IME), insurers and lawyers should work with IME providers to determine appropriate arrangements. This may include use of joint medico legal appointments, telehealth or video consultations where it reasonable to do so. Travel arrangements for claimants to attend upon IMEs may also need to be reconsidered in some cases, as it may no longer be possible or appropriate for the claimant to travel to appointments. Provider screening procedures should be communicated and strictly adhered to by all parties.

Compulsory conferences and informal conferences should continue to be used to resolve claims in a fair and timely manner. Ordinarily, personal attendance at conferences is encouraged. In the current environment, however, this is not practical, and insurers and lawyers will need to take a more pragmatic approach to claim resolution in ways that observe public health directions or recommendations, such as using video or teleconferences.

COVID-19 protocols

To provide a level of assurance to all stakeholders, the four CTP providers in Queensland – Allianz, QBE, RACQ Insurance, Suncorp, the Queensland Law Society and the Australian Lawyers Alliance, Queensland Branch with the assistance of the Motor Accident Insurance Commission have agreed to the following protocols regarding:

Our team is here to help, and we are still open from 8.30am to 4pm, Monday to Friday. Please don’t hesitate to get in touch if we can assist you.

Due to the impacts of COVID-19, we appreciate it may be difficult to provide in person services and treatments to Queensland CTP claimants. MAIC encourages health providers to access telehealth services where it is reasonable and appropriate. Health providers are to discuss telehealth service options with the relevant insurer for pre-approval and treatment plans should be updated accordingly. Health providers are responsible for the quality and appropriateness of the service provided.

We encourage all claimants, lawyers and insurers to work collaboratively to discuss how technology and other non-traditional methods of service delivery can be best utilised to support claimants, especially our most vulnerable Queenslanders, during this time. Rehabilitation requests should always be discussed with the relevant insurer to ensure services are reasonable and appropriate and that relevant approvals are in place.

MAIC has supported the development of the Whiplash Injury Recovery Booklet, which is a self-help guide designed to help claimants recover from whiplash injury and to help supplement care being provided by a health professional. The booklet contains a number of exercises, including exercise videos claimants can perform at home, to help reduce neck pain and aid in recovery from a whiplash injury. Health providers are welcome to share this resource with their clients where reasonable and appropriate to do so.

We encourage health practitioners to work with Queensland Health and their peak bodies to continue to treat people injured in motor vehicle accidents, while also taking infection control measures.

Our team is here to help, and we are still open from 8.30am to 4pm, Monday to Friday. Please don’t hesitate to get in touch if we can assist you.

Our CTP insurance scheme in Queensland is strong and we are well placed to manage impacts of COVID-19. We remain alert because circumstances can change quickly.

Collaboration between MAIC and key stakeholders, such as our research and grants partners, will enable us to continue supporting Queensland motorists and claimants during this challenging time.

Our team is here to help, and we are still open from 8.30am to 4pm, Monday to Friday. Please don’t hesitate to get in touch if we can assist you further.

Last modified 20 May 2020