Rehabilitation and Queensland’s CTP insurance scheme
Injured in a motor vehicle accident?
Check out our self-help guides to support your recovery from whiplash and other injuries.
Compulsory Third Party (CTP) insurance helps people injured in motor vehicle accidents (caused wholly or partly by another driver) access insurer-funded treatment and rehabilitation.
Treatment and rehabilitation under the CTP scheme aims to help you return to your pre-injury level of function. If full recovery isn’t possible, rehabilitation focuses on helping you learn new skills or new ways of doing things. If rehabilitation is needed, it should be provided as soon as possible after the injury to help you achieve the best outcome. Ask your doctor whether they think you need rehabilitation services.
Here’s Madeline.
She’s enjoying her life again after experiencing a motor vehicle accident caused by somebody else.
Madeline was injured and taken to hospital for treatment.
Although her injuries were not severe, they were serious enough to affect her ability to work and get her children to their after-school activities.
Thanks to a friend’s advice, Madeline discovered she could make a Queensland compulsory third party claim against the CTP insurer of the vehicle that caused the crash and receive rehabilitation services at no cost to her.
Madeline was able to receive rehabilitation such as medical consultations, physiotherapy, psychological counselling, medication and a return-to-work program that was designed for her.
To start the process, Madeline visited the website for the Motor Accident Insurance Commission also known as MAIC. She found the information she needed to lodge a Notice of Accident Claim form, including medical certificate, with the CTP insurer of the vehicle that caused the crash.
Once the CTP insurer reviewed her claim, they were able to help provide her with reasonable and appropriate treatment and rehabilitation services as prescribed by her medical professionals.
Madeline also was proactive in her own recovery by
Attending all recommended rehabilitation and treatment services.
And resuming some work and home duties as soon as possible while under the guidance of her doctor and rehabilitation providers.
By following these steps and staying in regular contact with the CTP insurer and her medical service providers, Madeline had peace of mind and was soon feeling much better.
You may be able to receive the same help.
Visit the MAIC website for more information.
Disclaimer: The information contained within this video is for information and education only. It is not intended to be a substitute for professional legal advice. All claims for compensation are assessed individually. Please discuss your specific situation with the CTP insurer managing your claim or with your lawyer if you are legally represented. If you are unsure of your legal rights, a lawyer can advise you.
Paying for rehabilitation
Before you can get insurer approval or seek reimbursement for your treatment and rehabilitation expenses, you must first submit your Notice of Accident Claim Form. See Submitting a claim.
For information on what the CTP insurer may fund, see What can be claimed. You can also contact the insurer of the vehicle that may have caused the accident to discuss funding.
It’s best to get the insurer’s approval for rehabilitation services before your appointment, so you know the costs will be covered. Once approved, your rehabilitation or treatment provider can send the invoice straight to the insurer for payment.
How to get approval from the insurer
After you have submitted your Notice of Accident Claim Form, the insurer may contact you to discuss your rehabilitation needs.
For more information on what to expect after you have submitted your Notice of Accident Claim Form, see Claim processing and settlement.
The information in your medical certificate and claim form may help the insurer understand if rehabilitation is needed.
Once you have submitted your Notice of Accident Claim Form, you can contact the insurer if you, or your medical or rehabilitation provider, think you need rehabilitation. You can:
- request rehabilitation online through the Queensland CTP portal
- contact the CTP insurer directly to request funding for your rehabilitation
- contact the insurer through your lawyer (if you have one).
Please note: Insurers have 10 days to respond to rehabilitation requests.
Reimbursements
If you have paid for rehabilitation and would like to be reimbursed, please provide the insurer with a valid receipt and any supporting documentation. Once you have submitted your Notice of Accident Claim Form, you can do this online through the Queensland CTP portal or by contacting the CTP insurer of the vehicle that may have caused the accident.
Please note: Insurers have 10 days to decide if a reimbursement request is reasonable and appropriate. There is no guarantee that an insurer will continue to pay for ongoing treatment if it was not approved before it was provided. That’s why it is best to seek approval before your appointment, where possible.
Working after injury
Most people injured in motor vehicle accidents recover quickly and can remain working during the rehabilitation process. Continuing at work, even in a reduced capacity, has important health and wellbeing benefits.
Some people need extra support to return to work because of the severity of their injury or the type of work they do. Returning to work and activity early can reduce the risk of long-term disability and help you to stay in the workforce.
If your claim is denied
If the insurer denies liability, you are responsible for your own treatment and rehabilitation expenses.
You may be reimbursed for these costs if it is later determined the insurer is liable. In the meantime, you may be able to claim some or all of the costs from Medicare or through private health insurance and/or other personal injury insurance. You can also access rehabilitation via government-funded services, such as public hospitals or community health centres. Your general practitioner (GP) or hospital doctor/therapist can advise on these services.
Rehabilitation disputes
For information on what to do if you disagree with an insurer’s rehabilitation decision, please visit Resolving claims disagreements.
Road to Recovery brochure
Road to Recovery is for people injured in a motor vehicle accident who have made a CTP insurance claim in Queensland.
It explains why rehabilitation is important, how to access funding for treatment, and what you and the CTP insurer need to do. The brochure was developed with input from health experts, lawyers, and insurers to provide clear, practical guidance to support your recovery and help you navigate your CTP claim.