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. For more information, see Legislation.
The standards apply to the management of claims from the date they are published, including any later updates. They apply to all claims, regardless of whether the claim was made before or after that date. However, the standards do not apply retrospectively to past claims or previous claims decisions.
The standards set a minimum benchmark for how insurers should manage Compulsory Third Party (CTP) insurance claims. Their purpose is to improve outcomes for people who lodge CTP claims by promoting fairness, transparency and consistency in claims management.
The Explanatory notes provide background information, outline the purpose and explain the guiding principles for the establishment of the standards and must be read with each standard, as and when published.
View our table of standards below and stay tuned for the publication of further standards related to claims management.
| Document name | Document short name / link to PDF | Date issued | Prior version/s |
|---|---|---|---|
| Explanatory Notes: Claims Management Standards | Explanatory Notes: Claims Management Standards | 24 May 2023 | 1 Feb 2021 |
| Claims management standard 510: surveillance (CMS 510) | Claims management standard 510: surveillance (CMS 510) | 1 July 2021 | 1 Feb 2021 |
| Claims Management Standard 910: Unrepresented Claimants (CMS 910) | Claims Management Standard 910: Unrepresented Claimants (CMS 910) | 1 March 2026 | – |
We monitor insurer compliance with these standards and reserve the right to take action in accordance with our CTP Insurer Enforcement Approach where a breach is identified.
If you have questions about our standards, please contact us.