Webinar reveals latest claim portal developments

Woman using laptopOn Wednesday 15 September, MAIC delivered a webinar to showcase the online tools it provides for managing compulsory third-party (CTP) insurance claims.

Legal practitioners who joined the session heard the latest updates on the Queensland CTP claim portal. The portal is a one-stop-shop featuring an online claim form, medical certificate, rehabilitation and reimbursement request and treatment plan.

General Manager of MAIC, David Vincent, says the claim portal was devised from our commitment to continuously improve the CTP insurance scheme for Queenslanders.

“The Queensland CTP claim portal aims to help people recover more quickly and fully from injuries sustained in motor vehicle crashes. It supports this by simplifying the process of managing claims for everyone involved.”

“In the spirit of continuous improvement and co-designing solutions with our stakeholders, the recent webinar showcased the latest developments and offered insight into further solutions we’re exploring,” Mr Vincent said.

The online claim form (eNOAC) was the premier solution released in December 2020 and has received various enhancements since its launch. With updates to its appearance, usability and functionality, it’s worth revisiting if you haven’t seen it for a while.

When submitting an online claim form, individuals or their legal practitioners can leverage a new online medical certificate that’s embedded in GP clinical software and linked to the portal. Users can opt to receive an email with an ID code and instructions to guide their medical practitioner through completing the form at their appointment.

Online rehabilitation and reimbursement requests also offer an efficient and secure way for people to submit requests to CTP insurers. For insurers receiving requests, the system also makes it easy to identify the type of request and alleviates the administrative burden involved with processing it.

To further expedite the journey to recovery, the Queensland CTP claim portal enables treatment providers to submit a treatment plan online for how they propose to help someone recover from injury.

As well as showcasing existing features of the claim portal, the webinar unveiled other exciting developments that the team has underway.

Feedback from legal practitioners indicated that the online claim form would benefit from removing the need to print and sign claim forms and have them witnessed. MAIC is exploring how digital signatures might replace written signatures while maintaining security to deter fraud and claim farming. Consultation is underway with key stakeholders and technological and policy solutions are being explored. Watch this space.

In close collaboration with Queensland Police Service, the team is also identifying opportunities to improve the process of reporting motor vehicle crashes to police. This step of lodging a claim could unlock efficiencies for individuals and their legal representatives as well as staff processing reports.

MAIC is also exploring a new security model that would enable law firms to manage their own teams’ access to the portal. Law firms could nominate staff members to be ‘super users’ and be able to provide and revoke access for employees.

Got an idea that would improve the experience of managing CTP insurance claims? Let us know via innovate@maic.qld.gov.au or watch the webinar recording to learn more.

Last modified 14 October 2021

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