MAIC publishes first Claims Management Standard

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The Motor Accident Insurance Commission (MAIC) published its first Claims Management Standard on Monday 1 February 2021.

The standard provides a minimum benchmark for how insurers should manage Compulsory Third Party (CTP) insurance claims to ensure transparency, fairness and consistency.

Claims Management Standard 510: Surveillance (CMS 510) outlines important considerations for CTP insurers conducting surveillance, including what circumstances surveillance is appropriate, how it should be conducted and the requirements for handling surveillance materials.

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.

The standards apply to the management of claims from the date of publication and as updated from time to time, whether the claim was made before or after that date. However, they do not apply retrospectively to past claims and past claims decisions.

As the regulator of CTP insurance in Queensland, MAIC works closely with insurers to consult with them on their standards.


“We aim to provide clear guidance for insurers so that together we can facilitate a positive experience for people with CTP insurance claims,” MAIC General Manager, David Vincent said.

“It’s part of our ongoing collaboration with insurers and legal practitioners to handle claims fairly and consistently so people receive the support they need to recover from injury,” David said.

MAIC will monitor insurer compliance with the standards and reserve the right to take action in line with their CTP Insurer Enforcement Approach if an insurer breaches the standards.

To learn more about the Claims Management Standards visit the MAIC website or contact MAIC.

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