Keep up to date with COVID-19 developments
The CTP Regulator understands COVID-19 has created an exceptional set of circumstances that may impact on people injured in motor vehicle accidents with CTP insurance claims. This is why the Regulator is working with CTP Insurers to minimise disruption to:
- your ability to access early treatment and support to help recover from your injuries
- the progress of your claim.
If you have a claim with a CTP Insurer, this means:
Continued access to reasonable and necessary treatment interventions
Video conference or telephone consultations are available through many GPs, specialists, consultant physicians, psychiatrists, and a range of other health practitioners if you are unable or do not wish attend an appointment because of COVID-19.
Your claim will progress with the insurer by telephone, email, letter, or video conferencing instead of face-to-face
Reimbursement of approved expenses and interim payments are being processed promptly as usual by insurers.
If you are experiencing financial hardship, you may be eligible to receive an interim payment from your insurer. Please discuss your request, and the information needed to support it, by telephone with your insurer.
If you feel your claim is experiencing delays, you should raise your concerns with the consultant handling your claim and if your concerns cannot be resolved, you should request a review by the Insurer’s State Claims Manager. View the CTP Insurer contact details here. You can also contact our office for assistance by calling our Enquiries Line on 1300 303 558 or emailing firstname.lastname@example.org.
Your claim settlement is not delayed
An Injury Scale Value medical assessment (ISVMA) is sometimes used in settling claims to determine compensation eligibility. If one was arranged as part of your claim, the current circumstances may mean it is not possible or appropriate for you to attend. Please discuss this with your insurer. Your insurer may instead make an offer of settlement based on treating evidence or expert reports about your injury.
It is currently possible to use videoconferencing (telehealth) for pure mental harm ISV Medical Assessments. A protocol has been developed to outline obligations for the appropriate use of this technology by psychiatrists. A claimant information sheet and consent form have also been developed to support injured people with this process.
To access to these resources visit MAIAS or speak with your insurer.
Settlement payments are being processed promptly as usual by insurers, and upon receiving Centrelink clearance (if applicable).
If your claim has resulted in legal proceedings, witnessing of documents is a requirement of the court process. If you are unable to have your documents witnessed because you are in social isolation or quarantine you should discuss with your legal representative how disruption to your claim may be minimised.