Your obligations

When you lodge a Claim Form with a CTP Insurer, make sure you have completed as much of the form as you can (including reporting the accident to police and having your doctor complete a medical certificate). You should also make sure that you have the most up-to-date and accurate information to discuss with them. This might include:

  • the name and contact details of the person at the insurer who is responsible for your claim
  • letting the insurer know the best way to contact you (e.g. your mobile phone number, email, letter)
  • reading everything the insurer sends you and contacting them if you don’t understand anything
  • referring to your claim number when communicating with the insurer
  • informing the insurer of any changes to your circumstances (e.g. a change of contact details or address, any changes in your work circumstances).

For the duration of your claim and your recovery, you should:

  • notify your CTP Insurer if your circumstances change in a way that could affect your claim
  • provide information in a timely manner to help the CTP Insurer make decisions and progress your claim
  • cooperate with the CTP Insurer to facilitate timely access to reasonable and necessary treatment, care and support services
  • commit to optimising recovery from your injuries, and
  • make all efforts to participate in recovery programs and return to your usual activities.

The CTP Insurer's obligations

The CTP Insurer will regularly provide you (or your legal representative) with information and updates about the progress of your claim and decisions they have made. They will answer any questions you may have and they may request further information from you if required. They must explain to you if there are issues affecting your claim (such as liability issues or payment of treatment expenses), how this affects your claim and any eligibility for compensation you may have.

If a legal representative is helping you with your claim, the CTP Insurer will generally contact your legal representative, unless the correspondence:

  • contains only generic information about the claim process
  • provides details about a medical examination arranged by the CTP Insurer, or
  • is about your rehabilitation.

In these cases, a copy of the correspondence will also be sent to your legal representative.

Other circumstances in which the CTP Insurer will contact you directly, instead of your legal representative (if you have one), include if:

  • you have asked them to contact you
  • they are responding to a complaint
  • your legal representative has not responded to an offer of settlement within 10 days and the CTP Insurer has attempted, but been unable, to confirm it was received, and
  • your legal representative has not responded to correspondence within 20 days and the CTP Insurer has attempted, but been unable, to confirm it was received.

For more information

To find out more about managing and settling your claim, contact the CTP Insurer. You can also call the CTP Regulator Enquiries Line on 1300 303 558.