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We are committed to helping you receive the best possible outcome. However, from time to time, disputes may arise during the life of a claim. It could be in relation to medical treatment or expenses, the claims settlement, or the general handling of your claim.
If a dispute arises, we recommend you take the following steps:
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Discuss the circumstances or issue under dispute with your Injury Claims Consultant. If they are unable to assist you, they will follow our internal Customer Complaint Resolution procedure and refer the dispute to their manager who will actively seek prompt resolution.
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If you are still dissatisfied or your complaint is unresolved, you can contact the Motor Accidents Authority (MAA) on 1300 656 919.
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Medical disputes, including disagreements over treatment, accounts, severity of injury or extent of impairment, can be resolved by the Medical Assessment Service (MAS)**.
- Disagreement over the settlement of a claim can be dealt with by the Claims Assessment Resolution Service (CARS)**.
** MAS and CARS are independent and external organisations and form part of the Motor Accidents Authority (MAA).