The part of a CTP claim that matters most in the first year is not the settlement. It is treatment, and who pays for it. Queensland's scheme puts that obligation on the insurer, in the Act and in a set of standards the Motor Accident Insurance Commission publishes and enforces. Most claimants never see the standards. They should, because the standards set deadlines the insurer has to meet and reasons it has to give.

Key points

  • Once liability is admitted, the insurer must fund reasonable and appropriate rehabilitation; it may fund it earlier, without admitting anything, and MAIC's standards expect it to.
  • Insurers must respond to a rehabilitation request within 10 days (14 days when it comes with the initial notice), in writing, with reasons if refused.
  • A refusal can go to MAIC-appointed mediation or to court, and treatment wrongly refused is recovered in the claim.

The obligation in the Act

Section 51 of the Motor Accident Insurance Act obliges an insurer that has admitted liability, in whole or in part, to make reasonable and appropriate rehabilitation services available to the claimant. The same section lets an insurer fund rehabilitation before liability is decided, expressly without that being an admission. The cost of rehabilitation the insurer funds is not deducted from your compensation later. In return, the claimant must cooperate with rehabilitation and take reasonable steps to recover; unreasonably refusing treatment can reduce the compensation awarded.

The standards insurers are held to

MAIC's Rehabilitation standards for CTP insurers (most recently updated 1 March 2026) turn the Act's obligation into rules. In summary:

  • Early intervention. Where a claimant's rehabilitation needs are identified, the insurer must take action to facilitate access to services within 10 days, and the standards note the Act's intent that insurers fund rehabilitation without making an admission of liability.
  • Response times. Where a rehabilitation request arrives with the Notice of Accident Claim, the insurer must say within 14 days of receiving the notice whether it will fund rehabilitation and approve or refuse the specific request. For requests made during the claim, the insurer must respond within 10 days of receipt. If it needs more information, it must ask within that time and respond within 10 days of receiving it.
  • Reasons. A decision to refuse must be documented and communicated in writing to the claimant and the treating provider, with reasons.
  • Reports. Copies of medical and rehabilitation reports the insurer obtains must be given to the claimant within a month of receipt.
  • Home modifications. Requests for home modifications must be decided within three months.
  • Disputes. Where the insurer and claimant cannot agree, the insurer must tell the claimant of the alternatives: referral to MAIC for the appointment of a mediator, or an application to the court.

What "reasonable and appropriate" means

MAIC's guideline for insurers frames it as five questions. Is the treatment for an injury caused by the accident, on the medical evidence? Has it been recommended by the treating practitioner and is it consistent with evidence-based practice? Will it produce a functional benefit for the claimant, such as returning to work or independence at home? Is the provider appropriately qualified and free of conflicts? Is the cost in line with what anyone else would be charged? A request that answers those five questions on its face is very hard to refuse.

What is commonly funded

Physiotherapy, exercise physiology and hydrotherapy; psychology and psychiatry; specialist consultations, investigations and surgery; medication; occupational therapy; aids and equipment; travel to treatment; and, where the injury requires it, home help and home modifications. Treatment is funded on the basis of need, not on a fixed number of sessions.

When a request is refused

Ask for the reasons in writing and for the medical opinion relied on, as the standards require. Have your treating practitioner respond to those reasons specifically, addressing the five questions above. If the refusal stands, the standards give you mediation through MAIC or an application to the court, and MAIC accepts complaints about insurers' compliance with the standards. Whatever the outcome of the dispute, the cost of treatment that was reasonable and refused is a head of damage recovered at settlement, so keep treating if you possibly can, and keep the receipts.

Frequently asked questions

Does the CTP insurer have to pay for treatment before it admits liability? It is not obliged to, but the Act allows it and MAIC's standards expect early intervention. Ask, in writing, with the treating practitioner's recommendation attached. Many insurers fund early treatment on request.

How long does the insurer have to approve physio or other treatment? Ten days from receiving the request during the claim, or 14 days where the request came with the Notice of Accident Claim, under MAIC's rehabilitation standards.

Is rehabilitation the insurer pays for deducted from my compensation? No. Rehabilitation funded by the insurer under section 51 is not deducted from the damages you receive.

Sources

  • Motor Accident Insurance Act 1994 (Qld), ss 45 (claimant's duty to cooperate), 51 (insurer's obligation to provide rehabilitation; funding without admission; costs not deductible) — legislation.qld.gov.au
  • Motor Accident Insurance Commission, Rehabilitation standards for CTP insurers (updated 1 March 2026) — maic.qld.gov.au
  • Motor Accident Insurance Commission, Guideline for CTP insurers: reasonable and appropriate rehabilitation — maic.qld.gov.au
  • Motor Accident Insurance Commission, Rehabilitation standards and guidelines — maic.qld.gov.au