If treatment is provided at a public hospital, the services are covered by the Hospital and Emergency Services levy which is included in the CTP insurance premium and you should not be billed.

If you receive treatment and/or rehabilitation at a private hospital, or from a private doctor or allied health professional such as a physiotherapist, you may incur a cost. If the insurer has accepted liability for your claim, or agreed to fund your rehabilitation without admitting liability you do not have to wait until your claim is settled for these expenses to be paid.

As a general rule, by obtaining approval from the insurer for payment of rehabilitation services before you attend, the service providers can then send accounts for pre-approved services directly to the insurer.

If liability has been accepted, the insurer will pay expenses provided they are:

• reasonable and appropriate;
• relate to the injuries resulting from the accident; and
• are properly verified.

If you have paid for rehabilitation and would like to be reimbursed,  you should provide the insurer with a valid receipt.  The insurer will then assess whether or not these services were reasonable and appropriate. It should not be assumed that an insurer will continue to meet the ongoing cost of a service.

If the insurer denies liability, you are responsible for your own treatment and rehabilitation expenses. You may be reimbursed these costs if you are successful in a court action. In the meantime you may be able to claim some or all of the costs from Medicare or through private health insurance and/or other personal injury insurance.

If you do not agree with the insurer’s rehabilitation decision, ask the insurer to refer the matter to their internal dispute resolution service.  For disputes which cannot be settled by direct negotiation between the insurer and claimant, mediation can be arranged through the Motor Accident Insurance Commission by contacting the CTP Helpline on 1300 302 568. Mediation is voluntary and both parties must be willing to mediate. If a dispute cannot be settled by mediation or direct negotiation, either party to the dispute may make application to the Court to decide what rehabilitation in the circumstances are reasonable and appropriate.

• Road to Recovery - Rehabilitation following a motor vehicle accident: This brochure is designed to assist you if you have been injured in a motor vehicle accident in Queensland and you have lodged a CTP insurance claim.
• Whiplash Injury Recovery - a Self Help Guide: This booklet is designed to aid the recovery of people with a whiplash injury and to supplement care being provided by a health professional. The second edition is now available.
• A University of Queensland website provides evidence based information about whiplash injury management
• National Health and Medical Research Council (NHMRC) Information Sheets (1-5): Information on acute low back pain, acute thoracic pain, acute neck pain, acute shoulder pain and anterior knee pain.

or phone:

• CTP Helpline 1300 302 568