We expect insurers to operate with honesty, due care and diligence and in accordance with the guidelines set out by us.

Selling green slips

Insurers are licensed to sell Green Slips. In general insurers must:

  • act in good faith with all customers
  • never unfairly discriminate against individual customers or groups of customers
  • have clear and practical processes for issuing Green Slips to customers
  • make sure their Green Slip insurance is readily accessible and available to all customers

Insurers must comply with guidelines for selling, issuing and administering Green Slips.

The guidelines include:

Managing claims

Insurers  have specific obligations when managing claims. The objective of these is to optimise claimants' recovery from injury and resolve claims as quickly as possible.

The insurer is obliged to:

  • accept or deny the claim
  • resolve the claim fairly and in a timely manner

And where the claim is accepted:

  • provide access to reasonable and necessary treatment, rehabilitation and care
  • make payments, and
  • make a reasonable offer of settlement

Insurers managing claims are also required to comply with specific requirements which are contained in the:


Good communication and cooperation between you, the injured person and the professionals involved is important to assist in the injured person’s recovery and resolution of their claim.

Injury management and assessment

We have developed guidelines to promote best practice in managing some of the injuries that commonly occur in motor vehicle accidents.

Insurers should use evidenced based guidelines when considering requests for services for people with these injuries.

These can include:

For other advice see our injury management pages:

Clinical framework

Insurers responsible for claimants with treatment, rehabilitation and care needs should be familiar with the nationally endorsed clinical framework for the Delivery of Health Services.

The framework sets out five guiding principles for health professionals to support the delivery of the right care at the right time to people with a compensable injury.  You should consider these principles when reviewing treatment plans and requests for services:

  1. Measure and demonstrate the effectiveness of treatment.
  2. Adopt a biopsychosocial approach – that is consider the whole person.
  3. Empower the injured person to manage their injury.
  4. Implement goals focussed on optimising function, participation and return to work.
  5. Base treatment on the best available research evidence.