How to apply for support

Step 1: Seek medical treatment

If you've been injured as result of a motor accident, you should seek medical treatment for your injuries. If possible, ask your doctor to complete an MAI Medical report PDF 298KB.

Step 2: Notify the police

If police did not attend the accident, you should report the accident online or at a police station within 24 hours. Visit ACT Policing's website for more information on how to report a motor accident.

Step 3: Complete a Personal Injuries Application and a MAI Medical Report

You should complete as much of the Personal Injuries Application 318KB as soon as possible. You also need to ask your doctor to complete an MAI Medical report 298KB

A separate Personal Injuries Application 318KB and MAI Medical report 298KB needs to be completed for each person injured as a result of a motor accident. A parent or guardian can sign a form for a person under 18 years of age or a person unable to complete the form due to a disability.

The form includes a required authority for an insurer to obtain information and documents that may be relevant to the processing and management of your application. For example, this may include your previous medical history and your employment details.

If you need help completing an application or have questions about the process, contact the free Defined Benefits Information Service on 1300 209 642 or by email to DBIS@carefcs.org.

Step 4: Send your application documents to the MAI Insurer

Within 13 weeks of the date of the motor accident, send your completed application documents via email or post to the MAI insurer of the vehicle most at fault for the accident. Please refer to the forms page for insurer contact information.

To determine who is the most appropriate MAI insurer to receive your application, please visit the how to identify the right MAI insurer page.

If you make a late application, you may not receive all defined benefits back to the date of the accident. You will also need to provide a clear explanation about why you could not make the application within the 13 weeks. The explanation is provided as a separate document.

Step 5: The MAI insurer contacts you

After your application documents are received, the MAI insurer will be in contact with you within 5 business days to acknowledge receipt of a complete application and to provide important information about the MAI Scheme. You will receive a receipt notice. They may also contact you to request additional information if something is missing in your application documents and you may be asked to provide this make your application complete.

Step 6: The MAI insurer assesses your application

The insurer has 28 days from when they acknowledge your application as complete to assess your application. They may also ask you additional questions to help them manage your application.

While you wait for a decision, you are eligible to receive reimbursement of certain early medical expenses from the MAI insurer.

Step 7: If eligible, you receive defined benefits

If liability is accepted, the MAI insurer contacts you and you may begin to receive defined benefits, including income replacement benefits, and reasonable and necessary treatment and care expenses. You will then be able to continue your recovery with the support of the MAI insurer. If you are receiving income replacement benefits, your doctor will need to periodically complete a MAI Fitness For Work Certificate [PDF 277KB] for the duration of your recovery.

If you need help understanding the defined benefits available to you:

• Contact the free Defined Benefits Information Service on 1300 209 642 or  by email to DBIS@carefcs.org;
• Contact the MAI insurer managing your application; and
• Review the additional information on the What types of support are available page.

Step 1: Complete a Funeral Benefits Application

The person responsible for paying for the funeral expenses may make a Funeral Benefits Application.

To apply, you need to complete the form and attach a supporting document regarding the deceased and when they died (for example, an interim death certificate). If a supporting document is unavailable, you can also direct the MAI insurer to media reporting on the motor accident.

For help completing an application or information and advice, contact the free Defined Benefits Information Service on 1300 209 642 or by email to DBIS@carefcs.org.

Step 2: Send your application documents to the MAI Insurer

Send your completed application documents to the ACT MAI insurer of the deceased’s vehicle. If you do not know the MAI insurer or the deceased was not in a vehicle, send it to the ACT MAI insurer of your choice.

You have up 1 year from the date of death to apply. If you apply outside of the first 13 weeks, the MAI insurer may ask about the reason for the delay.

The application documents can be sent by post or email. Visit the forms page for the contact details of the ACT MAI insurers (NRMA, GIO, AAMI and APIA).

Step 3: The MAI insurer contacts you

After your application documents are received, the MAI insurer will be in contact with you within 5 business days to acknowledge receipt of a complete application. They may also contact you to request any further information or details you have about your application and the accident.

Step 4: The MAI insurer assesses your application

The insurer has 28 days from when they acknowledge your application as complete to assess your application.

Step 5: If eligible, you will receive Funeral Benefits

If liability is accepted, the MAI insurer contacts you and you will be able to receive payments for funeral benefits.

If you need help understanding funeral benefits or other defined benefits available to you:

• Contact the free Defined Benefits Information Service on 1300 209 642 or  by email to DBIS@carefcs.org;
• Contact the MAI insurer managing your application; and
• Review the additional information on the What types of support are available page.

Step 1: Complete a Dependant Benefits Application

You can make a Dependent Benefits Application [PDF 434KB] if you are a personal representative, dependant, or a parent/guardian of a dependant of the deceased person. A single application for dependent benefits (also known as death benefits) should cover all dependants of the deceased.

If you need help understanding dependent benefits or other defined benefits available to you:

• Contact the free Defined Benefits Information Service on 1300 209 642 or  by email to DBIS@carefcs.org;
• Contact the MAI insurer managing your application; and
• Review the additional information on the What types of support are available page.

Step 2: Send your application documents to the MAI Insurer

Within 13 weeks of the date of the death, send your complete application documents via email or post to the MAI insurer of the vehicle most at fault for the accident. You should wait until a death certificate is available before sending this application. Please refer to the forms page for insurer contact information.

To determine who is the most appropriate MAI insurer to receive your application, please visit the how to identify the right MAI insurer page.

Step 3: The MAI insurer will contact you

After your application documents are received, the MAI insurer will be in contact with you within 5 business days to acknowledge receipt of a complete application. They may also contact you to request any further information or details you have about your application and the accident.

Step 4: The MAI insurer will assess your application

The insurer has 28 days from when they acknowledge your application as complete to assess your application.

Step 5: The MAI insurer applies to the ACAT for a payment order

The MAI insurer must make an application to the ACT Civil and Administrative Tribunal (ACAT) for a payment order after the later of:

• 5 business days after the day the MAI insurer accepts liability for an application; or
• 28 days after the day the MAI insurer gives notice to a dependant requesting additional information in relation to their application.

Step 6: The ACAT assesses the application for a payment order

When an MAI insurer applies to ACAT for a payment order, anyone listed as a dependent on the application to the MAI insurer will be listed as respondent to the ACAT application. Each respondent will be:

• Given written notice of the ACAT application;
• Sent information by ACAT; and
• Have the option to participate in the case.

The ACAT will not make any order until it is satisfied that each respondent has been notified about the application.

For more information about the ACAT process, visit the ACAT website.