MVIL Code of Practice

You should note that all claims officers have the responsibility to minimize the possibility of complaint or dispute, and therefore it is very important that you should first try to resolve the matter in the normal process of making your claim.

1. When a claim is received MVIL will check if the claim is made as required by the Act. MVIL will acknowledge it, and comment on its acceptability.
2. When, and if possible, MVIL will give directions to the claimant in person. (Note that if you appoint a lawyer to make your claim you must ask your lawyer for advice.)
3. MVIL will investigate the circumstances and the claim.
4. MVIL will then determine whether to accept liability or not.
5. The Vehicle owner/driver will be advised of his requirements, and if not insured, his responsibilities as required by the Act.
6. If you, the claimant, vehicle owner or driver, are unhappy about the decision regarding your claim, you must write to the General Manager, MVIL asking that the matter be reviewed. You must give a reason as to why you wish to have it reviewed, for example, you might have further evidence that you did not provide when making your claim. This will assist the MVIL to review its decision.
7. The general manager will pass the file to the Claims Manager who will review your file. If a new decision can not be made the file will be passed back to the General Manager who will personally review your file and will mail a reply within 30 days of receiving your request.
8. If you are still unhappy with the reply you may, provided by the insurance Act - 1995 then direct your request to:

   The Chairman

   Insurance Complaints Tribunal

   Office of the Insurance Commissioner

   PO Box 122

   Port Moresby 121

   National Capital District

9. The chairman will call a meeting and consider your request.
10. You may have your lawyer present at the hearing.
11. You are likely to be required to provide proof of the matter needing consideration. This could be documents and witnesses. NOTE THAT WITHOUT PROOF YOUR REQUEST MAY BE DENIED
12. MVIL will also be present at the hearing and will provide reasons for MVIL's decision.
13. The Insurance Complaints Tribunal will tell you its decision.
14. You may accept the decision, or if you decide that you will not accept it, then you have the right to appeal to the National Court

For further information please contact us:

Email: claims@mvil.com.pg