COVID-19 claims, complaints and medico-legal queries

Summary: This claims insight outlines Avant’s COVID-19 claims and notifications of incidents such as issues with telehealth, infection control and employment. It also gives an overview of the most common questions we have been asked during the pandemic.

Thursday, 31 March 2022

Medico-legal calls and common queries

Since the pandemic began our Medico-legal Advisory Service (MLAS) has responded to over 5,000 member and practice calls about COVID-19. Calls were highest at the start of the pandemic and in September 2021 when mask/vaccination mandates were introduced during the Delta wave.

Graph

The most common queries related to:

  • Vaccination e.g. rules, age thresholds, brands, boosters, parental disputes about consent, expiry of doses, informed consent.
  • Medical certificates e.g. requests for vaccine exemptions, mask exemptions, return to work clearances, letters to support working from home.
  • Complaints and incidents e.g. patient complaints for declining vaccine exemptions or mask exemptions, being asked to follow COVIDSafe protocols, not being seen face-to-face, not being seen in a consult room, suspicious exemption certificates, members seeking to end doctor- patient relationships with patients who are aggressive or not following COVIDSafe protocols.
  • Employment issues e.g. managing unvaccinated staff or staff with mask exemptions, contract variations, mandatory vaccination.
  • Practice management e.g. advice on COVIDSafe policies, managing unvaccinated patients, patients with COVID-19 or patients not wearing a mask.
Graph

Claims and notifications of incidents

We have had approximately 1,200 notifications and claims related to COVID-19 since the start of the pandemic.

Graph
Graph

Our other COVID-19 work

In addition to MLAS and claims assistance, since March 2020:

  • We advocated to government on a range of issues. We attended regular meetings with the Australian Government Department of Health, the Australian Technical Advisory Group on Immunisation (ATAGI), Medicare and medical colleges and associations, including over 100 meetings with the COVID-19 GP peak body to identify and resolve issues related to COVID-19.
  • We updated you and answered many of your questions in webinars. We hosted over 27 COVID-19-focused webinars for members and participated in 33 webinars with external partners. In total, the audience from these events (including on-demand views) was 17,326 doctors and practice staff.
  • We published frequently asked questions (FAQs) to anticipate or respond to concerns faced by members and practices. These questions are continually reviewed and updated, and there are currently over 100 COVID-19 FAQs available on the Avant website. These have been referred to by Ahpra and the Medical Board as a reputable source of medico-legal information. Since the COVID-19 pandemic began the site has had over 160,000 views.
  • We provided members with clarity and reassurance about their indemnity coverage (including cover for administering vaccines).

Glossary

Claims refers to patient claims for compensation / civil claims, formal complaints to regulators, e.g. Ahpra, employment disputes and other claim types such as Medicare audits.

Notifications refers to notifications and notices of incidents or adverse events which may lead to a formal claim or complaint.

Resources

If you have a question about COVID-19 or you receive a claim or complaint, contact us on 1800 128 268 for expert medico-legal advice on how to respond - available 24/7 in emergencies.

For any queries on this analysis, please contact us at research@avant.org.au

Download claims insights

Claims, complaints and medico-legal queries COVID-19 (PDF)

Download
Career stage
Topic
To Top

NSW State Office AddressLevel 6, Darling Park 3, 201 Sussex Street, Sydney NSW 2000
Telephone 02 9260 9000 | Facsimile 02 9261 2921

Mailing addressPO Box 746 Queen Victoria Building NSW 1230

Connect with Avant

facebookxlinkedininstagramyoutube

In the spirit of reconciliation Avant acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IMPORTANT: Professional indemnity insurance and the Practice Medical Indemnity Policy available from Avant Mutual Group Limited ABN 58 123 154 898 (Avant Mutual) are issued by Avant Insurance Limited, ABN 82 003 707 471, AFSL 238 765 (Avant). Avant Cyber Insurance cover is available to eligible Avant Practice Medical Indemnity Policy holders up to the cessation of their policy and is provided under a Group Policy between Liberty Mutual Insurance Company ABN 61 086 083 605 (Liberty) and Avant. Private health insurance products are issued by The Doctors’ Health Fund Pty Limited, ABN 68 001 417 527, a member of the Avant Mutual Group. Avant arranges Avant Business Insurance as agent of the insurer Allianz Australia Insurance Limited ABN 15 000 122 850, AFSL 234 708 (Allianz) and may receive a commission on each policy arranged. Avant Travel Cover is available under a Group Policy between QBE Insurance (Australia) Limited, ABN 78 003 191 035, AFSL 239 545 (QBE) and Avant Mutual. Avant Travel Cover is underwritten by QBE and Avant may receive a benefit for arranging cover. Avant Financial Services is a registered business name of Avant Doctors’ Finance Pty Ltd (ACN 637 769 361) and licensed to Avant Doctors’ Finance Brokers Pty Ltd (ABN 75 640 406 784). Avant Doctors’ Finance Brokers Pty Ltd is a wholly owned subsidiary of Avant Doctors’ Finance Pty Ltd. Loan products may be provided by Avant Doctors’ Finance Pty Ltd or arranged by Avant Doctors’ Finance Brokers Pty Ltd. Credit services or assistance to which the National Credit Code applies are provided by Avant Doctors’ Finance Brokers Pty Ltd as authorised Credit Representative (Credit Representative Number 523242) for LMG Broker Services Pty Ltd ACN 632 405 504 Australian Credit Licence 517192. Legal services are provided by Avant Law Pty Ltd ABN 63 136 429 153 (Avant Law). Liability limited by a scheme approved under Professional Standards Legislation. Legal practitioners employed by Avant Law are members of the scheme.


The information provided on this website is general advice only and has been prepared without taking into account your objectives, financial situation and needs. You should consider these, having regard to the appropriateness of the advice before deciding to purchase or continue to hold these products. For full details including the terms, conditions, and exclusions that apply, please read and consider the relevant Product Disclosure Statement or policy wording and Target Market Determination (TMD) which are available on this website or by contacting us on 1800 128 268. Information on this site does not constitute legal or professional advice, and is current as at the date of initial publication.