If a GP is reluctant to release medical information or reports, you should:

1. Discuss the authorisation on the multi-Act claim form which sets out the information that is being requested. This explanation may address the issue of requested reports being declined.
2. If the GP still declines to provide the report, request details of the specialist (if not known) and contact them directly to request the report.

Where it has been confirmed that further information is needed, staff should consider the most appropriate method to obtain it. 

Communication should focus on finalising a client's claim as efficiently and accurately as possible. Things to keep in mind:

Medical treatment for full time serving members is usually provided by Defence.

Scenario – Request to provide a TRN before the claim has been reviewed

Not all claims will require additional information. A TRN will be issued once we have confirmed that the information is needed to investigate the claim.

Scenario – Request to provide multiple TRNs 

There is no need for separate TRNs to be issued for consultation and report writing.

Instructions on how to generate a TRN are in Taskcard - Generating Transaction Reference Number (TRN).

TRNs can be generated in letters or individually.

TRNs should not be issued:

TRNs should only be generated:

• if the original TRN has expired and the requested information is still needed to determine the claim
• if specific information is needed to investigate a claim.

Guidance on how to determine if the information is needed is provided in When to request additional medical information.

When assessing a claim, it's necessary to review the medical information you already have carefully. This can prevent unnecessary requests and streamline the process. 

If the information is complex, or you are unsure if the evidence is sufficient to determine the claim, seek further advice from internal experts such as DoD, SD’s or MAC.

Evidence can come from various sources, including medical and non-medical information, depending on the nature of the claim.  

Senior delegates
Although not medically trained, an SD can offer technical expertise and advice based on claims experience with similar cases. 

SD’s may be able to help with:
•    the interpretation of simple medical reports
•    answer questions relating to Statement of Principles (SoPs), 
•    provide guidance relating to which medical impairment assessment (MIA) forms are appropriate.

Clients are encouraged to provide a medical diagnosis from a qualified medical practitioner for each claimed condition.  It may be necessary for Delegates and CSOs to engage with health care professionals to clarify the information provided or to request further information and evidence. 
Before requesting further information, staff should first consider the evidence that is already available.