Gedragscode Behandeling Letselschade (GBL): what can you expect? | Leiden

Not a law, but a standard

The GBL is not legislation. It is a self-regulatory code that is endorsed and applied by a large number of service providers: insurance companies, lawyers, personal injury agencies, occupational health experts, and providers of recovery-oriented services.

This distinction is practically important. You cannot enforce compliance with the code in court as you could with a legal obligation. However, the code is a widely accepted standard for what constitutes proper conduct, and this standard is taken into account when assessing how a party has behaved.

What the ten rules of conduct cover

The code consists of ten rules of conduct. The common thread can be traced back to four principles:

• The victim is central. The process exists for the person with the injury, not the other way around.
• Communication is understandable. What is happening and why is explained in language you can follow.
• Openness and respect between parties, even if they disagree. Disagreement about the damage is normal; disrespectful treatment is not.
• The settlement of the claim proceeds efficiently. Unjustified delays should not occur.

How you can use it in your own case

The GBL gives you a way to address issues that might otherwise remain vague. Instead of saying "I don’t feel taken seriously," you can point out that the handler endorses the code of conduct and that their actions do not align with it: no response to letters, decisions without explanation, or a tone that is inappropriate.

If things get stuck, there are two routes you can take. You can file a complaint with the organisation itself – most endorsers have a complaints procedure. And if the organisation holds the Nationaal Keurmerk Letselschade (National Personal Injury Quality Mark), compliance with the GBL is periodically assessed; see our page on the Nationaal Keurmerk Letselschade.

Check if your handler follows the code

Before engaging a representative, it is worth asking whether they endorse the GBL and whether they are listed in the register of De Letselschade Raad. This is not a guarantee of a good outcome, but it does say something about the professional standard to which they commit.

You can ask the same question of the other party’s insurer. Insurers are one of the groups that explicitly endorse the code.

Help with a stalled claim

If your case is not progressing or you are not getting answers to your questions, you can read on our page about personal injury what we do to get a file moving again. See also: assessing a settlement offer from the insurer.

Frequently Asked Questions

What is the Gedragscode Behandeling Letselschade (Code of Conduct for Personal Injury Claims)?

A code of conduct from De Letselschade Raad (The Personal Injury Council) that describes how the handling of a personal injury claim should ideally proceed. The code contains ten rules of conduct and was drawn up together with professionals from the personal injury practice.

Is the GBL a law?

No, it is self-regulation. You cannot enforce compliance as you can with a legal obligation, but the code is a widely accepted standard for proper conduct and is taken into account when assessing how a party has behaved.

Who adheres to the code of conduct?

A large number of service providers endorse and apply the code, including insurance companies, lawyers, personal injury agencies, occupational health experts, and providers of recovery-oriented services.

What do the ten rules of conduct cover?

They cover four principles: the victim is central, communication is understandable, parties deal with each other openly and respectfully even when they disagree, and the settlement of damages proceeds efficiently.

What can I do if the code is not being followed?

State your concerns clearly and file a complaint with the organisation itself; most signatories have a complaints procedure. If the organisation holds the Nationaal Keurmerk Letselschade (National Personal Injury Quality Mark), compliance with the GBL is also periodically reviewed.

Invoking the code of conduct from Leiden

The GBL applies nationwide, but as soon as you want to invoke it, you will deal with institutions that vary by location. For residents of Leiden, this is how it works.

If you believe that an insurer or representative is not complying with the code, have your file assessed free of charge at Het Juridisch Loket Leiden (the legal aid desk) (Langegracht 70, 2312 NV Leiden), telephone 0900-8020. They can assess whether this is a difference of opinion about the damage – which is allowed – or treatment that is unacceptable. See het juridisch loket leiden.

If complaining does not help and your case remains stalled, you can submit one specific point of dispute to the court. For Leiden, this is the Rechtbank Den Haag (the district court) (Prins Clauslaan 60, 2595 AJ Den Haag, telephone 088-361 1000). See rechtspraak.nl.

If the settlement takes so long that you run into financial difficulties in Leiden, you can contact the Gemeente Leiden (municipality) to inquire about special assistance: leiden.nl. Mention that a personal injury claim is ongoing, as a later payment may be offset.