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

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 benchmark for what constitutes proper conduct, and this benchmark 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 is there 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 damage proceeds efficiently. Unjustified delays should not occur.

What you can do with 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 the process stalls, 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 someone commits.

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

Help with a stalled process

If your case is not progressing or you are not getting answers to your questions, see our page on personal injury to find out what we can do to get your file moving again. Also see: assessing a damage proposal 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 Delft

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 Delft, this is how it works.

If you believe that an insurer or representative is not adhering to the code, first have your file assessed free of charge at Het Juridisch Loket Den Haag (the legal aid desk) (Bezuidenhoutseweg 60, 2594 AW Den Haag), 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 den haag.

If complaining does not help and your case remains stalled, you can submit one specific point of dispute to the court. For Delft, this is the Rechtbank Den Haag (locatie Delft) (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 Delft, you can inquire at the Gemeente Delft (municipality) about special assistance: delft.nl. Mention that a personal injury case is ongoing, as a later payment may be offset.