Gedragscode Behandeling Letselschade (GBL): what can you expect?
If you suffer an injury caused by someone else, you enter a process where the other party and their insurer have significant influence. How quickly you are contacted, whether you understand what is happening, and whether you feel taken seriously depend largely on how the handler performs their role.
The Gedragscode Behandeling Letselschade (Personal Injury Claims Code of Conduct), or GBL for short, sets out how this process should ideally proceed. The code was drawn up by De Letselschade Raad (The Personal Injury Council), together with professionals from the personal injury practice.
Not a law, but a standard
The GBL is not legislation. It is a self-regulatory code 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 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 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 successful outcome, but it does indicate the professional standard to which they commit.
You may ask the same question of the opposing party’s insurer. 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 learn 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 Rijswijk
The GBL applies nationwide, but once you want to invoke it, you will deal with institutions that vary by location. For residents of Rijswijk, this is how it works.
If you believe an insurer or representative is not adhering to the code, have your file assessed free of charge at Het Juridisch Loket Den Haag (legal aid desk) (Bezuidenhoutseweg 60, 2594 AW Den Haag), telephone 0900-8020. They can assess whether this involves a difference of opinion about the damage – which is allowed – or treatment that is unacceptable. See het juridisch loket den haag.
If filing a complaint does not help and your case remains stalled, you can submit one specific point of dispute to the court. For Rijswijk, this is the Rechtbank Den Haag (district court) (Prins Clauslaan 60, 2595 AJ Den Haag, telephone 088-361 1000). See rechtspraak.nl.
If the settlement process takes so long that you face financial difficulties in Rijswijk, you can inquire at the Gemeente Rijswijk (municipality) about special assistance: rijswijk.nl. Mention that a personal injury case is ongoing, as any later compensation may be offset.
This information is general in nature and not legal advice about your personal situation. Verified in August 2026 based on publications from De Letselschade Raad.