Gedragscode Behandeling Letselschade (GBL): what can you expect?
If you suffer an injury caused by someone else, you enter a process in which the other party and their insurer have a lot of influence. How quickly you are contacted, whether you understand what is happening, and whether you are taken seriously: this largely depends on how the handler does their job.
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 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 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 something 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 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 to the insurer of the opposing party. Insurers are one of the groups that explicitly endorse the code.
Help with a stalled case
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 do to get a 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 Utrecht
The GBL applies nationwide, but as soon as you want to invoke it, you will end up with institutions that vary by location. For residents of Utrecht, this looks as follows.
If you believe that an insurer or representative is not complying with the code, first have your file assessed free of charge at Het Juridisch Loket Utrecht (legal aid desk) (Moreelsepark 65, 3511 EP Utrecht), 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 utrecht.
If complaining does not help and your case remains stalled, you can submit one specific point of dispute to the court. For Utrecht, this is the Rechtbank Midden-Nederland (locatie Utrecht) (district court), Vrouwe Justitiaplein 1, 3511 EX Utrecht (telephone 088-361 1000). See rechtspraak.nl.
If the settlement takes so long that you run into financial problems in Utrecht, you can inquire at the Gemeente Utrecht (municipality) about special assistance: utrecht.nl. Mention that a personal injury case is ongoing, as a later payment 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.