How we use claim information

We use claim information to help understand your needs and to make sure we offer you the right services.

What we use claim information for

The main reason we collect your information is to process your claim and provide support to help you recover.

When we use claim information to better understand your needs, we first remove identifying information, eg name and address.

For example, we use data for research to support policy development. This is to base our decisions on thorough evaluations of real claims.

We also use algorithms to help us evaluate the effectiveness of our business activities and look for ways to improve our services. We take care in the way we use algorithms, making sure that they're fit for purpose and are consistent with our obligations under the Privacy Act and Human Rights Act.

In September 2018, we introduced a new claims approval process based on time-saving technology. The new process uses a system to fast-track the approval of straightforward claims where it is obvious an injury was caused by an accident.

The system is informed by data from 12 million claims lodged between 2010 and 2016, to determine the probability that a claim will be accepted. We’ve made sure that the model can only approve claims. Complex claims are reviewed and assessed by staff.

How we assess claims

We’ve published documents detailing our new claims approval process: 

Claims approval - technical summary

Claims approval - privacy impact assessment

Claims model - Deloitte report

How we plan to use claim information in future

Being transparent about how we use your information

We're committed to being transparent about how we use your information. We also want to give you greater control over how you interact and keep your information accurate and up to date. 

Our transparency statement

Our transparency report 2020

Developing a new way for you to access and manage information about your injuries and supports online

We’re developing MyACC, a new way for you to access and manage information about your injuries and supports online. Right now we're piloting MyACC with a pre-selected group. It's available by invitation only.  We’re in the process of testing it to make sure it’s the best it can be when we roll it out widely to everyone.

More about MyACC

Analysing claim information so you can get help faster

We’re also analysing information from the millions of claims we process each year. This is so we can faster identify the types of claims where clients are likely to need additional assistance over and above us paying for their treatment.

More information about data use

The Statistics New Zealand Algorithm Assessment Report provides a summary of how government agencies are using models, computer programmes and algorithms to deliver our services.

Statistics New Zealand Algorithm Assessment Report, October 2018

The Data Futures Partnership has been created to help lead the development of a high-trust data use system creating value for New Zealanders.

Data Futures Partnership

The Privacy Commissioner and the Government Chief Data Steward have jointly developed six key principles to support safe and effective data analytics. 

Principles for safe and effective use of data and analytics

Last published: 2 August 2023