Changes to the way we provide our services


Released 03/04/2019

We’re changing the way we work to improve the quality of service we provide. The right support from us means a better recovery for you.

If you get injured, we want you to have access to the support you need more quickly than you currently get it. We’re changing from a one size fits all approach to being more flexible to suit each person’s needs.

To achieve this, we’ve had to make some tough decisions that will impact our employees’ jobs at several of our locations across New Zealand.

Why we’re making these changes

We spoke with more than 5,500 New Zealanders, including 1,400 of our people. The feedback we received said we needed to be more responsive, more transparent, and easier to deal with.

You told us that we need to simplify our processes and provide a more consistent service.  We’ve listened, and are proposing to change the way we work to deliver the improvements you’ve asked for.

We’ve been trialling our new approach over the last 18 months in two test locations. Through the trial, over 100 of our people worked with 25,000 claims, and we have seen an increase in client satisfaction levels and an improvement in health outcomes.

The consultation process for this proposal was due to start on 20 March. We delayed it until today because of the terror attack, and in recognition of the attack's impact on our communities, and on our own people who are focused on ensuring victims get all the support we can provide.

How these changes will affect our employees

All our regional locations are remaining open, and nationally the total number of people in our client service teams will remain at around 1800.

However, some of our locations will see the number of jobs increase, while others will see a reduction. What we’re proposing means change for all client service people.

For our people whose roles are affected by the proposed changes, where possible we would offer reassignment to an appropriate role in the same location if one is available, reassignment to a similar role in a different location if they are interested, or where this is not feasible then redundancy will be offered. 

We know this is a difficult time for our client service teams and we are being transparent and supportive throughout this process. Importantly, these proposed changes are not about saving money. They are designed to improve your health outcomes if you’re injured by making us more accessible. They’ll also empower our employees to focus their efforts where they are most needed.

For an in-depth look at the changes we’re proposing and how they’ll potentially impact our people, the Employee consultation proposal can be downloaded here.

Employee consultation pack

What  these changes mean for you

How it works now

Right now, depending on your injury, you may be assigned a local case manager who will support your recovery.

However, our case managers currently spend around 40% of their time on administrative tasks. This work is important, but it keeps them behind their desks, often meaning they’re not able to help when you need it.

What we’ll be doing differently

The level of support you require can vary as you recover from injury. If you need more tailored support, you’ll still receive this through your local case manager. All our locations are remaining open to provide this support to those of you that need it most.

We’re creating five centralised locations around the country to work with those of you who don’t usually require face-to-face support when you’re recovering from less severe injuries such as sprains, strains, and fractures.

When you call us, you’ll always be able to talk to one of our team members – no delays, and no call-backs.

Online access to the support you need

We know the reality for many of you is you don’t want to go into a local branch or speak to someone on the phone – you just want to manage your recovery on your own terms.

We’ve developed an online service which allows you to access all the information about your claim when it suits you. Depending on your injury, you’ll be able to order services like taxis, and request equipment like knee scooters. You’ll also be able to request reimbursement for things like prescriptions.

This online service will be rolled out to all our clients over the coming months. 

These changes will happen over 2019-2020

We recognise the changes we are proposing won’t solve all issues, or please everyone. But we believe it will mean a positive change for most of you, by ensuring you receive the right support sooner.

These changes are part of wider improvements to our services, all aimed at creating a better experience for you. These improvements include:

  • Faster claims acknowledgement and acceptance, significantly reducing the time taken to accept claims
  • Introducing MyACC, an online portal that provides access to information about your claim, and services when it suits you
  • A new payments system that speeds up payments made to you, linked to a management system that holds a single source of all claims-related information

The outcome of this consultation process will be finalised in June 2019.

Related information

Access further information about these proposed changes:

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