Our branches are open again. Please call before visiting. Find more information on our COVID-19 section.

COVID-19 information for clients

During the COVID-19 outbreak, if you're a client, you'll find updates that affect you here.

On this page

    We're still here to support you

    Under Alert Level 2, our offices and branches will be reopening on Wednesday 20 May, as we continue to support the health and wellbeing of New Zealanders.

    We'll still be doing some things differently but our focus remains:

    • on supporting clients in vulnerable situations
    • making payments to clients
    • lodging and processing new claims and maintaining existing ones.

    Thank you for your understanding at this time.

    Some things may change

    While we're responding to COVID-19, our printing and mailing services for client information are disrupted. This may mean delays to client letters, documents or application packs until we return to normal business operations. If you haven’t already, we suggest you give us your email address so we can share documents with you electronically during this time.

    Once New Zealand returns to normal business operations, where necessary, we’ll arrange for any outstanding letters or application packs to be printed and posted to our clients.

    We can still receive your incoming mail and that will be scanned and processed by our teams as normal. Any questions are best sent to us through email.

    Email claims@acc.co.nz

    Weekly compensation payments

    If you still cannot return to work due to the impact of your injury, your weekly compensation payments will continue as normal.  

    You must have an ACC medical certificate from your treating practitioner confirming that you can’t work due to your injury. Providers may be able to facilitate medical certificates over the phone, ie via Telehealth messaging. Contact your provider to discuss the best way forward. 

    If your health provider declares you fully fit to return to work, we can’t continue weekly compensation payments.  

    Contact your employer to discuss leave arrangements during closure or to access the Government’s Covid-19 Wage Subsidy scheme.

    COVID-19 Wage Subsidy Scheme

    If you can’t get in touch with your employer, contact the Ministry of Social Development (MSD) directly.

    MSD COVID-19 information

    If you receive wage subsidy payments from your employer

    If you’re being paid weekly compensation, you may accept COVID-19 wage subsidy payments from your employer. We must, however, treat this subsidy as earnings and apply abatement. This means we may need to adjust the level of weekly compensation you receive from us, to take into account any subsidy you receive. 

    Your employer should send us details of the earnings, each time a subsidy payment is made to you:

    ACC038 Earnings certificate for abatement assessment

    If I’m injured during Alert Levels 2, 3, or 4, and am not receiving my usual income because of COVID-19, how will you calculate my weekly compensation?

    We’ll base your weekly compensation payments on what you were earning on the day before the Alert Level 4 lockdown began. This only applies if you were recently injured and aren’t in your usual employment because of COVID-19. We’ll compare your current earnings with what you were earning on the day before lockdown. Then we use the higher figure to calculate your weekly payments. This is temporary during COVID-19 and we’ll review it at a later date.

    Using MyACC for accessing support

    If we’ve sent you an invitation code for our online platform MyACC, we strongly recommend that you should register now. This will give you another channel where you can apply for, and check your weekly compensation, and access other support that you may need for your injury during this time. Using MyACC for accessing support

    If you haven’t received an invitation, call or email us.  We’re working on making MyACC more widely available later this year.

    Visit MyACC

    Complaints and reviews

    If you have any concerns about a decision we’ve made or the service we’ve provided, you can make a complaint or discuss your concerns with us.

    Make a complaint or sort out a claim 

    Reviews will continue as normal. If there are any questions about your review, contact your Review Specialist. If you’re unsure who your Review Specialist is, you can email us.

    Email claims@acc.co.nz

    FAQs

    I'm newly injured – how do I access ACC support?

    Contact a healthcare professional. They can advise you on how to seek treatment and submit a claim while following the latest Ministry of Health guidelines. Some interactions with us or your healthcare professional may need to be completed over the phone, or online, instead of face-to-face.

    Am I covered for COVID-19 by ACC

    You need to have an injury that resulted from an accident to receive support from ACC. We don’t cover things like illness.   

    What we cover

    What we don't cover

    However, in some cases, cover for the COVID-19 virus may be available if a person who is diagnosed with it meets the criteria for a work-related gradual process, disease or infection under section 30 of the Accident Compensation Act 2001. Please speak to your healthcare professional for guidance.

    What do I do if I’m an existing client and need urgent support, eg, payment assistance, transport assistance, equipment or home help? Or if I’m concerned about a client in a vulnerable situation?

    If you have a dedicated ACC contact, continue to phone them directly. Otherwise please call us and follow the voice prompts or email us.

    Phone 0800 101 996

    Email claims@acc.co.nz

    Can I see my health professional during Alert Level 2?

    In Alert Level 2 we continue to support the use of online tools, such as Telehealth, so clients can keep appointments with their health providers while at home. However some providers will now start meeting clients.

    If you have questions related to ongoing treatment, contact your provider.

    ACC providers and Telehealth

    What about accessing counselling services?

    Telehealth can be used to continue client recovery for mental health services. This now also covers:  

    • sensitive claims (ISSC)
    • psychological services
    • clinical psychiatric services
    • sexual abuse assessment and treatment services (SAATs). 

    Assessment and therapy sessions can continue throughout COVID-19 for these services by Telehealth. This is only if you and your therapist agree that it’s the right approach and that the services are consistent with what we can cover. If you have any questions related to ongoing treatment, contact your provider.

    ACC has approved my surgery. Should I still go ahead with this? Will my surgery booking be impacted by COVID-19?

    Under Alert Level 2, non-acute (elective) services are likely to be carried out as normal. There'll be a delay as health services begin to work through any backlogs from alert Levels 3 and 4.

    You should contact your surgical service if you have any questions about procedures that were postponed.

     

    I have ACC funded transport to get to and from work. How should physical distancing be managed when using these services?

    To keep physical distance, we recommended you sit in the back seat as far away from the driver as possible and keep the window open. Make sure you practice good hand hygiene after leaving the vehicle.

    If you're using public transport, maintain your physical distancing of 1 metre when seated. Buses will start using front door access, assisting people with disabilities who would be able to make use of the accessibility features.

    If you’re feeling unwell, don’t travel or go to work.

    Unite against COVID-19

    Can I visit an ACC office to speak to someone in person?

    Our offices and branches will re-open on Wednesday 20 May and it will be possible to speak to someone in person from then. However you'll need to call and make an appointment before arriving at our office. You'll also need to be well and have no symptoms of COVID-19 or illness.

    Alternatively, if you have something urgent to discuss or you need to send us something, call or email us.

    Contact us

    Phone 0800 101 996
    Email claims@acc.co.nz

    If you have a dedicated ACC contact, please contact them directly.

    ACC was helping me find a therapist under my sensitive claim. Will you still do this?

    In Alert Level 2, our support for clients in vulnerable situations and making sure payments to clients and health providers continues. We’re also maintaining our lodgement and claims processes. To help you find a therapist, use the Find Support website.

    Find Support website

    If you have any other non-urgent questions

    Contact your usual healthcare professional for health advice, or email us for claim advice, and we’ll respond within 1-2 working days.

    Email claims@acc.co.nz

    Contact us

    Our branches are open again. Please call before visiting. If you have any questions call or email us.

    Contact us

    Email claims@acc.co.nz

    More COVID-19 information

    Keep up to date on general COVID-19 updates on the New Zealand Government website.

    Unite against COVID-19

    The NZ Spinal Trust have information and resources for people living with spinal cord injuries.

    Spinal Trust COVID-19 information

    Last published: 27 May 2020