Our new way of supporting your injured employees


Released 16/09/2019

What’s changing

We’re changing the way we provide our services, based on feedback from injured people and from our business customers.  

We listened to this feedback and we're changing the way we work to deliver the improvements our customers expect.

If you or your employees get injured, we want you to have access to the support you need when you need it and more quickly than is currently provided. The right support from us means a better recovery for you and your employees.

To do this, we’re creating five centralised locations around the country (in Auckland, Hamilton, Wellington, Christchurch, and Dunedin) to get you what you need more quickly and consistently. You’ll always be able to talk to one of our team members when you phone us – no delays or call-backs.

For more information see our printable infographic.

Our new way of supporting you - for employers.

What it means for you as an employer

We’re creating more ways for your injured employee to access support from us and opportunities to improve their recovery. We’re changing from a one-size-fits-all approach to being more flexible to suit each person’s needs.

We’ve developed an online service, MyACC, which allows those supported by a recovery team to access a range of services such as claims details, equipment like knee scooters, and reimbursements for things like prescriptions, as well as requesting their recovery team contact them.

By helping your employees to self-manage their recovery on their own terms, at a time and place that suits them, we can all achieve better outcomes, including helping your employees return to work faster.

This means that some employees with simple injuries will be managing their own recovery online, and we won’t be contacting their employer about their injury. It's therefore very important for you to talk to your employee about their injury and work closely with them on their recovery.

For more complex claims we’ll contact both you and your employee, and we’ll work together to manage their care and recovery.

Your role as an employer is key in supporting someone back to work after an injury. Communication is important between you, your employee, your payroll department and us. We're always here to answer your questions and support you with this.

If you have questions about the level of support your employee is receiving, or feel there is something we should know, you can contact us.

Phone 0800 101 996.

When it's changing

We’re rolling out our new way of supporting our clients' region by region from late 2019 to mid-2020. You will be contacted if the transition affects you.

Date Location
September 2019 Dunedin, Timaru, Alexandra, Invercargill
February 2020 Hamilton, Tauranga, Whakatane, Rotorua, Gisborne, New Plymouth
March 2020 Christchurch, Nelson, Greymouth
April 2020 Manukau, Newmarket, Whangarei, Albany, Henderson
June 2020 Wellington, Hastings, Whanganui, Palmerston North, Hutt Valley, Porirua
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