How we support clients throughout their recovery

It’s important that those recovering from an injury have access to the right level of support, at the right time. There's a range of ways clients can access support from us, so together we can better meet their individual needs.

How our teams support clients

Our teams support injured people through their recovery journey. Different teams provide different levels of care that are specific to an injured person's needs.

Some injured people can take control of their recovery by mainly using online tools such as MyACC to manage their claim and order services. Others will have support from a team or an individual, depending on their recovery needs and circumstances.

Injured people with more complex needs that require one-to-one support will have one of our dedicated recovery team members, their providers, and their employer to ensure a successful recovery.

Injured people may transition across teams, as their needs change throughout their recovery journey.

Tasks, which used to limit our availability for customers, are now managed by a dedicated administration team. The administration team specialises in many of the activities that matter to you, for example, referrals, purchase orders, and requests for health records.

Our quick reference guide has more information about our recovery teams, how they're structured, and how they support clients.

Print the infographic:
How we work to support our clients better

Watch Aroha's journey that illustrates how injured people can access support as they recover.

Aroha's recovery journey

Video transcript for Aroha's recovery journey

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Animation of buildings, vehicles, and nature.

 

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Animated Aroha inside a moving vehicle.

Transcript

Narrator – “This is Aroha. Aroha is a driver for a courier company."

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Aroha playing netball and then sitting on a chair.

Transcript

Narrator - "She's been playing social netball after work, and has injured her ankle.”

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Aroha sitting on a chair, ball rolling away and ACC logo appears.

Transcript

Narrator – “Because Aroha’s injury was an accident, ACC will pay for her care and recovery.”

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Aroha in an animated medical setting with a doctor.

Transcript

Narrator – “Aroha sees her doctor, who confirms she has suffered a serious strain to her ankle ligaments.”

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Doctor using the computer with outgoing request.

Transcript

Narrator - “Straight away, the doctor makes an ACC claim on her behalf.”

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ACC staff using the computer with incoming request.

Tick sign appears on screen.

Transcript

Narrator – “We receive her claim electronically, assess and accept it immediately.”

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Aroha sitting at the doctor’s.

Mobile appears on screen.

Transcript

Narrator – “We let Aroha know her claim is accepted with a text, potentially while she’s still at the doctor.”

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Tick sign appears in-front of the mobile.

Transcript

Narrator – “That’s one less thing for Aroha to worry about!”

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Animation of an hourglass.

Transcript

Narrator – “In the past, it may have taken up to a week for a letter to arrive, giving Aroha the details of her claim.”

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Animated mobile appears beside the hourglass.

Transcript

Narrator – “Aroha also gets access to the new MyACC portal, where she can see all her claim details and information on how we’ll support her recovery.”

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Aroha in a home setting.

Transcript

Narrator – “Aroha’s injury means she’ll be off work for a while.”

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Animated mobile appears displaying MyACC application.

Application shows the “Weekly compensation request” option ticked.

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Narrator – “Through MyACC she requests weekly compensation.”

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Animations plays "up to 80%" on mobile.

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Narrator – “We’ll pay up to 80 per cent of her salary, starting from her second week off the job.”

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Animation on mobile appears with options “Knee Scooter” and “Shower Stool” ticked.

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Narrator – “She also orders equipment to help support her recovery, like a knee scooter and a shower stool.”

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Animation of parcel boxes dropping next to where she is sitting.

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Narrator – “These are approved and received quickly.”

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ACC staff member is animated.

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Narrator – “One of our Recovery Assistants gives Aroha a call. They discuss her recovery plan, as its important to get her “back on her feet”.”

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Animation of a tick sign.

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Narrator – “We check to make sure she’s got all the support she needs.”

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Aroha at home with her leg up on the ottoman.

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Narrator – “Aroha follows her doctor’s advice and sticks to her recovery plan.”

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ACC staff member is animated.

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Narrator – “She phones our Assisted Recovery team a few times during her time off work to get advice and support.”

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Tick sign appears on screen.

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Narrator – “She gets the same consistent service whoever she speaks to.”

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Aroha with a Physio and ACC logo appears.

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Narrator – “Aroha also needs some physio sessions, which were included in her recovery plan. We pay for part of these.”

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Tick sign appears beside physio and under ACC logo.

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Narrator – “The physio works on strengthening her muscles, and helps her to make a full recovery.”

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Animation of Aroha and her employer.

Transcript

Narrator – “Aroha and her employer work together to support her gradual return to work.”

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Panning animation of Aroha driving her car through the city.

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Narrator – “Soon Aroha’s back at work full time. It takes a bit longer – but she gets back on the netball court too.”

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ACC logo appears.

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Narrator – “Aroha’s story outlines some of the ways we’ll be making it easier for you to get the support you need.”

More information

Our question and answer resource for providers has detailed information on the changes we made to support injured people.

ACC’s new way of supporting injured people - questions and answers for providers

Find more about:

Types of ongoing support

Types of financial support

Get or give independent help with claims

Injured people can also have their ACC claim decisions reviewed. 

Review an ACC decision

We’re here to help. Contact us if you have any questions about your patient's recovery.

Contact us

If you have any questions, contact us:

Phone 0800 222 070 (Monday to Friday, 8am to 6pm)
Email providerhelp@acc.co.nz

Last published: 29 August 2023