Aroha's Story


Released 29/11/2019

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Panning animation of buildings, vehicles and nature

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Narrator – “At ACC we’re changing the way we work to make it faster and easier for you to access care and support services.”

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Animation zooms into the road

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Narrator – “Here’s an example of how our new service will work.”

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Animated Aroha inside a moving vehicle

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Narrator – “This is Aroha.”

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Aroha playing netball and then sitting on a chair

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

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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

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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

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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

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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

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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

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

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Animation of an hourglass

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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

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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

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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

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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.”