Our new way of supporting you when you’re injured

We’re rolling out a new, more customer-focused approach to supporting you when you’re injured, from late 2019 to late 2020.

On this page

    What's changing

    We’re changing the way we provide our services, based on feedback from injured people we’ve supported.

    Some of you told us that we need to get out of the way, and others need more support than they currently get.

    We’re changing how we manage claims to match people to the right level of support.

    Most claims are for straightforward injuries, like sprains, strains and breaks, that don’t need anything more from us than just paying for treatment. These kinds of injuries currently make up to 94% of our claims.

    People needing more support will be supported by a recovery team and those who really need closer one-on-one support will be supported by a dedicated recovery team member.

    Many of you told us you just want what you need, faster. 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.

    Print the infographic

    You can print the infographic, which explains how we're rolling out our new way of supporting you:

    Print the Our new way of supporting you infographic

    Watch the video

    The 'changes to the way we provide our services, and what this means for you' video also gives you more information.

    What it means for you

    We’re creating more ways for you to access support from us.

    You can still go into a local branch if you need to but the reality for many people is they don’t want to go into a local branch, and don’t want to speak to someone on the phone – they just want to manage their recovery on their own terms, at a time and place that suits them.

    So, we’ve developed an online service, MyACC which allows those supported by a recovery team to:

    • access claim details
    • order services like taxis
    • request equipment, like knee scooters
    • request reimbursement for things like prescriptions
    • request their recovery team to contact them.

    It’ll be more convenient and transparent to you.

    When it's changing

    We're continuing to roll out our new way of supporting clients this year. Note that some of the timings below have been updated to reflect delays caused by COVID-19.

    We'll be in touch with you directly if the changes affect you.

    Date Location
    Complete Dunedin, Timaru, Alexandra, Invercargill
    Complete Hamilton, Tauranga, Whakatane, Rotorua, Gisborne, New Plymouth
    Complete Christchurch, Nelson, Greymouth
    Complete Manukau, Newmarket, Whangarei, Albany, Henderson
    Underway - due to be completed in early September 2020 Wellington, Hastings, Whanganui, Palmerston North, Hutt Valley, Porirua, Masterton
    Last published: 4 August 2020