How Claims Management Services Improve Employee Satisfaction and Retention

At Injury Management Australia (IMA), we support employers and workers through efficient claim handling, return-to-work coordination, and cost management. This guide explains clearly what steps to follow, how you’re involved, and how IMA can help. (Note: we don’t handle legal advice or unrelated services.)

1. Understand What’s Covered

Workers compensation covers physical injuries and work‑related illnesses, including many psychological injuries from bullying, trauma, or stress, though some state reforms (e.g. NSW) have tightened eligibility caps and thresholds for mental harm.

If your organisation is part of the federal Comcare scheme such as Commonwealth agencies or self-insured entities you follow the SRC Act process, managed by Comcare .

2. Report the Injury Quickly

• Tell your employer or supervisor immediately ideally in writing to ensure there’s an official record. Some states (like NSW and Tasmania) require notification within 48 hours.
  
• Your employer should record the injury in the register of injuries, and give you a copy. Always keep your own evidence, your version of events, time, witness names, and if possible, photos of the injury or scene.

3. Get Medical Help & Certificate of Capacity

• See a doctor promptly, your regular GP or a specialist like a psychiatrist if relevant.
  
• Ask for a Workers Compensation Certificate of Capacity, including:
  
  • Diagnosis
  • Date and cause of injury
  • Your capacity to work
  • Recommended treatment
• This certificate is essential so your claim can go ahead; it also triggers entitlement to weekly payments and medical reimbursements.

4. Lodge the Claim Form

• Your employer should give you the standard claim form, which includes your section.
• Complete your part carefully, attach the Certificate of Capacity, and submit it back to your employer.
• The employer then completes their section and passes it on to the insurer or relevant authority via online portal or postal/mail method.
• If the employer fails to provide a form or refuses, you can approach the insurer directly or contact your state scheme regulator for assistance.

5. Timeline and Time Limits

Key deadlines vary by state:

In New South Wales (NSW) and Queensland (QLD), workers are generally advised to notify their employer of a workplace injury within 48 hours, but legally you must do so within 30 days. The claim form should be lodged within 6 months of the injury. However, extensions of up to 3 years may be granted if there's a reasonable excuse for the delay.

In Victoria, workers should notify their employer as soon as possible after the injury occurs. The claim must be lodged within 6 months, or from the first time the worker becomes aware of the injury.

In Western Australia (WA), the injury should also be reported to the employer as soon as possible. You have up to 12 months to lodge the claim.

For South Australia (SA), Tasmania (TAS), and the Australian Capital Territory (ACT), you are required to notify your employer as soon as possible. Claims must be lodged within 6 months of the injury.

In the Northern Territory (NT), workers must notify their employer within 7 days of the injury. The claim form must be submitted within 6 months.

Long-tail injuries like gradual onset illnesses or psychological conditions count from the day you first see a doctor who links it to your work.

For common-law claims (if you seek damages for employer negligence), separate court deadlines apply generally within three years of the injury or diagnosis, depending on location and impairment thresholds.

6. What Happens After You Lodge

• Once the insurer has your form and medical certificate, they must begin provisional payments (covering lost wages or medical costs) within 7 days.
• The insurer must inform you in writing whether liability is accepted within 7 working days or advise if they need more information and why.
• If you’re in Tasmania, employers must notify the insurer within 3 working days, and send the documents within 5 working days.
• Once accepted, you should receive full weekly payments and medical expense reimbursements, typically within 7 days of decision.

7. Return‑to‑Work Plans

If your injury keeps you off work for more than a few days (e.g. five+) most states require the employer to prepare a return-to-work plan within about 10 working days, outlining suitable duties and rehabilitation steps.

At IMA, we help design and implement those plans, coordinate medical and rehab services, and ensure claims flow smoothly to support recovery and cost control.

8. How Injury Management Australia (IMA) Helps

• Claim co-ordination with insurers and authority carriers on behalf of your organisation
• Stakeholder engagement: employers, doctors, workers, insurers
• Return-to-work planning and support to ease workers back safely
• Cost containment: reducing delays, avoiding disputes, controlling medical and wage costs
• Support tailored to your volume and risk profile

IMA is not a legal firm; our strength lies in efficient claim logistics, management, and return-to-work coordination, aligned with your internal processes.

Why Use IMA?‍

By choosing Injury Management Australia to support your workers compensation claims, you benefit from:

• A trusted team with over 265,000 recovered claims and 96% satisfaction rate
• Expertise in smooth, efficient claim management and return-to-work services
• No‑nonsense, non‑legal support that reduces burden on HR and workers
• Custom service levels tailored to your volume, risk profile and goals

If you'd like help reviewing your internal claim processes, tailoring return‑to‑work solutions, or simply having someone manage the coordination across parties, get in touch at assist@imaus.au or call 1300 477 662.

Frequently Asked Questions (FAQs)

1. Can I claim compensation for working-from-home injuries?

Yes injuries sustained while working from home (even during authorised breaks) may count if they’re work‑related. For example, a case in South Australia awarded compensation for an injury during a lunch‑time break at home. Always report the incident promptly and lodge the claim within the standard timeframe (e.g. 30 days).

2. What if the injury isn’t obvious until later (like stress or repetitive strain)?

Time limits usually start when you first know or should reasonably know the injury is work-related. So if symptoms emerge later, the six‑month window often starts from the date of diagnosis or awareness and not the incident date.

3. What if my employer refuses to give me the claim form or delays?

You can contact the insurance company or your state authority directly. Complaints or assistance can also be sought from bodies like SIRA, Comcare, or WorkSafe depending on jurisdiction.

4. How long will the claim process take?

Straightforward cases may be resolved within a few months. Insurers must begin provisional payments within 7 days and decide on liability soon after. Complex or disputed claims may take longer, especially if ongoing treatment or common‑law matters arise.

5. What if I missed the six‑month deadline?

A late claim may still be accepted where you can show a valid reason—such as delayed diagnosis, ignorance of scheme processes, or being away from the state. Claims beyond three years are very rarely accepted, except in cases of serious injury or death.

6. What support am I entitled to if my claim is accepted?

• Weekly income replacement if you can’t work
• Medical and rehabilitation costs covered
• Lump sum payments for permanent impairment or pain and suffering under certain thresholds
• Return‑to‑work coordination, vocational retraining or placement assistance.

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