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The Claims Process Overview

Click on each step below to find out more information about it.

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Employer's duties and obligations

Worker's duties and obligations

Step One: If you or your worker has a work-related injury or illness
  • Ensure anyone who is injured seeks appropriate treatment
  • If there has been a serious incident, notify VWA immediately on 13 23 60
  • Ensure the Register of Injuries is filled out
  • Communicate regularly with your worker while they are off work
  • Start planning for return to work

More about what to do if your worker has a work-related injury or illness

  • Seek appropriate treatment
  • Notify your employer in writing of your injury or illness
  • Decide whether you want to lodge a claim

More about what to do if you have sustained a work-related injury or illness
Step Two: Making a claim
  • Acknowledge that you have received the claim
  • Complete an Employer Injury Claim Report
  • Lodge the claim online within 10 calendar days
  • You may be asked to co-operate with a Circumstance Investigator
  • Your worker may be required to attend an examination
  • Appoint a Return to Work Coordinator if required
  • Develop a return to work plan
  • Stay in contact with your worker while they are off work

More about making a claim

  • Plan with your employer about returning to work
  • Obtain a ‘Certificate of Capacity’
  • If a motor vehicle was involved, report it to the police
  • Complete the Worker’s Injury Claim Form
  • Submit the claim form to your employer
  • You may be required to attend an examination
  • You may be asked to provide a statement
  • You will receive a decision within 28 days

More about making a claim
Step Three: After the claim has been assessed

If the claim has been accepted:

  • Continue to plan for your worker’s return to work
  • Ensure your worker continues to be paid if they lose income
  • Forward any Certificates of Capacity to your VWA Agent
  • Pay any medical excess
  • Comply with your obligations

More about after the claim has been assessed

If your claim has recently been accepted, you should:

  • Continue to send Certificates of Capacity to your employer
  • Request prior approval before accessing certain treatments
  • Send your treatment invoices or receipts to your employer unless advised otherwise
  • Send your treatment invoices or receipts to your VWA Agent if advised to do so
  • Ask your treatment providers to bill your Agent directly

You should also continue to do the following, which you can read about in Step Two: Making a claim:

  • Participate in return to work planning
  • Be aware that you may be required to attend an Independent Medical Examination

More about after the claim has been assessed

Step Four: The next steps of the accepted claim
  • Keep in regular contact with your worker while they are off work
  • Be aware of the change in weekly payments at 13 and 52 weeks

You should also continue to do the following, which you can read about in Step Three: After the claim has been assessed.

  • Forward any invoices or receipts for treatment that you receive directly to your VWA Agent
  • Pay your worker weekly payments for loss of income if they are unable to do their normal work
  • Forward any Certificates of Capacity to your VWA Agent
  • Continue to comply with your return to work obligations

More about the next steps of the accepted claim

  • Be aware of the change in weekly payments at 13 and 52 weeks
  • Be aware of the change in your employer’s obligations at 52 weeks
  • Provide your employer with a clearance certificate
  • Participate in return to work planning
  • Keep your Certificate of Capacity up to date
  • Request prior approval before accessing certain treatments
  • Provide your employer/Agent with accounts for treatment expenses
  • Be aware you may be required to attend an Independent Medical Examination

More about the next steps of the accepted claim

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