Information for Providers: Injured worker transition from CGU workers compensation

This information outlines what you need to know as a provider to workers affected by this transition.



CGU Workers Compensation (CGU) informed WorkSafe in December 2020 that they were transitioning out of their role as an Authorised agent in the Victorian workers compensation scheme. WorkSafe has been working closely with CGU to transition injured worker claims to the new agents, with as little disruption as possible.

Transition information

Who has been affected by CGU transitioning out of their role as an authorised agent?

Employers and affected clients have recently transitioned from CGU to one of the four ongoing agents (Xchanging, Gallagher Bassett, Allianz and Employers Mutual Limited (EML)) between the end of March and the end of May.

Close to 510 claims of long-term injured workers have been transferred from CGU to WorkSafe to directly manage.

How will the WorkSafe managed injured workers be supported going forward?

WorkSafe has a specialist team to support these injured workers and manage their claims, ensuring they continue to receive the support, treatment and care they need. Invoices can be sent to [email protected].

How have injured workers been informed of this change?

Injured workers have been sent a letter to inform them of who (agent or WorkSafe) will be managing their claim and their transition date.

What does this mean for providers who are servicing these injured workers?

Postal mail

Invoices with the correct worker's claim number and details that have been directed to a CGU address via post have continued to be paid after being redirected. Providers who have been sending mail to CGU by post in the past few months should have been contacted by a representative on behalf of WorkSafe to advise of contact details of the new managing agent.

The postal mail box for CGU will cease to operate from 31 July 2021. This mail will be returned to you as per Australia Post’s normal return mail process. We suggest you contact the injured worker to confirm their new managing agent.

Invoices with the incorrect claim number details were required to be reviewed further. If sufficient information was received, a representative on behalf of WorkSafe may have contacted you to advise you of what information was missing from your invoice and also of the new managing agent.


Any emails sent by providers from 30 April 2021 would have received a bounce back. Bounce back emails were advising providers of coming changes.

CGU email addresses are no longer active.

Please contact the worker directly to confirm which agent they are now being managed by.

Agent contact details

Please note the workers claim number and invoicing process will remain the same.

Further information

If you have any questions regarding the transition in general please contact [email protected].

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