Online claims: Frequently asked questions for employers

An online claim is a workers’ compensation claim submitted by a worker using myWorkSafe, or responded to by an employer using myWorkSafe.

myWorkSafe is our online self-service tool that lets you manage WorkSafe services for yourself or an organisation, including:

• applying for, renewing and managing licences
• submitting and managing claims
• submitting a general enquiry

Submitting a claim online helps make the claims process quicker and easier.

It also means:

• faster submission through a mobile device or computer
• greater visibility of claims status
• more streamlined processing using electronic document sharing and signatures
• receiving digital reminders and notifications

For information on how to sign up for online claims, see Online claims information for employers.

Online claims information for employers

For information on how to set up a myWorkSafe personal account, see How to create a myWorkSafe account.

How to create a myWorkSafe account

For any further questions about myWorkSafe registration or account access, you can call WorkSafe Advisory on 1800 136 089 – available from 7:30AM to 6:30PM, Monday to Friday.

A Claims Administrator role lets you view and manage online claims on behalf of your business using myWorkSafe.

Only those responsible for managing worker claims should hold this role. You must apply for a Claims Administrator role to gain access to your business account in myWorkSafe.

You will need a myWorkSafe personal account before you can apply for a Claims Administrator role.

Then, you can start your application for a Claims Administrator role from the 'Claims' tile in your myWorkSafe personal account. 

If you have a myWorkSafe Manager or myWorkSafe Manager Delegate at your organisation, ask the person to assign you as a Claims Administrator.

If you are unsure, you can begin the application process - you will receive an update during the process if there is a person with the role in your organisation. They will need to approve your Claims Administrator role application. 

Yes, you will need to apply for a Claims Administrator role for each business. You can view all claims from the 'My workers' claims' page if you are a Claims Administrator for multiple businesses.

The first step is to ensure you have a myWorkSafe personal account.

To apply for a Claims Administrator role, you will need to have your WorkCover Employer Number (WEN) available to start the application process.

The Claims Administrator application process requires digital verification – this is done by emailing you a one-time passcode or an online identification check. To use the one-time passcode option, the email entered must match the claim or premium email currently in the employer’s agent system.

If an identification check is required, this is completed through Service Victoria. This requires 100 points of ID which can include documentation such as a driver licence, Medicare card and passport. You won’t need to upload any of these documents, just enter the details.

To complete this application you may also need to provide a valid claim number from your employer’s history, or the Workplace Industry Classification (WIC).

A myWorkSafe Manager or a myWorkSafe Manager Delegate in your organisation can remove a Claims Administrator by deselecting the checkbox next to that person's name on the Manage user's roles page.

To deactivate a Claims Administrator role (where there is no myWorkSafe Manager/Delegate at your organisation), you can:

• contact your WorkSafe agent
• contact WorkSafe Advisory on 1800 136 089 between 7.30 am and 6.30 pm, Monday to Friday
• submit an online enquiry in myWorkSafe.

Your organisation may have a myWorkSafe Manager or myWorkSafe Manager Delegate who can manage and view Claims Administrators for your organisation.

If not, an authorised person from your organisation can request the details of Claims Administrators that might be registered against your WorkCover Employer Number.

• contact WorkSafe Advisory on on 1800 136 089 between 7.30 am and 6.30 pm, Monday to Friday
• submit an online enquiry.

There is no limit to the number of Claims Administrators that can be registered to represent your business.

The online claim form is currently only available in English. If you or your worker require translator services, select Yes to the question 'Do you need an Interpreter?' This will take you to further information on WorkSafe's interpreter services. To speak to WorkSafe with an interpreter, call 131 450 and ask for your language. This service is available Monday to Friday (7:30am to 6:30pm).

You can forward the email to the correct person in your organisation to manage. They'll be able to apply for a Claims Administrator role and manage this claim.

To manage a claim online you'll need to log in to your business account. Business accounts have a black banner with your business name. You can switch to your business account by selecting the dropdown menu at the top right of the screen where you see your name. All personal accounts have a yellow banner and display your personal name.

Once you're in your business account you'll be able to view, manage, and lodge your worker's claim.

Once a claim has been submitted online you need to complete the claim through the online system. Please follow the steps to apply for a Claims Administrator role to complete this claim.

You can complete your parts of the claim form online using your business account even if your worker has submitted a paper claim. You will need to upload a copy of the worker's paper claim form and enter some key information provided by the worker on their form. Be aware that you are still obliged to forward the claim to your WorkSafe agent within the legislated timeframes.

Claims that aren't submitted online won’t be visible in myWorkSafe.

For a step-by-step guide to complete your worker’s paper claim form online, see Online claims information for employers.

Online claims information for employers

When your worker submits a claim for a mental injury/condition, you must complete and forward Part A of the claim form to your agent within three business days. You have the option to save Part B of the claim form and resume it at a later time, provided it is within 10 calendar days. Early submission of Part A helps injured workers access early treatment and support while they await the outcome of their mental injury claim. This support is called provisional payments. Eligible workers can access provisional payments for the reasonable treatment and services for up to 13 weeks, even if their claim is rejected. To learn more about provisional payments, see Provisional payments.

Provisional payments

You will receive a notification to complete Parts A and B of your injured worker's claim. You must complete and forward these documents within the required timeframes to avoid penalties. The claim is split into four steps for you to complete, just like the paper Workers Injury Claim Form. For more information on the online claims process, see Online claims information for employers.

Online claims information for employers

Our emails to you, or the 'Reminders and updates' section in myWorkSafe, will provide the notifications to complete Part B and the employer injury claim report. The status will tell you if it requires additional input from you to progress the claim. An ‘Employer review’ status will be visible on the 'Reminders and updates' section and the 'My Worker's claims' page, even when you submit your claim to your agent. This is a reminder to complete the optional employer injury claim report. We encourage you to complete and lodge an employer injury claim report to provide additional information relating to your worker’s claim.

Yes, some of the questions have been moved, edited or added to provide an improved experience for injured workers and employers. The new online claim form is a formally recognised and approved version of the Worker's Injury Claim Form. It's considered a digital version of the paper form and collects the same information. An example of this is the question 'After reviewing these details, did you include any missing information or provide different answers to what the worker stated?' This question is now in 'Step 5: Wages' on the online claim form, 'Question 6: Claim confirmation details.'

Yes, Part A of the employer claim form lets you provide the correct details.

Contact your agent, as the worker's claim form will have been forwarded to them.

Yes, Part B of the employer claim form allows you to provide additional information via a free text box or by uploading additional documents. This must be done before the claim is lodged to the agent.

You can also complete the employer injury claim report after lodging the claim to provide further information.

Confirmation of you lodging the claim form will appear on the screen once you have completed the employer section. You will not receive a confirmation email.

Once you've completed and lodged Parts A and B of the claim form, your agent will advise if the claim has been accepted within 28 days and a claim number will be issued. You can track the status of the claim via the 'My workers' claims' page or the 'Reminders and updates' section of myWorkSafe. You will also receive a link to this information in your confirmation email. For detailed information on the process of claiming after an injury, see After an employer submits an employee's claim.

After an employer submits an employee's claim

You can view all claims that have been submitted online from your 'My workers' claims' page in your business account.

Any claims that have not been submitted online can't be viewed in myWorkSafe.

Yes, if you are a Claims Administrator for multiple WorkCover Employer Numbers (WENs) you can view all online claims submitted against those businesses from a single page in 'My workers' claims' by filtering as required.

You can find the status of your worker's claim in the 'Reminders and updates' section of your myWorkSafe business account. For further information, see Online claims information for employers.

Online claims information for employers

No, submitting a claim online won’t impact the claim's eligibility or the decision-making. The timeframes and criteria for determining a claim outcome remain the same regardless of how the claim form is submitted.

Your injured worker can submit a claim using a paper Worker's Injury Claim Form. This form is available at any Australia Post location. Online claims can be submitted via any device, including smartphones and tablets.

myWorkSafe registration or account access queries can be directed to WorkSafe Advisory on 1800 136 089 Monday to Friday (07:30am – 6:30pm) or via a digital enquiry.

If you have any questions relating to completing the online claim form, please contact your agent.

No, you cannot reply to emails in myWorkSafe. Please contact your WorkSafe agent directly for any queries you may have.