Claims management

Self-insurers must perform claims management in accordance with legislation and demonstrate injury and claims management of a standard acceptable to us.

You must invest in the appropriate resources, develop expert capabilities, and manage claims to meet our claims management principles and standards.

Outsourcing claims management is permitted however it does not remove your responsibility to meet our expectations.

You are required to undertake a claims management self-audit and lodge the report with us.

You do that by:

  1. reading the insurer claims management audit manual and,
  2. completing the audit using the Excel audit tool, then
  3. documenting the findings in the report template.

You may be required to complete an audit improvement plan.

Further information is available in the Insurer claims management audit guide - PDF.