Recovery at work insider - SIRA's Claims Management Review

25 November 2025

Welcome to Recovery at work insider. This monthly email is designed for employers, workplace rehabilitation providers and other stakeholders who support recovery through work. You can view previous editions on the SIRA website.

This month we are looking at SIRA's Claims Management Review 2025.

What are the key findings of SIRA's Claims Management Review?

SIRA's Claims Management Review published in September 2025 identified four key findings:

• A system-wide shift to a person-centred approach is needed.
• Embedding person-centred claims practices improves outcomes.
• Support for workers and employers needs to be enhanced.
• Reducing administrative burden and striking a better balance between prescriptive and principle based regulation will free up resources to enable a greater focus on recovery and return to work outcomes¹.

Why is it important?

• The nature of work is changing. Workers face increasing job demands, blurred work-life boundaries and rising expectations for health and wellbeing support.
• Employers, especially small businesses, often lack the time and resources to navigate complex claims processes.
• Psychological injury claims are rising across all insurer types in NSW, making up 12% of active claims in FY2023-24 but 27% of total claims costs. These claims are more complex and require tailored, person-centred approaches to support recovery and return to work.

From the evidence

• Early intervention, supportive communication, and tailored injury management planning are critical to recovery.
• Workers who feel supported and involved in their claims process are more likely to return to work sooner. However, many workers report poor experiences due to delays, lack of empathy, and having to repeat their story to multiple case managers.
• Employers also report feeling overwhelmed by red tape and unsure how to support their workers. Many employers have limited knowledge and experience with the workers compensation scheme, and rely on their insurer for information, guidance, and support.
• There is strong evidence that work-focused interventions are critical to improving recovery and RTW outcomes for workers with psychological injury. Suitable work is an integral part of treatment, rehabilitation and sustainable recovery¹.

What can you do?

Employers play a vital role in recovery at work.

Here's how you can help:

• Engage early and positively with your worker after an injury.
• Provide suitable work and explore alternative work options with your worker.
• Communicate clearly and consistently, using plain language.
• Work collaboratively with your insurer and workplace rehabilitation provider.
• Build your workers compensation literacy to better support your team.
• Take a person-centred approach with your workers with an injury.

A person-centred approach means focusing on your worker’s goals, strengths and needs - not just the process. It’s about empowering workers to be active participants in their recovery and return to work journey.

Resources and tools

• A workers compensation guide for employers
• Providing suitable work
• Key employer obligations and penalties

References

1. SIRA Claims Management Review Report - 2025