The State Insurance Regulatory Authority (SIRA) has kickstarted its CTP Assist program in the NSW workers' compensation scheme.
CTP Assist, which aims to help people navigate the claims process and understand their entitlements, operates an outbound call service that proactively contacts injured people at key milestones during the claims process.
As part of the pilot of its CTP Assist program in the scheme, SIRA teamed up with self-insurers ALDI and Toll and specialist insurer Catholic Church Insurance to boost the support available to injured workers.
SIRA chief executive Adam Dent said the extra support from insurers aims to ensure that workers have the information and tools required to navigate their claims and return to work.
“Early access to support in the initial stages of a claim results in better recovery outcomes down the track,” Dent said. “With system return to work rates stagnating, even when unemployment is at its lowest levels, SIRA is stepping up to educate and empower workers.”
In the first 10 weeks of the pilot, 85% of customers reported an improved understanding of their return to work and recovery because of the program.
ALDI national work health & safety director Simon Borham said the CTP Assist program has been a welcome resource to their employees.
“The Workers Compensation Assist pilot has been a positive additional resource to ensure ALDI employees receive independent information to bolster the quality conversations from the claims teams,” Borham said. “ALDI employees are reporting a positive experience from the pilot, and the insights provided by SIRA each month help us drive continuous improvement within our workers' compensation program.”
SIRA encourages workers with psychological injuries, COVID-19 claims, and people with physical injuries to help them direct their claims journey, understand good works' health benefits, and become active in their recovery.
“I welcome other insurers to come on board to improve the support that is available to their injured workers,” Dent said. “The benefits of CTP Assist were recognised in the Statutory Review of the Motor Accidents Injuries Act 2017 and the Legal Supports Review, with both reviews making recommendations to expand this service.”
Aside from launching the pilot of the CTP Assist program in the NSW workers' compensation scheme, SIRA amended its workers' compensation surgeon fees.
