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The Accident Compensation Corporation (ACC) is launching a new system that will fast-track simple claims that meet specific criteria.
ACC said many claims will soon be accepted just as they are lodged - the idea being that the system will reduce the time it takes for clients to find out what’s happening with their claim. It will run on a statistical model that uses data from 12 million anonymised claims lodged between 2010 and 2016, to determine the probability that a given claim will be accepted. No claim will ever be automatically declined.
According to ACC chief operating officer Mike Tully, the new system will free up time for staff to focus on more complex and sensitive claims, which will continue to be reviewed manually, in the same way they are now.
“Currently we approve 96% of the two million claims we receive each year,” Tully said. “Our new system is looking to fast-track as many simple claims as possible, where it is fairly obvious that the injury was caused by an accident.
“For example, someone making a trip to the emergency clinic to have a cut stitched would have their claim fast-tracked.”
Tully noted that ACC plans to notify clients by text or email, possibly while they are still with their doctor following an accident. Clients will be informed that their claim has been already accepted, or that it has been received and ACC is working on it. This means they won’t have to wait days for a letter.
“This could give clients confidence that their initial treatment costs are covered and save them worrying about having to fund their initial treatment themselves,” he added.
The statistical model is being tested and independently validated by experts to ensure it is accurate and meets good practice guidelines for the use of personal data. The new system will be introduced later this year.
Additionally, ACC said it is looking at other technology-driven improvements for clients, including a self-service website where clients can view information about their claim and request further support.
