Deal well with WorkCover < Back
The following are some simple tips for dealing with WorkCover:
  • It is very important you to keep good records. For example, if you wish to claim travelling expenses being able to produce details of all your trips to and from doctors will make the task much easier. If there is an argument about your weekly payments because WorkCover allege you are not looking for work, keeping a record of all your attempts to obtain work can put you in a good position.

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  • When contacting WorkCover always refer to your claim number. Find out the name of your claims manager and ask to speak to them direct. If you have a discussion with any other person at the claims agent, always make a note of their name and extension. It can be very frustrating to deal with multiple people over the same issue and to have to repeatedly explain the position.

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  • Keep your own copy of all important documents. For example, when you receive a certificate of incapacity, the original should be provided to your employer. It can be very useful for you to send a copy to your WorkCover agent and to retain a copy for your own records. This will help to overcome any delays in making payments to you.

  • When submitting your medical certificates ensure that you complete the section on the back of the certificate about your work activities.  It is also useful to try and ensure that your certificates expire on a Saturday or Sunday to make it easier for WorkCover or your employer to calculate your weekly entitlement. This enables weekly benefits to be paid in whole weeks
  • Try and maintain a constructive working relationship with your WorkCover claims manager. The claims manager will have to make important decisions about your entitlements from time to time. Having a constructive relationship with your claims manager will be to your advantage. Sometimes the decisions that a claims manager makes can be very frustrating. Losing your cool can backfire as you will run the risk of being type cast as difficult or as suffering from a psychological problem! You are entitled to acquire an explanation of a case manager's decision and to discuss the decision freely with them, but it is important to 'keep your cool' with the claims manager. Often, claims officers make decisions that they are required to make under WorkCover's policies and they may have no discretion of their own.

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  • If you disagree with a decision, you can indicate to them that you understand that they have to work within guidelines. You can ask them to identify their superior and request to discuss the matter with them. If you still disagree with the decision, you should dispute the decision by referring the matter to conciliation. Many WorkCover decisions are overturned at conciliation

  • If you believe that your claim has been seriously mishandled, of course you can complain to the State Ombudsman. This can be a major step so it is important to ensure that your attempts to resolve the issue through other channels have failed.
It can also be very helpful to report your satisfaction with the conduct of your claims manager where they have been particularly helpful in assisting you with a matter. Sometimes dropping a line to the manager of the claims agent commending one of their staff for a particular assistance can work wonders!

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