Digital tools for workers compensation

Workers compensation procedures can be a burden to both affected workers and businesses, but digital tools are emerging to help navigate through a complicated system.

The thought of workers compensation is enough to make anyone cringe; employers and employees alike. It was recently referred to by NSW Minister for Finance Dominic Perrottet as a ‘journey’ — and with good reason, since the process can be long and complicated from injury to return to work; if you return at all.

For workers there are injuries or illnesses to contend with — undoubtedly painful and frustrating, often resulting in ongoing disruption to their normal lifestyle. For employers, they must deal with costs from loss of productivity, any follow-up investigations and possible charges of negligence, ensuring legal compliance and supporting a worker through their recovery. And then there is the system to navigate. There are 11 major workers compensation systems in Australia; six Australian states and both territories have developed their own workers compensation laws and the Commonwealth has three schemes.^[1]

A simple internet search on the topic shows an abundance of information and resources available, but it can be a chore knowing what is current or applicable to you. However, the headache may just be lessening for those caught up in the rigmarole with the help of digital tools designed to simplify the process.

Going online

Of the digital tools to emerge in recent years, some have been geared towards the needs of claimants and others towards businesses. IT developer Glen McIvor noticed businesses were increasingly burdened by the administration of claims and many existing systems were suited to companies that self-insured, not those under insurer schemes. He saw a gap in the market for managing workers compensation claims and created an online solution called injuryConnect.

McIvor said the system is designed to provide a solution for those that are not self-insured and operate in multiple states. “Our system has a lot of functionality not found in others, including automated alerts to improve compliance with WorkCover.”

The workers comp process is notoriously known for its paperwork in managing injury information. injuryConnect is a centralised online system with options to email notes, access pre-populated forms and store claim information, giving businesses immediate access whether on- or off-site, as well as eliminating the need for paper-based files.

“Bunnings are a key client of injuryConnect and they found they saved over $80,000 a year due to the move to injuryConnect just in the reduction in paper, scanning, filing and archiving of paper-based files related to workers compensation claims,” McIvor said.

The NSW Government also recently announced an online tool for businesses developed by WorkCover NSW. Employer Assist is designed to give businesses information specific to their needs, without having to work through large volumes of information on the agency’s website.

The tool has been optimised for mobile, tablet and desktop use and addresses most of the common questions businesses have asked when calling the WorkCover customer service centre.

Apps for injured workers

While there seems to be an app for just about everything, WorkCover Queensland was the first in Australia to introduce a mobile app giving injured workers the ability to track the progress of their workers compensation claim. Worker Assist was released in August last year and allows users to view wages payments, directly message key stakeholders or receive notifications of new messages, track appointments or claim expenses by uploading photos of receipts. Within a few months, around 2500 injured workers had already downloaded the app.

WorkSafe Victoria was not far behind with its release of VicClaim in June this year. The free app includes features like GPS navigation to locate service providers close by, a list of the people involved in the claims process and how they can help, as well as details about treatments available to injured workers to assist in their recovery. Simon Bailey from WorkSafe’s Insurance Business Unit said the new app not only improved access to claims information, but it also explained the workers comp system in Victoria.

NSW has yet to introduce its equivalent; however, a companion resource to the Employer Assist online tool is currently in development for injured workers. Early results from a recent survey of injured workers and their experiences with the NSW workers compensation system have shown that the majority of responders feel there is a lack of case manager support and a need for better access to information. NSW Minister for Finance Dominic Perrottet said he has asked WorkCover NSW to examine the results “closely and determine how best to put the customer at the centre of what they do”.

With the trend towards digital, it is likely that tools and apps are increasingly going to be looked at as a way to improve and manage the workers compensation experience for both workers and businesses into the future.

[1] Safeworkaustralia.gov.au, 30 September 2013, ‘Key Workers’ Compensation Information, Australia 2014’, viewed on 4 August 2015, p.3, <http://www.safeworkaustralia.gov.au/sites/SWA/about/Publications/Documents/901/key-workers-compensation-information-2014.pdf>.

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