Claims Management

NSW legislation

Workers’ Compensation in NSW is managed by Agents on behalf of WorkCover and the Nominal Insurer.

Initial notification of an injury can be made by the worker, employer or by some other person acting on behalf of the worker, such as the treating doctor. The provisions implemented in 2002 allow Agents to begin weekly compensation payments and ‎injury management within seven (7) calendar days of initial injury notification in most cases. Even if a claim is made, provisional payments can continue up to a maximum 12 weeks. There is also a provision for the payment of medical expenses up to $7500. This ensures the payment of the necessary cost for the early and effective treatment of the injury and faster returns to work.

Allianz is committed to providing you with the highest level of care and courtesy. To assist you, Allianz has outlined our service promise and how you may contact us. Please refer to the PDF Download Customer Service Charter and the PDF Download Service Level Standards for more information.

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Customer Service & Complaints Management Model

PDF Download Customer Service & Complaints Management Model

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Register of injuries

All employers are responsible for maintaining the Register of Injuries. Employers are required to keep a Register of Injuries that is readily accessible in the workplace. The Register of Injuries is a current record of any injuries suffered by workers, whether they result in a claim or not. A standard register of injuries book with standard forms is available from Allianz on 1300 130 664 (Monday to Friday: 8:30am to 5pm) or the WorkCover Publications Hotline on 1800 658 134 (Monday to Friday: 9am to 5pm).

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Claim Lifecycle – What happens and when

The diagram below shows a typical lifecycle of a Workers’ Compensation claim. ‎This diagram is a simplified description of how a claim is handled, to give you an ‎idea of what you can expect from Allianz should you need to make a claim.

Claim Lifecycle
Step 1. (Injured worker step)A workplace injury is reported to the employer. In the case that a serious incident occurs involving a fatality or permanent injury or illness please phone WorkCover immediately on
13 10 50 for NSW
Step 2. (Employer step)The employer notifies Allianz with 48 hours of the injury/incident and is issued a claim number.
Phone: 1300 360 595 (Allianz First Report)
Fax in NSW: 02 9390 6633
Important note: please quote the claim number along with the injured workers’ name and date of injury on all future claims correspondence. Making a claim »
Step 3. (Allianz step)The Allianz Injury Management Team (IMT) will contact the employer, injured worker and the Nominated Treating Doctor to assess claim significance and ensure the injury management program has commenced. From this information ‘Provisional Liability’ is assessed and written advice sent explaining the outcome.
Step 4. (Allianz step)‘Provisional Liability’ payments begin for time lost. The employer is to ensure wage entitlements are received by the injured worker. All accounts / wage reimbursements sent to Allianz for payment.
Step 5. (Employer step)The injured worker and employer complete and return a Workers’ Compensation Claim Form together with a WorkCover Medical Certificate.
Step 6. (Allianz step)Allianz determines liability within 21 days of receipt of a completed Workers’ Compensation Claim Form and a WorkCover Medical Certificate.
Step 7. (Allianz step)Liability accepted
The Allianz Injury Management Team collaborates with the worker, employer and Healthcare Professional to return the injured worker to health and work as soon as possible.
Liability not accepted
The Allianz Injury Management Team will notify the employer and injured worker of the liability decision in writing.
Step 8. (Injured worker step)Injured worker is declared fit for work. All accounts / wage reimbursements sent to Allianz for payment.
Step 9. (Allianz step)
Allianz closes the claim

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Further assistance

Contact should always be directed to Allianz in the first instance if you are not satisfied with your experience. If however you remain dissatisfied with the resolution provided and require further assistance in relation to your Claim or notice, you can contact WorkCover’s Customer Service Centre on 13 10 50, your union legal representative or the WorkCover Independent Review Office (WIRO) on 13 94 76.

The WorkCover Independent Review Office (WIRO) provides an independent complaints solution service for Workers who are unhappy with a decision made by their insurer. WIRO also provides funding for legal advice. For more information or to make a complaint, call WIRO on 13 94 76 or visit their website at

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Dispute resolution

A new Workers' Compensation Commission has been established, providing a single organisation that helps parties come to agreement about a dispute or, when needed, will make a decision about a dispute.

The Workers' Compensation Commission deals with all disputes arising out of workers' compensation claims made on or after 1 January 2002. The Workers' Compensation Commission can determine the following:

  • Interim Payment Directions – The Commission can order interim weekly compensation payments for limited periods, and for payment of medical expenses (up to $7500).
  • Weekly benefits paid as compensation for loss of earnings.
  • Medical and related expenses
  • Permanent Impairment / Pain and Suffering. (approved medical specialists will form part of the WCC and will deal with medical disputes by the issue of a Medical Assessment Certificate. The Certificate will be conclusive in the event of a permanent impairment claim).
  • Compensation for the death of a worker
  • Management of a worker's injury / illness in the workplace (suitable duties).

For further information visit the following websites:

Contact us

Contact us with your workers' compensation enquiries.

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