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Claim FAQs

How do I make a claim?

The easiest way is for the person who has been injured, their employer or their representative to call their claims agent EML 1800 688 825 or Gallagher Bassett 1800 774 177 as soon as possible between 8:30am – 5:00pm Monday to Friday. More information on how to make a claim can be found on our report an injury or make a claim page.

What information is needed to start the claims process?

When you call, please have the following information handy so that we can start the claim:

  • the name of the person who has been injured, their contact details and date of birth
  • the date the injury occurred and how it happened
  • the name of the employer's claims agent if known, if calling ReturnToWorkSA.

The claims agent will ask for further details if needed, depending upon the circumstances of the claim.

Do I have to see a doctor before I make a claim?

We can start the claim process before you have had your injury assessed by a doctor and you've been provided with a Work Capacity Certificate.

Will you process claims over the phone?

Claims that won’t need intensive case management support may be processed on the phone provided the person who has been injured and their employer agree on the details of the claim.

Do I need to complete a claim form?

You don’t need to complete a claim form to start a claim and for some claims you won’t need to complete a claim form at all. Your claims agent will let you know if a form is needed. If a claim form is needed, a mobile case manager will help you and your employer to complete it during the initial face-to-face visit.

What confirmation will I receive when a claim has been made?

The person making the claim will receive a confirmation message to their mobile phone or email for their records.

What happens if I can’t call to make a claim?

You can use the new call back request form (which is available on ReturnToWorkSA's website and on our claims agents' websites) and we will call you so you can report an injury or make a claim.

How do workers of self-insured businesses make a claim?

Workers of self-insured businesses will need to contact their employer to report an injury or make a claim.