Case Study: How an outsourced Injury Management Advisor/RTW Coordinator Can Improve Claims Outcomes
Client Profile
Industry: Manufacturing
Workforce Size: 350 employees across multiple sites in NSW
Challenge: Rising workers compensation claim numbers, delayed recovery times, and increased premiums
The organisation had seen a steady increase in both psychological and musculoskeletal injury claims over a two‑year period. Injured workers were taking longer to return to work, and were not receiving consistent support, and managers were unclear about their obligations and how to support their staff. Premiums rose by 18% year‑on‑year, putting pressure on operational budgets.
To address these issues, the organisation engaged an Injury Management Advisor (IMA) to provide specialised support.
The Challenges
1. Complex claims with slow return‑to‑work progress - Multiple claims had stalled for months due to unclear communication between the insurer, medical parties, and the organisation.
2. Limited internal expertise - Managers were unsure how to navigate certificates of capacity and insurer requirements, nor what they were able to ask/request.
3. Insufficient early intervention - Injuries were often not reported promptly, meaning small issues escalated into long-term claims.
4. Administrative burden - HR staff were spending hours each week coordinating paperwork, follow-ups, and appointments — often without the technical understanding to influence decisions.
The Injury Management Advisor’s Role
The IMA was engaged for 2 days per week over a 12‑week period to:
Review open and historic claims
Liaise directly with the insurer and treatment providers
Provide coaching to managers
Implement improved injury reporting workflows
Lead return‑to‑work planning for complex cases
Identify cost‑saving and risk‑reduction opportunities
Interventions and Actions
1. Early Claim Triage and File Review
The IMA assessed 28 open claims and identified:
Five claims where appropriate treatment had stalled
Three claims suitable for upgraded duties
Five claims where inaccurate certification was delaying progress
Targeted strategies were put in place within the first two weeks.
2. Direct Insurer Engagement
The IMA escalated delayed decisions, clarified treatment pathways, and negotiated expedited case conferences, resulting in;
Faster approval of treatment
Reduced confusion for injured workers and managers
3. Improved Return‑to‑Work Programs
The IMA developed structured, realistic, and supportive return‑to‑work (RTW) plans, ensuring:
Duties were safe and meaningful
Progress was regularly reviewed
Barriers were identified early
Workers felt supported
4. Manager Training and Support
Short, practical coaching sessions helped supervisors understand their responsibilities and communicate effectively with injured workers.
5. System and Process Improvements
The IMA introduced:
Templates for RTW plans
A weekly claims dashboard
Scripts and checklists for early contact conversations
Outcomes After 12 Weeks
✔ Reduction in claim durations
Faster treatment approvals, clearer RTW plans, and proactive case management helped accelerate recovery.
✔ Long‑term stagnant claims resolved
✔ Premium impact improved due to reduction in wage payments
✔ Decrease in administrative burden for HR
✔ Stronger worker experience
✔ Managers more capable and confident
Why Engaging an Injury Management Advisor Works
Technical expertise in NSW workers compensation legislation
Advanced case management skills to progress claims efficiently
Independent oversight that helps identify missed opportunities
Better coordination across insurers, treatment providers, and employers
Reduced risk of long‑term claims through early intervention
Knowledge transfer that strengthens long‑term organisational capability
