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Claims managers

For: Claimants Employers and managers Service providers Advocates Information seekers

A claims manager manages an employee’s claim for compensation for a work-related injury or illness, under the Safety, Rehabilitation and Compensation Act 1988.

This includes determining if the claim is accepted and if there is liability for support and benefits.

The role explained

Claims managers assess and manage claims for compensation.

They support employees throughout the compensation claim process.

They work with the employee, their employer, treating practitioners and rehabilitation case manager to support the employee to return to health and safely remain at, or return to, work where possible.

Responsibilities of claims managers

Claims managers have a responsibility to:

Who manages the claim

Table 1: Claims management arrangements for employees in the Comcare scheme
For employees of: The claim is managed by:

Australian Government agencies and statutory authorities


Australian Government agencies with a delegated claims management arrangement

The employer, a claims management provider contracted by Comcare, or Comcare.

Self-insured licensees

The employer or their approved claims management provider.

Information for claims managers

Core capabilities

Scheme guidance

We provide scheme guidance to help you understand and apply the Safety, Rehabilitation and Compensation Act 1988 (SRC Act).

In August 2020, eight new scheme guidance were released to assist claims managers.

Discover our guidance on applying the SRC Act

Training and e-guidance modules

We provide face-to-face training and digital learning. See Training and learning for more information.

Our scheme e-guidance modules are designed to develop or improve your skills and knowledge. Each module includes case studies and questions to help you manage the return to work process and assess claims.

Our scheme e-guidance modules are provided through Comcare's learning management system called Comcare LMS. You first need to create an account in Comcare LMS and then login with your email and password. See steps to create an account. After you create an account, login to Comcare LMS and view learning options.

Scheme e-guidance designed for claims managers is:

Select the link to open the module and login to Comcare LMS with your email and password.

Page last reviewed: 18 February 2020
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GPO Box 9905, Canberra, ACT 2601
1300 366 979 | www.comcare.gov.au

Date printed 01 Oct 2020