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Tailored support for your recovery

Your recovery works best when everyone works together to shape support around your needs. This includes you, your employer, your doctor and others involved in your care.

Support for when life gets tough

When life gets hard – whether with financial stress, health concerns or personal struggles – there’s help and support available.

Find more support

What you can expect

We focus on clear communication, the right plan and practical help to get you safely back to work and life.

Planning your recovery involves several people:

  • you
  • your employer
  • your doctor or specialist
  • us (the insurer).

You know your situation best, and your doctor or specialist knows the right treatment for you.

Together, you’ll decide what support you need to reach your recovery goals and then discuss this with your employer.

Be open about what you need

Good communication from the start is important.

You should:

This helps everyone understand how to support you.

Our role

We’re here to help. We make sure everyone understands what they need to do so that you get the right support at the right time.

Other roles

Your doctor will explain your treatment clearly, and your employer will be open about what they can offer in the workplace.

What tailored support means

When we help plan your recovery and return to work, we use two key approaches:

  • The biopsychosocial approach – understanding the whole person.
  • The person-centred approach – putting you at the centre of your recovery planning.

These approaches work together so your recovery and goals are tailored to you.

Biopsychosocial approach

Biopsychosocial means to ‘understand the whole person’.

Everyone’s recovery is different. Even when two injuries look similar, your experiences, challenges and support needs may not be the same.

We also know that your injury can affect many areas of your life, so with this approach we look at three factors:

  • biological
  • psychological
  • social.

We look at all these areas because they can impact how you heal and how you return to work. You may be affected in more than one way and that’s okay, everyone is different.

How these factors might affect your recovery

We look at all these areas because they can impact how you heal and how you return to work. These factors may affect you in more than one way – and that’s okay, everyone is different.

We’ll talk with you about your experience so we can understand your challenges and find solutions that work for your situation. 

Person-centred approach

A person-centred approach puts you at the centre of your recovery planning. Your goals, needs and preferences, guide every step we take together. 

We use this approach to develop your individual My Recovery Plan, basing it on what matters most to you. 

We’ll work with: 

  • you
  • your employer
  • your doctor or specialist
  • other treating providers. 

We tailor your plan to you, giving your recovery the best possible chance of success.

You can ask us for a copy of your plan at any time during your claim.

Information for employers

When you’re planning your worker’s return to work, make sure you talk with them and keep the focus on their needs and goals.

You can support them using a person-centred approach by:

  • Keeping your worker’s My Recovery Plan flexible and adjusting it as their needs change.
  • Keeping the worker involved in decisions and giving them space to talk about their goals.
  • Listening to your worker’s concerns and solutions that feel right for them.
  • Being open and honest about what’s possible. If a suggested solution isn’t possible, explain why and try to find another option.
  • Personalising all communications with your worker (including letters, emails and other documents).
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