Claim approval text message now shows claim number
Our kiritaki (clients) are now getting their ACC45 claim number in a new claim approval text message, making it easier to start their recovery journey.
In early September 2024 we made an improvement to our claim approval notification process. Most kiritaki will receive a text message from us confirming a claim approval decision, date of injury and ACC45 claim number. They will not receive a posted letter. Kiritaki can use their claim number straight away when seeking treatment.
Making the experience easier
Previously, our kiritaki would receive a brief text message confirming their claim was approved – but with no claim number included. This was followed up with a posted letter containing that claim number. This letter could arrive up to 14 days after the initial text message, depending on postal service timeframes.
Around 1,600 people a month were calling us to ask for their claim number and over 500 would search for this online.
This is one of a range of changes we’re making to streamline our processes and make it quicker and easier for kiritaki and providers to access the service and support they need.
We’ll still send some letters
Some kiritaki will continue to receive a posted claim letter. These include under kiritaki aged under 16 years old, those without a mobile number, and specialist claim types, for example treatment injury, dental, hearing loss, or sensitive claims. We can also generate a letter if kiritaki request a physical copy of their claim approval decision.
Keeping safe with digital communication
We use many ways to communicate with our customers, including email, text message, phone, posted letters, and live chat. Some of our emails and text messages contain URL links through to our website and online services.
If you or your kiritaki receive a digital communication from us and are unsure if it’s genuine, don’t click anything. Our website has our verified phone numbers and email addresses where you can call or message us back to confirm if the communication is genuine. If in doubt, check it out.
We have recently updated our guidance on how to stay safe online and spot a scam.