Resources and key contacts for the Sensitive Claims Service

Released 28/03/2025

There are resources available to support you to deliver the Sensitive Claims Service. We encourage you to check these first if you have a question about the service. Providers should contact their supplier in the first instance if they have any questions.

If you can’t find what you’re looking for in those resources, we have a list of key contacts that you can use depending on your query.

All the key resources are now centrally located on our ACC website to make them easier to access, go to: Resources

On the resources page, you will find key documents like:

•    All report templates for the Sensitive Claims Service 
•    The Service Schedule and Operational Guidelines for the Sensitive Claims Service  
•    Report Guidelines and SMART goal examples 
•    Annual Declaration 
•    Contract Amendment request template

Along with the updated Sensitive Claims Report Guidelines we’ve added a new resource that provides examples of SMART goals. SMART goals are included in the Cover and Wellbeing Plan and Wellbeing Plan for the Sensitive Claims Service.

You can also find important documents and information here:
Working under the Sensitive Claims Service

Key contacts

Here is a list of some helpful contacts at ACC:

Clients supported by a dedicated Recovery Partner

  • Phone 0800 735 566 
  • or contact your Recovery Partner directly using the phone number or email they provided.

Clients supported by Assisted Recovery

Update contractual and referral information

Contract, newsletter and reporting link

Submit Sensitive Claims Service reports to ACC

If you have any questions, contact our provider relationship team

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