Changes to the service and what it means for you
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Animation of character falling and receiving various medical aid
Transcript
Narrator – “If you get injured, we want you to have access to the support you need, more quickly than you currently get it.”
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Tick sign appears
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Narrator – “The right support from us means a better recovery for you.”
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Colour changing circle
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Narrator – “To do this, we need to change the way we provide our services.”
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Animated customer with ACC consultant and tick sign beside it
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Narrator – “Right now, depending on your injury, you may be assigned
a local case manager who will support your recovery.”
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Animation of a busy ACC consultant desk and working clock
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Narrator – “However, our case managers currently spend around 40% of their time on administrative tasks.”
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Animation of a busy ACC consultant desk with changing images beside it
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Narrator – “This work is important, but it keeps them behind their desks,
often meaning they’re not able to help when you need it.”
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Popping animation of multiple message boxes
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Narrator – “Based on client feedback, we’re going to change the way we provide our services.”
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Upward and downward facing thumbs inside the message boxes
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Narrator – “Some of you have told us that we need to get out of the way,
and others need more support than they currently get.”
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Upward facing thumb and map of New Zealand
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Narrator – “For those that need closer one-on-one support,
they’ll continue to receive this through their local case manager. All our regional locations will remain open, so that our team members can provide this level of support.”
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Character riding a bike inside a message box
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Narrator – “Others have told us they just want what they need, faster.”
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Map of New Zealand with animation of dots changing colour
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Narrator – “To do this we’re creating five centralised locations around the country to get you what you need more quickly, and to support the work being done by our local case managers.”
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ACC consultant in the middle of crossed out hourglass and phone
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Narrator - “You’ll always be able to talk to one of our team members when you phone us – no delays or call-backs.”
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Map of New Zealand with animation of dots changing colour
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Narrator – “With the right technology and people in place, these centralised locations will manage these and other administrative tasks much more quickly and consistently.”
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5 dots horizontally lining up and animation of dots flashing
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Narrator – “They’ll also take on the processing of straightforward injury claims that may not need face to face support,”
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Various characters popping up on top of the dots
Dots submerging together to create a big circle displaying data
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Narrator – “Like sprains, strains and breaks. These kinds of injuries currently make up to 94% of our claims.”
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Various characters coming out of a dot
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Narrator – “Our centralised locations will provide you with the support you need faster,”
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Animation of a tick sign
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Narrator – “And help you get back to living your life.”
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Animation of a bar graph getting bigger and flexing to the right
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Narrator – “Another improvement we’re looking to introduce is greater flexibility to how you access support from us.”
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Various images of characters and crossed out phone
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Narrator – “The reality for many people is they don’t want to go into a local branch, and don’t want to speak to someone on the phone,”
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Animation of a car stopping outside a house
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Narrator – “They just want to manage their recovery on their own terms, at a time and place that suits them.”
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Mobile flicking through various ACC mobile application windows
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Narrator – “So, we’ve developed an online service which allows you to access your claim details; order services like taxis; request equipment, like knee scooters; and request reimbursement for things like prescriptions.”
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Mobile in the middle of a graph and tick sign
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Narrator – “This will improve transparency, and make the process of interacting with us a lot more convenient.”
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Mobile displaying ACC logo and various services popping out of the mobile
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Narrator – “It also means that our local teams will be further freed up to provide phone, email and face to face support to those who need or want it.”
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ACC logo appears with website address under it
www.acc.co.nz
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Narrator – “For more information, head to our website.”