Claim approval text message now shows claim number
Our kiritaki (clients) now receive their ACC claim approval and claim number in a single sms 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 people will now receive a text message from us confirming their claim is approved and providing their claim number. This has replaced a posted letter. Kiritaki can use their claim number straight away when seeking treatment without needing to contact us first.
Making the experience easier
Previously, when an injured person lodged an ACC claim, they’d receive a brief text message confirming their claim was approved. This was followed by a physical letter containing their claim number. This letter could arrive up to 14 days after the initial text message, depending on postal service timeframes.
Now our kiritaki can give their claim number to a treatment provider up front.
Around 1,600 people a month call us asking for their claim number and over 500 are searching for their claim number online. This useful improvement will help make the recovery journey easier for our kiritaki.
We’ll still send some letters
Some kiritaki will continue to receive a posted claim approval letter, including those without a mobile phone. We are also able to generate a letter if kiritaki request a physical copy of the claim approval decision sent by text message.
Turning rising costs into savings
As well as making things easier for our kiritaki and the providers supporting their recovery, this change will reduce the cost and environmental impact of sending posted letters.
Keeping safe with digital communication
We communicate in many ways 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 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 email us 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.