At EML Group (EML), technology is something we build: purposefully, collaboratively, and with a deep understanding of what it really takes to manage personal injury claims well.
Behind every platform we develop is a team of more than 100 technology experts, including product managers and developers who have walked in the shoes of case managers. Many have spent part of their careers managing claims themselves, supporting underwriting, or working for industry regulators. That lived experience shapes how EML’s technology is designed and, most importantly, how it delivers better outcomes for injured people, our clients, and schemes.
''We understand the nuances involved in managing claims for people so we develop platforms that are purpose built to prioritise the human experience and manage personal injury claims in Australia.''
Technology designed for people
Personal injury claims are human. They involve people recovering from injury, navigating complex systems, and trying to return to work and life as quickly and safely as possible.
That’s why we don’t retrofit global insurance platforms or adapt systems built to manage claims in other schemes. Our technology is purpose built for personal injury claims in Australia.
By designing systems specifically around the workflows of case managers and the needs of injured people, our platforms help remove friction. In FY25 alone, over 600,000 payments were processed on time1.
Nuanced decision points, legislative requirements, and human judgement are built in from day one. This means:
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Smart claims handling aligned to Australian legislation
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Consistent and compliant liability management
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Improved return to work outcomes and claimant experience
Consistency and control built into every claim
A key advantage of our technology is the way it strengthens liability management.
Our platforms embed controls, checkpoints, and decision logic directly into the claims journey across 11 schemes in 9 jurisdictions. These workflows guide case managers through best practice processes, helping ensure the right actions are taken at the right time, while still allowing for professional judgement where it matters most.
Because we build and own this technology, we can respond quickly to:
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Legislative and regulatory changes
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Shifts in scheme design or client requirements
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Emerging risks or performance insights
That adaptability reduces downstream risk and supports compliance, giving clients confidence that their claims are being managed consistently and efficiently, no matter how complex the environment becomes.
Technology that reduces cost
The value of our technology is both operational and financial.
Because our systems are developed in house and form part of our service offering, clients don’t need to invest separately in:
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Third party claims management software
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Costly integrations between disconnected platforms
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Ongoing licensing and upgrade fees
This results in lower costs, fewer vendors to manage, and technology that is already fully aligned to the way claims are handled.
Efficiency gains, such as reduced administrative effort and faster, more accurate decision making, translate into improved performance and long term scheme sustainability. For example, since 2022 our technology has prevented $9.7 million in medical overspend related to surgery billing2.
Collaboration that keeps humans at the centre
What sets us apart is how closely our product teams work with the people who use the technology every day.
Developers, product managers, and case managers collaborate continuously to identify pain points and opportunities, co creating solutions that:
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Automate repeatable administrative tasks
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Surface insights through smart workflows and AI enabled features
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Ensure humans remain involved at critical decision and validation points
At EML, each year, we redirect more than 99,000 hours to higher value work, enabled by over 150 live automations across the organisation. This approach gives case managers more time to focus on what matters most: connecting with people, supporting recovery, and helping them return to work and life sooner.
For injured people, that means a smoother, and potentially shorter3, claim journey, less stress, and faster recovery. For clients, it means better outcomes delivered through thoughtful, responsible use of technology.
Built for today and the next generation
Some of our technologists have been part of this journey from the very beginning. Today, they’re building solutions for the next generation of case managers, ensuring that our platforms continue to evolve alongside new technologies and emerging workforce needs.
It’s this combination of deep claims expertise, technical capability, and collaborative culture that makes EML’s technology different.
References
- Data obtained from ClaimsCore, our internal claims system, covering invoice payments to third party providers, direct reimbursements to claimants, and wage payments to employers in FY25.
- Data obtained from SurgeryCore, our internal surgery billing calculator, covering identified and prevented medical overpayments for surgical billing between February 2022 and June 2025.
- Economic benefits of innovative platforms, independent report commissioned by EML Group (2024).
