Mental health claims which involve interpersonal conflict are some of the most complex we manage.
‘Historically, these claims have had a higher cost to claim, longer time to return to work and pretty frustrating for both the employer and the worker,’ said Fletch Celand, Senior Manager – Claims Operations.
In July 2024, with funding from the Mutual Benefits Program, our Nominal Insurer (NI) business launched the Recovery Pathways Program pilot – an innovative solution designed to address the rising incidence and expense of these challenging psychological injury claims.
The pilot involved recruiting a team of specialists trained in mediation and conflict resolution to provide additional support on these types of claims. Today, our team of Recovery Pathways Specialists are making a positive difference in workplaces across NSW by helping workers access treatment and (as qualified mediators) effectively supporting conflict resolution with all stakeholders. They work alongside case managers, workers, employers, and treatment providers to support faster recovery and sustainable return to work outcomes.
‘The Recovery Pathways Program is truly unique in the NSW scheme and the results we are receiving from both employers and workers is incredible,’ said Katie Giddins, General Manager NI Corporate.
The pilot’s success underscores the importance of conflict resolution in overcoming return-to-work barriers for psychological injury claims and offers valuable insights into achieving improved outcomes across the NSW scheme.
More information regarding Recovery Pathways and what we offer employers and their people in NSW:
- Feature article in EML NSW in Focus 2025
