Mental health claims which involve interpersonal conflict are some of the most complex we manage.
'Historically these claims have incurred higher claims costs of claim and greater time to return to work, making them 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 unique in the NSW NI scheme and the results we are achieving for both employers and workers are incredible,’ said Katie Giddins, General Manager, NI Corporate.
‘I would, hand on heart, recommend the Recovery Pathways Program to other employers based on the wonderful experience that we've had and the positive outcomes we’ve seen for our employees.’ Michaela Ivers, Senior RTW Business Partner, Newcastle Anglican.
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
