Allianz Claims Management Manual, policies and other contract plans used to manage Comcare's Services Australia's workers compensation claims

Written by Claude Haiku 5.5 from the extracted text on 20 Oct 2026. It can miss or misread redacted and scanned pages. Check the source before relying on it.

This FOI release from Comcare comprises Allianz Australia Insurance Limited's claims management procedures and contract documents for managing Services Australia's workers' compensation claims under the SRC Act, dated October 2020. The material includes a claims triage process, caseload policy (an average of 70 active claims per case manager, with a 55-claim cap during a contestability pilot), early contact requirements, and standard operating procedures covering reconsiderations, section 57 medical examinations, section 39 and 29 determinations, section 16 medical treatment, AAT decisions, permanent impairment, fatality reporting and invoice management. It also contains a DHS transition-in plan with a risk register, a compliance audit schedule, and staff training mapped to Comcare's standards. Allianz reports around 700 Comcare claims determined to date, with 92 per cent timeliness of liability decisions. Portions are marked with OAIC reference MR21/00177, and the excerpt shows redactions under section 47F for personal information about staff.