Non-work injury

What should I do if I have a non-work injury?

  1. For non-work claims with more than 7 days off work, ACC has outsourced the management of these claims to Howden Care.
  2. If you have less than 7 days off work, your non-work claim will remain with ACC.
  3. If you do not want your non-work claim to be managed by Howden Care, you can choose to remain with ACC.
  4. The same standard statutory entitlements apply whether Howden Care or ACC manage your claim.
  5. If you have a non-work injury with over 7 days lost time, please email a copy of your ACC45 claim form (or a photo of the ACC45) to Howden Care at skycity@howdengroup.com
  6. If you would like further information or to talk to someone about your claim, please call Howden Care on freephone 0508 333 999.
  7. If your claim is being managed by ACC, they can be contacted on 0800 101 996.

What if I don’t agree with a decision on my claim?

You can review any decision we have made on your claim about cover or entitlements, or for an unreasonable delay in issuing a decision. Ask Howden Care or ACC for an ‘Application for Review’ form, which you can complete and return to who is managing your claim (Howden Care or ACC). This starts a process where an independent party will review the decision we have issued.

What happens if I don’t like how my claim is managed?

The Code of ACC Claimants’ Rights explains how ACC and GB work with people who make claims. A copy of the code is available on request. If you think that your rights under the code have been breached, or you have some other complaint about the way you have been treated, you can either:

    • Raise the problem with the person you have been dealing with at Howden Care or ACC, or
    • Lodge a complaint with ACC’s compliant service. This must be done by using ACC’s own ACC Code Complaint Form.

It does not cost anything to make a complaint.

Relevant contact details are:

Howden Care

Telephone: 0508 333 999

Email: skycity@howdengroup.com

ACC

Telephone: 0800 101 996

Email: claims@acc.co.nz

ACC Complaints Authority

Telephone: 0800 650 222

Email: customerfeedback@acc.co.nz