This is an HTML version of an attachment to the Official Information request 'OIA Re ACC29 and the ACC Overseas Claims Unit.'.

 
Overseas Claims Policy v6.0
Summary
Objective
An overseas claim is where a client already has cover for a personal injury and qualifies for support and now lives outside of New 
Zealand. Overseas claims do not apply to clients ordinarily resident in New Zealand who incur an injury while overseas and seek 
cover for their injury on their return to New Zealand.
1. Rules
2. Types of support
3. Overseas Claims Unit (OCU)
4. Overseas indicator
5. When to transfer a claim to the OCU
6. Exceptions
7. Short-term absences
Owner
Section 9(2)(a)
Expert
Section 9(2)(a)
Policy
1.0 Rules
Overseas clients include overseas visitors who have worked in New Zealand and who may need further rehabilitation after 
they’ve left New Zealand.
Overseas clients are required to continue to participate in their rehabilitation and may also be required to return to New Zeal-
and at their own expense for assessments in order to maintain any weekly compensation payable.
2.0 Types of support
Under current legislation we can continue to pay overseas clients weekly compensation or independence allowances/lump 
sums. The client must provide a medical certificate from their overseas medical practitioner confirming their ability to work as a 
result of their injury, unless National Serious Injury Service (NSIS) certification exemption applies.
See Medical Certification for Serious Injury Claims
Medical Certification for Serious Injury Claims
https://go.promapp.com/accnz/process/c51e1c32-e00d-46ee-b101-54aad611438a
Making an overseas payment
http://thesauce/team-spaces/chips/compensation/independence-allowance--lump-sum/process/paying-overseas-client/
index.htm
ACC can only pay for or contribute towards client rehabilitation goods and services overseas where:
• the product is delivered in New Zealand or the service is provided in New Zealand and
— payment for the rehabilitation is made from a New Zealand bank account and
— ACC quality control requirements, for specific goods and services, are met.
This means that ACC may be able to pay the costs of rehabilitation for:
• overseas clients when they return to New Zealand for that rehabilitation (clients would be required to meet travel costs them-
selves) and then return overseas with the rehabilitation product, eg a client returns to New Zealand to be fitted with a new
wheelchair
• overseas clients who have a New Zealand delivery address, when the products don't need to be fitted, eg stump socks and
medical consumables
• clients in New Zealand receiving rehabilitation from overseas providers, eg overseas surgeons who provide treatment for
ACC clients in New Zealand
• services from a New Zealand-based provider to an overseas client, eg counselling and teacher aides via email, telephone
and Skype. This excludes attendant care. See providing attendant care overseas for guidance.
Providing attendant care overseas
https://go.promapp.com/accnz/Process/c067ab5a-31cd-41df-bc5f-cc7780c95535?force=False
ACC > Claims Management > Manage Claims > Operational Policies > Managing Claims at ACC > Claim management  > Overseas Claims Policy
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3.0 Overseas Claims Unit (OCU)
The OCU is responsible for managing claims where clients reside overseas and are in receipt of weekly compensation pay-
ments, including sensitive claim clients.
We must ensure that overseas claims are identified and transferred to the OCU when appropriate. These claims can be iden-
tified when you find out that a client lives overseas or intends to leave New Zealand for more than three months.
You can contact the OCU by:
• Email – [email address]
• Phone – extension 31547
4.0 Overseas indicator
If you transfer a claim to the OCU you must activate the ‘Overseas More Than 3 Months’ Party flag in Eos to show that the 
client is or will be living outside New Zealand for longer than three months.
5.0 When to transfer a claim to the OCU
Before transferring a claim to the OCU you must ensure the client meets OCU criteria.
Consider transferring a claim to the OCU when a client is in receipt of weekly compensation and either:
• the client confirms that they are leaving New Zealand for longer than three months
• the client already resides overseas permanently, ie they've provided us with a permanent overseas physical address
• the client is an overseas visitor who meets the all of following criteria:
— they were working in New Zealand while visiting, ie paying NZ tax
— they were injured in New Zealand and are eligible for weekly compensation
— they require ongoing assistance from ACC after leaving New Zealand.
The process for how to transfer a claim to can be found on CHIPs.
Please contact the OCU prior to starting the process to ensure all criteria are met.
Transferring a claim to the OCU
http://thesauce/team-spaces/chips/managing-claims-at-acc/claim-management/process/transfer-to-overseas-claims-unit/
index.htm
6.0 Exceptions
Do not transfer the claim to the OCU if:
• the client is managed by the National Serious Injury Service (NSIS)
• the claim is a ‘payment only’ claim under Accident Compensation Act 1982, Section 60
• the client is receiving Independence Allowance (IALS) only
• the claim is a complex cover assessment claim, eg Treatment Injury
• the client is a non-earner and has previously been managed in a branch.
7.0 Short term absences
If a client is in receipt of weekly compensation and is on holiday or living overseas for less than three months:
• you must manage them as if they were on holiday within New Zealand.
• we’ll only pay them weekly compensation or IALS. You must pay any amounts into a New Zealand bank account. See Pay-
ments to clients outside NZ
• we do not pay for any GP visits, treatment, rehabilitation or social rehabilitation. See Accident Compensation Act, Section 
128.
• they’re still required to participate in any vocational rehabilitation outlined in their Rehabilitation Plan, but at their own ex-
pense.
Payments to clients outside NZ Policy
https://go.promapp.com/accnz/Process/ca00e577-6799-4693-b4c1-3042e83ab462?force=False
Accident Compensation Act, section 128 - Payment for rehabilitation to claimant outside New Zealand
http://www.legislation.govt.nz/act/public/2001/0049/latest/DLM101809.html
ACC > Claims Management > Manage Claims > Operational Policies > Managing Claims at ACC > Claim management  > Overseas Claims Policy
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3/10/2020
Transferring a claim to the Overseas Claims Unit
Transferring a claim to the Overseas Claims Unit
When a case owner finds out that a client with a managed claim lives overseas or intends to leave New
Zealand for more than three months, they may need to transfer the claim to the Overseas Claims Unit
(OCU) to be managed. Claims originating from some units should not be transferred. For more
information see Overseas claims
. The OCU is located within the Christchurch Branch.
Use this process when you may need to transfer a client to the OCU.
Contact  Section 9(2)(a)
Last review 21 Jun 2019
Next review 21 Jun 2020
Click on a shaded box for instruction details
Case Owner
Decide if claim meets
Overseas Claims Unit
criteria
can meet with client
Case Owner
can't meet client
Meet with the client
Case Owner
Transfer claim to Overseas
Claims Unit
Show all instructions
Decide if claim meets Overseas Claims Unit criteria
Responsibility

Case owner in branch or Sensitive Claims Unit (SCU)
When to use
Use this instruction to help you decide whether to transfer a claim to the Overseas Claims Unit
(OCU) when you find out that a client lives overseas or intends to leave New Zealand for more than
three months.
Before you begin
See Overseas claims.
Instruction
Step 1
Check the claim details.
If...
then...
any of these conditions apply:
don't
the client is managed by the National Serious Injury Service (NSIS)
transfer
the claim
the claim is a ‘payment only’ claim under Section 60 of the Accident
Compensation Act 1982
this
process
the client is receiving Independence Allowance (IALS) only
ends
the claim is a complex cover assessment claim, eg Treatment Injury
the client is in receiving weekly compensation and is on holiday overseas or
going overseas for a short absence of less than 3 months
the client is a non-earner and has previously been managed in a branch
none of the above apply
  go to step 2
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3/10/2020
Transferring a claim to the Overseas Claims Unit
Step 2
Make sure the claim meets one or more OCU criteria.
If…
then...
the client is receiving weekly compensation and either:
go to step 3
we have confirmation that they’re leaving New Zealand for longer than three
months
the client advises us of a permanent overseas physical address
the client is an overseas visitor who was injured in New Zealand and
requires ongoing assistance from ACC after leaving New Zealand
the client is an SCU client who already lives overseas
none of the above apply
don't
transfer
the claim
this
process
ends
Step 3
Check the claim file and make sure there is appropriate confirmation that the client either intends
to live overseas or already lives overseas.
If the client is…
then check that…
still in New
a completed 
ACC210 Change of bank account or address form is on
Zealand
file
go to step 4
already overseas
there's a ‘Contact’ confirming on file, eg an email, letter or phone call
record
go to step 4
Step 4
If there's no confirmation, contact the client and ask them to provide the appropriate confirmation in
writing. Then upload or log this to the claim file.
Step 5
If possible, set up a meeting with the client prior to their travel to set their expectations and discuss
responsibilities. It may not be possible if:
the client is managed by the Sensitive Claims Unit (SCU)
the client lives outside your area
there's limited time between the notice the client gives us and their date of travel
the client is already overseas.
Step 6
Add a ‘Contact’ in Eos to confirm their overseas status or travel plans and upload or log any
documents they provide to support this.
Step 7
Phone the OCU (Extension 31547) to let them know there's a potential overseas claim and confirm:
that OCU transfer criteria have been met
the client’s travel plans or overseas status have been confirmed
whether you’re able to meet with the client.
What happens next
If...
then...
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3/10/2020
Transferring a claim to the Overseas Claims Unit
If...
then...
you’ve arranged
go to Meet with the client
to meet with the
client
you’re not able to
the OCU will provide you with the overseas claims information sheets
meet with the
outlining expectations, roles and responsibilities, to discuss and provide
client
to the client
discuss these or email them to the client
go to Transfer claim to Overseas Claims Unit
Back to process map ↑
 
Meet with the client
Responsibility

Case owner in branch or Sensitive Claims Unit (SCU)
When to use
Use this instruction to meet with the client before they go overseas and talk about their expectations
and the roles and responsibilities of the client and the Overseas Claims Unit (OCU).
Before you begin
Under ACC legislation, ACC can only pay into a New Zealand bank account. See Payments to
clients outside New Zealand.

Instruction
Step 1
Give the client a copy of the 
OCUIS01 Going overseas information sheet and talk through it with
them.
Step 2
Give the client an 
OCU01 Helping us to support our overseas client letter and make sure they
understand what they need to do with this when they get overseas.
Step 3
Ask them to complete an 
ACC210 Change of bank account or address form, if needed.
Step 4
Make sure they have understood the following:
they’ll get a new case manager
their rehabilitation entitlements may be different to what they receive in New Zealand
they have to pay any costs for treatment and rehabilitation while they’re overseas
they need to keep their New Zealand bank account so we can pay them their entitlements
if they’re currently participating in a rehabilitation programme they must continue with it while
overseas. If they choose not to, you may need to decide together whether they’re leaving
rehabilitation and let them know that they risk losing payment of their entitlement
any assessments should be completed before they leave the country. If not, they may have to
come back to New Zealand to undergo an assessment.
Step 5
If needed, discuss their rehabilitation plan and decide if it needs updating before they depart. It must
be valid for three months from their departure date.
Step 6
Add a ‘Contact’ in Eos to record the discussion and the outcome and next steps. If needed, upload
the completed ACC210 to the client’s claim.
What happens next
Go to Transfer claim to Overseas Claims Unit.
Back to process map ↑
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link to page 3  
3/10/2020
Transferring a claim to the Overseas Claims Unit
Transfer claim to Overseas Claims Unit
Responsibility

Case owner in branch or Sensitive Claims Unit (SCU)
When to use
Use this instruction to transfer the claim and their file to the Overseas Claims Unit (OCU).
Instruction
Step 1
Complete a file summary form, either:
ACC12 File summary - Recover Independence Service (RIS) clients
ACC029 File summary and overview - branch or SCU clients.
Step 2
Complete a financial audit on the claim using the 
ACC6234 OCU transfer - weekly compensation
audit checklist and upload the completed form to the claim.
If the client is…
then…
an SCU client
complete the audit yourself
not an SCU client
refer to a technical specialist or your team manager to complete the audit
Step 3
Ask your team manager to liaise with the OCU to discuss and confirm acceptance for claim transfer.
If the claim is…
then…
accepted by the
edit the client’s Party details
OCU
add an ‘Overseas More Than 3 Months’ Party flag on the 'Edit Person'
screen
transfer the claim to the ‘North Harbour Branch' queue
not accepted
don't transfer the claim
What happens next
This process ends.
Back to process map ↑
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Payments to Clients Outside NZ v10.0
Summary
Objective
This guidance outlines the methods we use to make a payment to a client who has cover and lives overseas.
1) Overview
2) Method of payment
3) Australian overseas payments
4) Overseas payment criteria
Owner
Section 9(2)(a)
Expert
Section 9(2)(a)
Procedure
1.0 Overview
Any person who has an accident in New Zealand may be eligible for assistance, even if they live overseas or move away from 
New Zealand after the injury. This guidance outlines the required payment method once we have approved cover.
See the link below for policy guidance on the client's eligibility for weekly compensation when they are overseas.
Eligibility for Weekly Compensation while the client is overseas Policy
2.0 Method of payment
Payments to a client overseas should be made into a New Zealand bank account if possible. This allows ACC to direct credit 
the client from our payments systems.
If an overseas client doesn’t have a New Zealand bank account, they may be able to open a Westpac account from overseas. 
You can do this on behalf of the client with their consent. See the Accident Compensation Act 2001, Section 130.
You can contact Westpac by calling the Westpac Direct Service on 0800 221 082 or writing to:
Transaction Business
Westpac Banking Corporation
Level 2, 8 Willis Street
PO Box 691
Wellington
New Zealand
In some circumstances, usually for large one-off payments, we can make payments from Corporate Finance via an inter-
national money transfer. For continuous overseas payments, a New Zealand bank account must be used.
Accident Compensation Act 2001, section 130
http://www.legislation.govt.nz/act/public/2001/0049/latest/DLM101813.html
3.0 Overseas payment criteria
See Accident Compensation Act 2001, section 127 for the criteria for paying weekly compensation to a client while they are 
overseas.
Accident Compensation Act 2001, section 127
http://www.legislation.govt.nz/act/public/2001/0049/latest/DLM101806.html
See Eligibility for Weekly Compensation while client is overseas for eligibility.
Eligibility for Weekly Compensation while client is overseas
ACC > Claims Management > Manage Client Payments > Operational Policies > Weekly Compensation  > Payments > Payments to Clients Outside NZ
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Section 9(2)(a)

3/30/2020
Making an overseas payment
Step 3
Complete the 
ACC5776 Request for overseas payment (171k) and send to your manager for
approval.
If the request…
then…
is declined
go to step 1
is approved
go to Step 4
Step 4
Email the approved ACC5776 and any other relevant documentation to Accounts Payable
([email address])
What happens next
Go to Load and Approve Imprest payment
Load and approve imprest payment
Responsibility

Claims Management staff
Step 1
Load the imprest payment for the same NZ dollar value as requested on the ACC5776 into
Pathway.
Ensure you enter a unique transaction number in the range 99000 to 99999 using the overseas
payments spreadsheet, and  record this number on the ACC5776.
Step 2
Request confirmation from your manager that the information is accurate.
If the request…
then...
is confirmed
go to Create overseas payment
isn't confirmed
re-enter the information and repeat this step
Create overseas payment
Responsibility

Accounts Payable
Step 1
Confirm that the imprest account has been paid and check that all required documents have been
supplied, approved and the approver has the appropriate Delegated Financial Authority (DFA).
If the information…
then...
is accurate
go to step 2
is inaccurate
return to Case Manager for updating
go to Prepare ACC5776
Step 2
Purchase foreign currency for the country the payment is to be made to.
Note:  Accounts Payable will pay in NZ dollars but the client will receive in the nominated currency
indicated on the ACC5776.
Step 3
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3/30/2020
Making an overseas payment
Create the overseas payment using the Imprest account suffix 007.
Step 4
Collate all documents required for Approval.
Step 5
Send payment for approval.
Approve payment
Responsibility

Accounts Payable Team Leader and second approver
Step 1
Review all documents and payment information
If the information...
then...
is accurate
approve and go to second approver Step 2
is inaccurate
return to Accounts Payable team member
go to Create overseas payment
Step 2
Review all documents and Payment information
If the information...
then...
is accurate
go to Confirm Payment Made
is inaccurate
return to Accounts Payable team member
go to Create overseas payment
Confirm payment made
Responsibility

Accounts Payable
Step 1
After 24 hours, check statement file to ensure that the payment has been made.
If the payment...
then...
has been made
this process ends
hasn't been made
follow up with the bank to trace payment until payment is made.
this process ends
 
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Medical Certification for Serious Injury Claims  v8.0
Summary
Objective
Serious injury claims are managed by the National Serious Injury Service using a different service approach than for non-serious 
injury claims.
Owner
Section 9(2)(a)
Expert
Section 9(2)(a)
Procedure
1.0 Rules
In relation to medical certification, serious injury clients differ because:
• they have sustained a significant and permanent impairment
• once their condition is stable, a one time determination can usually be made on their ability to return to their pre-injury
employment
• they will usually have a long term treatment relationship with one or more medical practitioners.
The process chart below sets out the overall process for Serious Injury clients.
Medical Certification for Serious Injury claims process chart.png
ACC > Claims Management > Manage Client Payments > Operational Policies > Weekly Compensation  > Incapacity > Medical Certification for Serious Injury Claims
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Page 1 of 2


2.0 Key Points of the new process
An initial decision is made while the client is in post-acute rehabilitation, or soon after, about whether ongoing medical certif-
icates are required. This decision involves the support coordinator consulting with the team manager, and if required an appro-
priate Medical Adviser, and is made based on if:
• the disability arising from the impairment has reached a point from which it is unlikely to significantly improve.
• the client is unable to return to the employment they had at the time of the injury
• the client is participating, or planning to participate in a Supported Employment program or vocation rehabilitation, including 
the Initial Occupational Assessment/Initial Medical Assessment process
• there is any indication the client will be non-compliant with necessary treatment requirements, or with the Individual Planning 
process.
Key Points of the new process.PNG
A further decision can be made at a later date, if required by:
• the IP process identifying Supported Employment as a service to meet client goals
• the client undertaking vocational rehabilitation, including the Initial Occupational Assessment/Initial Medical Assessment
process
• the client’s condition or level of compliance changing
• identification that the status of their inability to work is likely to, or needs to, be altered.
This process complies with the legislation and removes the unnecessary burdens of the process for non-serious injury clients
for this group. It removes the financial burden to clients, of attending a doctor just for an ACC medical certificate and allows 
ACC to withdraw from their lives, thereby enhancing any ongoing relationship with ACC. The process also reduces the 
administrative burden for NSIS staff.
Issues around Fraud and return to work expectations will be managed outside of the medical certification process.
ACC > Claims Management > Manage Client Payments > Operational Policies > Weekly Compensation  > Incapacity > Medical Certification for Serious Injury Claims
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Providing Non-contracted Attendant Care Overseas Ser-
vice Page v10.0

Summary
Objective
Non Contracted Attendant care can be provided to clients who are overseas in certain situations.
Owner
Section 9(2)
(a)
Expert
Section 9(2)
(a)
Procedure
1.0 Non contracted attendant care can be provided to clients who are overseas in the following situations
If the client is eligible to receive attendant care in New Zealand under either:
• the AC Act 2001, Schedule 1
• the CPI Regulations.
then attendant care can be paid for a maximum of 28 days overseas as long as there is an assessed need.
If the client is receiving grandparented attendant care under:
• Section 80 of the 1982 legislation, or
• Section 121 of the 1972 legislation.
then attendant care can continue to be paid overseas as long as there is an assessed need.
Complex Personal Injury and Grandparented Clients Policy
The 28 day period applies each time the client travels outside New Zealand. There is no limit on the number of overseas pe-
riods per year.
Although attendant care is usually only paid for a maximum of 28 days overseas, extra support may be provided depending on 
the client’s situation or individual needs.
Management of Extended Discretion Policy
2.0 Use of usual carer
The client should be encouraged to take their usual attendant carer with them overseas, as a first option. Advise them that this 
will:
• ensure continuity of care
• avoid the risk of not having the same caregiver on their return to New Zealand.
3.0 Payment of non contracted attendant care overseas
ACC will pay for the same amount of attendant care as the client is entitled to receive in New Zealand.
ACC pays for attendant care overseas as non contracted attendant care.
ACC does not pay for:
• any travel or accommodation costs of the client or attendant carer
• additional costs incurred by the client overseas, eg by employing an overseas attendant carer who charges a higher rate
• retention payments for an existing carer if the client chooses to stand down their usual carer in favour of a family member,
friend or other carer
• training costs for a family member or friend if the client chooses not to take their usual caregiver overseas
• recruitment and training costs of new caregivers in New Zealand if the existing caregiver finds alternative employment while
the client is overseas
• managing the quality and standard of attendant care purchased overseas
• any exchange rate losses as a result of employing an overseas caregiver.
4.0 Assessing overseas clients
Assessing Overseas Clients For Non-contracted Care Service Page
ACC > Claims Management > Manage Claims > Service Pages > Community and Independence > Community Rehabilitation Services > Home and Community Support
Services  (HCSS) > Contracted Home and Community Support Services (HCSS) > Attendant Care > Providing Non-contracted Attendant Care Overseas Service Page
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Document Outline