New Claims

It’s important to get new claims registered and decisions made in the right place in a timely manner. Firstly to ensure your patient is followed up with promptly, but also ACC legislation requires it.

Not sure whether the claim should be coming to Wellnz? Please call and check – 0508 465 879, or phone ACC.

Work related injuries for our Accredited Employers can be sent to claims@wellnz.co.nz. Please check if your patient has a Wellnz wallet card.

Non-Work Claims: Please note that while Wellnz manages some employer’s non-work claims, these are still required to be sent to ACC as per the standard process.

The following links provide access to all the support you need

• New Claims and ACC45s
• Invoices
• Invoice queries, statements and remittances requests
• Treatment approval requests

If you still need help please contact the team at enquiries@wellnz.co.nz

Invoices

We strive to take prompt action to ensure our valued providers are paid in a timely manner. The following are some tips that would assist to make the process as smooth as possible.

We have a dedicated email for sending new invoices following services: invoices@wellnz.co.nz. We would appreciate your prompt invoicing following completion of the service, as employers may not consider services invoiced well after the service date.

To keep processing as simple as possible, please ensure invoices detail only one patient per invoice. More than one patient on an invoice can hold up processing and also creates privacy risk.

Please do not send claim related information or ACC45 injury claim forms to the invoices inbox. This is for invoice processing only and can delay any investigations or decisions for your patient.

Please only send invoices to this inbox once. If you haven’t received payment in the week of the 20th, following the month you submitted it, then call us or send a query to invoicequeries@wellnz.co.nz.

Queries relating to invoices you have previously submitted, can be sent to invoicequeries@wellnz.co.nz. You can also request a remittance advice, changes to your account or contact details etc at invoicequeries@wellnz.co.nz.

If you find that you are not getting a response from us within a reasonable timeframe or are experiencing any issues regarding your payments or our service, please raise your concerns by contacting a Wellnz leader, or sending an email noting your complaint to enquiries@wellnz.co.nz.

Non-Work Claims: Wellnz manage some non-work injuries on behalf of ACC. This means ACC continue to fund treatment for the claim and rehabilitation. Invoices for these claims must be made out to ACC and sent to ACC for payment.

Treatment Requests

At times claimants may require approval for other medical interventions including:

• Surgery
• Scans
• Further physio sessions

Requests for approval of these can be sent to claims@wellnz.co.nz. If known, the claim number needs to be included in the email to ensure we are able to quickly locate, and forward your request to the Case Owner.

Specifically for further treatment requests, such as physio, these can be either by an ACC32 or in writing providing the following information:

• How many sessions do you require?
• How many have they had to date?
• Why are more sessions required?
• What has been achieved, to date, with the completed sessions?
• What do you anticipate achieving by the extra sessions?
• What are the goals and dates these will be achieved by ie: 12 sessions to achieve the following goals (outline these) in 3 weeks.

You can either email this to claims@wellnz.co.nz or to the Case Owner’s email address (if known) for the injured person you are working with.