ACC reveals plan for new service model

ACC reveals plan for new service model | Insurance Business

ACC reveals plan for new service model

The Accident Compensation Corporation (ACC) is proposing a new clients service model, which would represent the biggest change for the corporation in this area for more than 20 years.

The new ACC model looks to offer online self-service options that aim to improve clients’ access to care and support services.

ACC highlighted that the proposal could result in changes to the way ACC employees work and that it will formally consult with its people early next year on the structure and roles of the new model.

“We have started those conversations this week,” ACC chief operating officer Mike Tully said. “We’re not proposing to close any branches.”

Over the past year, the new ACC model has been trialled in Hamilton and Hawke’s Bay. The trial, the corporation suggested, resulted in higher than usual client satisfaction levels.

“The indications from our pilot are the new model will deliver faster and easier services to clients, but there is a significant way to go to make the model work,” Tully noted. “The plan is to gradually transition to the new approach over time to minimise any disruptions.

“Clients who would like face-to-face case management will still be able to do so,” he added.