Gallagher Bassett Australia has released internal analysis suggesting that specific case management practices are associated with whether injured workers return to work (RTW), based on a review of more than 16,000 workers’ compensation claims.
Executive general manager for South Australia and New South Wales Josh Newberry (pictured) said the analysis focused on operational decisions within the control of case managers and employers rather than on clinical treatment alone. According to Newberry, the work identified five factors linked to RTW results:
Newberry said: “Whilst these variables are not new, we have now quantified them in a practical and measurable way. Positive outcomes are influenced by timing, communication, and operational precision.” He added that caseload size in particular appeared to influence performance, with different results observed where a mobile case manager was handling 23, 28, or 35 claims, after adjusting for risk profile and tenure.
Newberry said “early intervention” has been a long-standing concept in workers’ compensation but is not always defined in a way that guides day-to-day practice. The analysis sought to attach concrete timeframes and actions to that concept so they can be incorporated into claims workflows. “Site visits play a vital role in shaping outcomes and should be scheduled early wherever possible – data suggests this to be especially effective for psychological injury claims. Graduated RTW schedules are optimal when implemented within 10 days,” he said.
The review also looked at how the pattern of contact between case managers and claimants in the initial stages of a claim relates to RTW outcomes. “Frequent contact between claimants and case managers continues to be one of the most impactful elements of our work. For each additional instance of contact in the first two weeks, the likelihood of positive RTW outcomes improved 0.5 to 1 percentage points. In weeks three and four, each additional contact improved RTW outcomes by 1 to 3 percentage points,” Newberry said. At the same time, Newberry said that simply increasing the number of contacts is not sufficient. “Importantly, we also recognise that contact for its own sake adds little value. By developing highly capable staff, we ensure interactions are meaningful, rather than simply a box-ticking exercise,” he said.
Newberry said the findings drew attention to the influence of experience and training on case management performance. “Insights around staff tenure and caseloads reinforce the importance of thoughtful resourcing and investment in employee training. A case manager’s first two years on the job are the most pivotal for development,” he said. He added that Gallagher Bassett is incorporating the results into its internal claims management settings. “At GB, we’re using this data to refine how we manage claims and support our people. We aim to provide a clear roadmap for our staff, putting them in the driver’s seat with the capability and empowerment to reach the destination alongside our customers, while embracing their own unique approach,” he said.
Gallagher Bassett’s work sits alongside Safe Work Australia’s 2025 National Return to Work (NRTW) Survey, which indicates a fall in the proportion of injured workers returning to work and continued differences in outcomes between physical and psychological injuries. The National Return to Work Rate was 88.9% in 2025, down from 91.6% in 2021. The survey reported a RTW rate of 90.2% for workers with physical injuries and 76.5% for workers with psychological injuries.
The data also show that although most injured workers (64.7%) went back to the same duties, only 53.4% returned to their previous hours, compared with 58.1% in 2021. For insurers, agents, and self-insurers, reduced hours on return have implications for partial incapacity management, benefit duration, and overall claim cost. The NRTW survey found that employer actions taken before a formal claim is lodged are associated with RTW outcomes. Workers were more likely to return to work where employers had assisted them to manage their injury or illness ahead of lodgement, indicating the potential influence of early workplace support and coordination between work health and safety, human resources, and claims functions.
Safe Work Australia’s Key Work Health and Safety Statistics Australia 2025 report provides additional context for injury prevention and RTW strategies across the market. The report puts the national work-related injury rate at 3.5%, compared with an estimated global rate of 12.1%, based on the share of people who experienced a work-related injury or illness in the previous 12 months. In 2024, 188 workers died from traumatic injuries in Australian workplaces. Over 2023–24, there were 146,700 serious workers’ compensation claims involving at least one week of time lost from work, averaging more than 400 serious claims a day. The data indicate that work-related harm is concentrated in a small group of industries. Agriculture, forestry, and fishing; public administration and safety; transport, postal, and warehousing; manufacturing; health care and social assistance; and construction together accounted for 80% of work-related traumatic injury fatalities and 61% of serious workers’ compensation claims.
Vehicle incidents were identified as the leading cause of traumatic injury fatalities, representing 42% of worker deaths (79 fatalities), followed by falls from height at 13% (24 fatalities). For serious claims, 84% involved body stressing, falls, slips and trips, being hit by moving objects, or mental stress. Claims for mental health conditions continued to grow as a share of serious claims in 2023–24 and now make up 12% of such claims. The median time off work for mental health claims is reported as almost five times the median for other injury and disease categories, presenting ongoing RTW, resourcing, and cost considerations for insurers, scheme agents, and employers implementing the Australian Work Health and Safety Strategy 2023–2033.
