A brain injury advocacy group has urged the Accident Compensation Corporation (ACC) to adapt its claims processes for people with concussions, saying the current system can be difficult for those with cognitive and sensory challenges.
Headway, which works with people affected by traumatic brain injuries (TBIs), has long argued that ACC’s approach does not sufficiently account for the specific needs of concussion claimants.
Headway chief executive Stacey Mowbray said while New Zealand’s national injury insurance scheme is valuable, its systems often require claimants to manage the same steps regardless of their injury’s impact.
“We’re really worried that the system of ACC really expects someone with a concussion – so they’re struggling to think straight, they’re really having memory issues – to navigate the same processes as someone with a twisted ankle,” she said, as reported by RNZ.
Mowbray cited long telephone hold times with music as an example of an unnecessary barrier for some.
“We just don’t think that the system is set up to deal with the complexities that someone faces with a concussion,” she said. “Sitting on the phone on hold for an hour when I’ve got a concussion and there’s music playing really loudly – that is going to be really challenging for someone with a concussion.”
She also raised concerns that people are not always told about support they may qualify for, such as funded transport to medical appointments when vision or balance issues make driving unsafe.
ACC acting head of client recovery Matthew Goodger said the corporation assesses every claim on its own merits, and support is based on the claimant’s circumstances.
“Our systems and teams are designed to support a wide range of injuries, including concussion, within this broader context. All claims are assessed and handled on a case-by-case basis,” he said.
Goodger said staff who interact with clients complete training modules on TBIs, including their impact on daily functioning.
For people with severe brain injuries, a lead provider can help coordinate services and assist with ACC-related processes.
Clients may also appoint a representative to communicate with ACC on their behalf.
In a separate development, ACC has published the results of an independent review of its $50.8 billion investment portfolio.
The review, conducted by Willis Towers Watson (WTW), evaluated the organisation’s governance, systems, and investment processes.
WTW concluded that ACC’s investment approach is consistent with its statutory mandate and organisational objectives.
It found that governance structures and operational frameworks are sound, with investment returns outperforming benchmarks over the long term.
Since inception, ACC’s investment fund has delivered an average annual return of 9.29%, exceeding its benchmark by more than 1.2% a year.
The fund is intended to cover future costs from past injury claims, helping to maintain stable levy rates.
Board Investment Committee chair Mark Cross said the findings confirm the fund is meeting its legislative and investment goals.
Chief investment officer David Iverson said the assessment supports confidence in the current investment strategy.
ACC chief executive Megan Main said the organisation will work with Treasury to consider WTW’s recommendations.
