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MyJourney: improving the recovery journey for claimants and employers

Last updated on April 23, 2024
In 2021, Allianz launched a pilot of the MyJourney program: a holistic screening tool. Developed by Rehab Management in collaboration with Griffith University, it works to tailor an individual’s recovery journey after a work-related illness or injury. Three years later, it’s clear it’s making a profound impact for both claimants and their employers, and the good news is MyJourney will soon become a key tool in the way we support personal injury claimants nationwide. 
A smiling women sitting on a chair having a conversation.

Nearly three years ago, our Personal Injury team piloted a new early intervention tool that radically changed the way claims are managed. MyJourney is an evidence-based survey that a claimant completes online at the outset of the return-to-work process. This allows their case manager to holistically understand the factors that may affect their recovery. 

“It’s about understanding the person’s lived experience and how they see their injury, while also proactively providing care for the best outcomes,” explains Brianna Cattanach, Allianz National Manager, Mental Health Strategy and Delivery. 

Previously, a claims manager could only use the information completed on a claims form, together with a medical certificate for the illness or injury, explains Brianna. 

“But factors aren’t just medical. The person’s state of mind, their support networks, even how they’re sleeping, can all affect how they recover and the risk of secondary mental illness.” 

Brianna Cattanach, National Manager Mental Health Strategy and Delivery
Brianna Cattanach, National Manager Mental Health Strategy and Delivery

The results of the MyJourney pilot are in – and it’s good news for everyone

Out of the 28% of claimants in the NT that MyJourney identified as being at high risk of work loss due to psychological factors, nearly three quarters (73%) returned to work within 12 months. 

This includes a mechanical workshop worker who had a cervical spine injury. MyJourney identified that this person was at high risk of prolonged work loss. The claims team worked with the rehabilitation service provider to fast-track appointments, offer extra supports, and more frequent check ins with them. As a result, the worker could return to work for 30 hours a week, just 5 months after spinal surgery. This would have been hard to do without these added measures.

Claimants are spending less time away from work in total, with an average number of days of absence down 13-14% in FY2024. This is based on NT and ACT data, measured 6 months after claims were lodged. 

The improved return to work timelines is amazing news for claimants – but as Jessica Fitzgerald, Allianz National Manager Injury Management, points out, it’s good for employers too. 

“There are benefits to all stakeholders. Employers get to keep a valued worker, improving culture and relationships within their workplace. And their premiums, going forward, will likely be lower than in the case of a lengthy claim.” 

Jessica Fitzgerald, National Manager Injury Management
Jessica Fitzgerald, National Manager Injury Management

The next phase of MyJourney begins

From April 2024, MyJourney is moving to a staged nationwide rollout, with enhanced questions and broader availability. 

“Learning from the success of our pilot, we’re rolling out the MyJourney tool as a standard part of our process,” explains Jessica. “On all claims that involve time loss and limited capacity across our workers’ compensation and motor accident schemes nationally.” 

This means MyJourney will be available across all Australian states and territories.

At the same time, case managers can also draw on a wide range of resources and tools, making it even easier to identify risk factors and take action earlier.

“We can step in with what we call ‘social prescribing’ – not just medical treatments, but things like more social support, or encouraging leisure activities, that will improve recovery. This risk management strategy is now a core part of how we support injured people at Allianz,” explains Brianna. 

Putting Allianz at the forefront of holistic claims management

With the expanded MyJourney rollout and complete case management support tools, we’re leading the way to a more holistic approach for the industry. 

It’s an approach that looks at each person’s individual needs.

“We’re empowering our case managers to manage issues claimants face early, so we can refer them to the right supports and services. It’s about looking at everything that will impact a person’s recovery – things that can be addressed early with practical supports,” says Brianna. 

“It’s a really fundamental change.” 

Disclaimer

This article has been prepared by Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL234708 ("Allianz"). In some cases, information has been provided to us by third parties and while that information is believed to be accurate and reliable, its accuracy is not guaranteed in any way.

Any opinions expressed constitute our views at the time of issue and are subject to change. Neither Allianz, nor its employees or directors give any warranty of accuracy or accept responsibility for any loss or liability incurred by you in respect of any error, omission or misrepresentation in this article.

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