• policy services – ensure accurate, complete and timely calculation and collection of premiums and other services that relate to policy management
• claim services – manage all notifications and claims to an appropriate outcome with a focus on early initial assessment, appropriate case management, relevant return to work initiatives and legislative obligations
• long-term claim services – apply specialist skills and attention to achieve maximum functional capacity and return to work for long-term injured workers
• major injury claim services – apply specialist skills and attention to achieve optimal health and functional outcomes for workers with a major injury
• third party service provider management – ensure cost-effective selection and provision of third party service provider services
• injury prevention and risk reduction services – provide education and awareness to workers and employers to assist in identifying areas of potential injury prevention and strategies for reducing the risk and costs of claims where injuries occur
• fraud management services – early, consistent and accurate identification of potential fraud
• specialised domestic workers compensation insurance services – accept policies and manage claims made against these policies.

Policy services

The Agent will:

• issue policies and Certificates of Currency
• determine premiums – assess and calculate premiums, issue premium demands, and adjust premiums
• assess compliance – conduct audits and advise WorkCover of non-compliance
• collect premiums and premium-related debts
• encourage employer risk reduction – provide employers with strategies to reduce their premiums.

Claim services

The Agent will:

• ensure notification – offer various means for lodging notifications (eg. phone, fax, email) and assign unique identifier to all incidents
• conduct triage – classify notifications into severity and complexity, complete triage, and assign a competent and skilled case manager
• conduct screening and assessment – ensure screening within five working days of notification
• develop case management plan – ensure the injured worker, employer and nominated treating doctor are aware of their legislative obligations, then develop and implement case management and injury management plans
• conduct case management plan review
• estimate claim – use a claims estimation methodology that follows WorkCover guidelines, and ensure that open claims are reviewed one month prior to 30 June and 31 December, and before policy renewal
• manage file handovers – review claims with new case managers
• manage claim finalisation – ensure that services are managed to an acceptable closure
• manage benefits payments – ensure timely payments
• assess claims liability – ensure accuracy of claims liability determination 
• determine the requirement for third-party services – ensure requirement for service reflects case management and injury management plans
• manage third-party service providers -–regularly monitor services and ensure prompt payment of appropriate fees
• manage long-term and catastrophic claims
• provide claims recovery management – identify injuries early with the potential to recover costs from third parties.