Overview Although Australian claims manager EML has been managing workplace injury claims for more than a century, they have only been an agent in Victoria since 2016. That was when workplace insurance regulator WorkSafe Victoria appointed EML Vic Pty Ltd as one of its agents to manage employers’ WorkCover insurance and injured workers’ compensation claims in that state. EML began looking for new approaches to add value for their clients, differentiate its service offering to injured workers and improve return to work outcomes. Business challenge “The workers compensation industry is ripe for innovation,” says Helena Swindells, EML’s customer experience manager for Victoria. “We want to bring something different to the market, so we’ve been looking at how the business opera

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