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WorkCover Connect frequently asked questions

Registering

  • How do I register for WorkCover Connect?
  • What do I need to register?
    • To create your WorkCover Connect account you will need:
          * your policy number
          * your account number
          * at least one of the following: ABN, an authorised policy contact email address, or a recent remittance advice reference number.
          * your contact details
          * a preferred user name and password (you will use this to login each time), and
          * a secret question and answer (this will be used if you forget your password).

      Once you have registered, you can use your new username and password to login to WorkCover Connect.
  • I am having difficulty registering for WorkCover Connect. What can I do?
    • Please call us on 1300 362 128 between 8 am and 5.30 pm, Monday to Friday. If you call outside these hours, you can leave a message and we will respond to you within one business day. Alternatively you can contact your relationship manager or email us at info@workcoverqld.com.au.
  • I have several policies. Do I have to register for each one?
    • No, if the policy you have registered for is part of a larger employer group, we can connect you to the other policies. Simply call us on 1300 362 128, or you can call your relationship manager who can also arrange this for you.
  • I have tried to register for WorkCover Connect, but it won't let me and it isn't saying why.
    • There could be a few reasons for this. Please make sure you have completed all the mandatory fields, there are no spaces in the listed telephone numbers, and you have not gone under or over the number of characters for your username or password. If you have checked all of these and you are still unable to register for WorkCover Connect, call us on 1300 362 128, or alternatively you can call your relationship manager.
  • I have registered for WorkCover Connect but I don't have access to see the claims for my policy.
    • To gain access to the claims on your policy, please call us on 1300 362 128 and we can set this up over the phone. We will ask you a few security questions to help determine if you are authorised to have access to this information or not. Alternatively, you can also contact your relationship manager.
  • What will I have access to when I register myself for WorkCover Connect?
    • By self-registering you will automatically have access to your policy's remittance notices.
  • How do I control who has access to WorkCover Connect for my policy?
    • To register for access to a policy through WorkCover Connect, the user must have a policy number and its corresponding account number—this can be found on your premium notice, which is only sent to authorised contacts.

      Also, self-registration only gives a user access to remittances. If they require access to other features, such as claims list, they need to contact us. Before we grant further access, we will confirm if the user is an authorised person on the policy and then determine if they should have access to any of the additional features.

      Alternatively, you can nominate a person from your company to be the one point of contact, and we will contact this person to confirm any new user requests.
  • Someone who is registered for WorkCover Connect has recently left my organisation. How do I cancel their access?
    • If there is a master user set up, they will be able to cancel the access. If there is no master user, call us on 1300 362 128 with your policy number and the username you would like deactivated and we will arrange this for you. Alternatively you can also contact your relationship manager.

Availability and support

  • Will support be available?
    • Yes, you can call us on 1300 362 128 between 8 am and 5.30 pm, Monday to Friday. If you call outside these hours, you can leave a message and we will respond to you within one business day. Alternatively you can contact your relationship manager or email us at info@workcoverqld.com.au.
  • How do I change my password?
    • You will need to login to WorkCover Connect and go to the 'My profile and settings' by clicking on your name or the cog icon in the header (top right). Once there go to the 'change password' section, and complete the required information.

      To change your password you will need to confirm your current password and then enter your new password. Once completed, click the 'update' button. Providing the change is successful, message 'your details have been updated' will be displayed.

      The next time you log in you must use your new password.
  • How do I update my details?
    • You can update your address, contact number and other details by submitting our 'send or request information' online service. Choose 'update policy information' from the drop down, enter your email address and then complete the details. Or call us on 1300 362 128.
  • I have forgotten my password. What do I do?
    • There is a link to 'forgot your password? on the WorkCover Connect login page, click this and you will be asked to provide your username and your email address. A new password will be emailed to you.
  • I have forgotten my user name. What do I do?
    • Please call us on 1300 362 128 between 8 am and 5.30 pm, Monday to Friday. If you call outside these hours, you can leave a message and we will respond to you within one business day. Alternatively you can contact your relationship manager or email us at info@workcoverqld.com.au.

Remittances, searching and claim information

  • I have registered for WorkCover Connect and I have stopped receiving remittances. Why is this?
    • If you provided your EFT information to WorkCover when you registered for WorkCover Connect, you will automatically stop receiving notices from us. These notices are available for you to view through WorkCover Connect. 
  • How do I print or save a remittance?
    • You can view all your remittance notices for claim reimbursements made by us through WorkCover Connect. To view, log into WorkCover Connect and go to 'remittances' under the 'claims' menu. Remittances are displayed in descending date order, i.e. your latest remittance is displayed first. To print a hard copy, we recommend you use the 'view/print' icon to create a PDF—you can then print the file or save as an electronic copy. You can also archive remittances using the minus icon.

      Save a copy of the remittance data as a comma separated value (csv) file to analyse the data using your preferred tool, such as Microsoft Excel or Microsoft Access.
  • How do I know when there is a new remittance available for viewing?
    • If you provided your EFT information to WorkCover when you registered for WorkCover Connect, you can choose to receive email notifications when a new remittance is available. To record your choice, go to 'my profile and settings' and choose from the drop down options.
  • I have received money into my account. How do I know which claim or remittance this money belongs to?
    • Go to your 'remittances' and you will see a unique reference number for each remittance notice. This reference number will also appear on your bank statements.
  • How long does it take for the money to transfer into my account after the remittance is posted online?
    • Please allow 24–48 hours for funds to transfer electronically. If the money has not appeared in your bank account after this time, please call us on 1300 362 128. Make sure your have the remittance's reference number ready.
  • I want to change my bank account details, how can I do this?
    • Simply call us on 1300 362 128 and we can take these details over the phone. Alternatively you can email your bank name, BSB, account number, account type, and the name of the account to info@workcoverqld.com.au.
  • Will I continue to receive paper remittances while I have access to remittances online?
    • You will only continue receiving paper remittances if none of the users for your policy have access to the 'Remittances' page. If any one of the users have access, paper remittances will not be sent. If you currently receive payment by cheque, you will receive a single page paper remittance or payment advice.

      If you are unsure or would like to know if any of your users have access to remittance notices through WorkCover Connect, please call us on 1300 362 128. Alternatively you can contact your relationship manager.
  • How do I view my claims information?
    • Under the 'claims' menu, choose 'claims list' for a complete list of claims in the last five financial years. You can sort using the column headers or filter using the filter and apply buttons. Select a claim by clicking the claim number to go to a detailed homepage for that claim. To download all claims over the last five financial years, go to the 'Analytics' menu and choose 'Claim data download'. This will allow you to analyse the information using your preferred tool.
  • What timeframe is covered in the information I download?
    • The claims information you are provided is for the past five financial years and the current financial year.
  • How do I send a request for information or send a document to WorkCover?
    • You can securely send a request for information, or lodge a claim or document using the 'Send or request documents' menu from the 'Contact' menu. There is also a link from the homepage and links from each claim home within WorkCover Connect.
  • Can I see what I have already sent to WorkCover?
    • Yes, from the 'Send or request history' under the 'Contact' menu. The most recent sent items will be at the top of the list.

      You can view the attachments you have sent to us by clicking on the paperclip icon, which is next to each sent item.
Last updated
07 March 2017

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