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Online claim form frequently asked questions

  • I’ve lodged a claim online. What happens next?
    • For more information about what happens after you lodge your claim, go to our injured worker claims information or our employer claims information.
  • How do I know that the information I submit online is secure?
    • WorkCover Queensland uses industry standard SSL encryption on our systems. This is the same highly secure technology used by banks and other financial institutions to safeguard information submitted online. When you submit information to us over a secure SSL connection, look for the SSL padlock in your browser. 

      Internet Explorer 7.0 or later, look for the padlock at the top of your browser window (immediately to the right of the address bar).
      Internet Explorer 6.0 or earlier, look for the padlock at the bottom right of your browser window (immediately to the left of the word ‘Internet’).
      If you're using Firefox, look for the padlock at the bottom right of your browser window.
      If you're using Safari, look for the padlock at the top right of your browser window.

      In every browser, clicking or double-clicking the padlock will give you additional information about the SSL encryption certificate. We take the security of your information very seriously and go to great lengths to preserve it.
  • How do I know that WorkCover has received my claim?
    • You should receive an ‘online claim receipt’ webpage (after you lodge your claim). We will also email you a receipt with a copy of your claim. The receipt means that WorkCover Queensland has received your claim and will register it within one business day. After we register your claim, we will provide you with a ‘claim number’.

      If you did not receive an ‘online claim receipt’ web page (after lodging your claim), check the email address you gave during your online lodgement. If you still haven’t received a receipt, call us on 1300 362 128 to confirm that we have received your claim. You will need to give us the email address that you submitted with you claim.
  • I lodged my claim online. What is my claim number?
    • We usually register claims within one business day of receipt.

      If you provide a mobile phone number for the injured worker when lodging the claim, a SMS with the claim number will be sent to the injured worker, once the claim has been registered. If a mobile phone number was not provided, call us on 1300 362 128 for the claim number—please allow one business day before calling.
  • Can I have a copy of my claim after I have submitted it?
    • You can print or save a copy of your lodgement from the ‘Online claim receipt’ webpage, click on the link and a PDF of your claim will be open. You can then print or save this document. You will also receive an email with a PDF copy of the claim attached.
  • Can I save my claim lodgement before submitting it for processing?
    • No, you can’t save a claim and come back to it later. If you want to submit a claim online, you need to complete and submit it in one session.

      After you have clicked ‘submit claim for processing’ you will have an option to print or save your completed claim from the ‘online claim receipt’ webpage.

      For more information about how to save a copy of your lodgement, refer to the above section 'Can I have a copy of my claim after I have submitted it'.
  • Is there someone I can contact for support?
    • Call us on 1300 362 128 between 8 am and 5.30 pm, Monday to Friday and we will be happy to help you. If you call outside these hours, you can leave a message and we will respond to you within one business day.

      You can also contact us by fax on 1300 651 387 or email to (note that you are unable to send attachments to this email address).
  • I receive an error message when I click ‘submit claim for processing’. What does this mean?
    • Your claim lodgement may not have been received by WorkCover Queensland. If you have not completed all mandatory fields, these will display in red for you to fill out prior to submitting your lodgement.

      Complete all mandatory fields and try resubmitting your lodgement.
      If you still receive the error message and your form was completed correctly, please call us on 1300 362 128 with the details of the error message you have received.
  • I can’t upload documents with my lodgement.
    • Check the following:
      - number of files: the maximum number of files (currently this is ten)
      - file size: the maximum file size is 10MB
      - virus detection: please scan your file using virus detection software
      - upload time out: is there a connection issue—to test, try uploading a small file (that can be deleted after). If successful, then try uploading your documents again. 
  • What document types am I able to upload with my application?
    • Most ordinary files can be uploaded, including PDF, DOC, XLS, TIFF, and JPG. However the following documents will be uploaded but not processed by the application—CMD, GWI, MSG, OFT, UWL, and VCF.
  • I don’t understand what some of the lodgement questions mean. What should I do?
    • Please fill out all of the mandatory fields and provide the best information you can for all other fields. If further information is required to process your claim, we will contact you after the claim has been registered and discuss this with you.

      You can also call us on 1300 362 128 between 8 am and 5.30 pm, Monday to Friday.
    Last updated
    15 April 2020

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