Getting medical evidence together can become a substantial part of an injury claim. Recent reporting describes concern about that burden on patients and general practices, while ACC disputes suggestions that individual decisions are used to manage its budget.
In RNZ's 27 October report, lawyer Hazel Armstrong said complex claims were becoming harder for people to navigate. GP Rachelle Pound described the time required to gather and review extensive historical notes.
ACC's Phil Riley told RNZ that decisions depended on covered injury, individual circumstances and the law. He said entitlements were not subject to funding caps, targets or annual quotas. The agency also acknowledged pressure on GPs and said it was working to improve information requests.
Different claims, different evidence
ACC cited a high overall acceptance rate for new claims. That does not answer every concern about complex or backdated cases. Equally, the difficult cases described by advocates cannot establish what happens to all claims.
For a claimant, the immediate questions are what decision has been made, what evidence was used and what further information is being requested.
There is a formal review process
ACC's published review guidance says a person who disagrees with a claim or levy decision can apply for a review. The usual application deadline is three months from the decision, with the relevant date shown in the decision letter, invoice or claim-approval message.
Late applications may be accepted in some circumstances. That possibility should not be assumed to extend the deadline automatically.
ACC suggests first asking the person named in the decision letter to explain it. An application for review can be made using the ACC33 process or by letter, explaining the decision, why it is disputed and the outcome sought.
Support can be part of the application
The review guidance allows a representative, advocate, friend or family member to assist, with authority to act where required. Applicants can state cultural-support or accessibility needs and include supporting evidence.
ACC pays for the independent review itself. Its page separately explains which other costs may be reimbursed; that should not be read as a guarantee that every legal or preparation expense will be paid.
Keep the written decision and check the date before spending time seeking more records. A request for explanation and an application for review are different steps.
Sources: RNZ's interviews and ACC response, plus ACC's review guidance. Checked 28 October 2026. This is general process information, not an assessment of an individual claim.
