What do I need to know when I’m dealing with the WSIB case manager?

The person at the Workplace Safety and Insurance Board (WSIB) who looks after your claim is usually the same person who makes decisions about:

• your claim, and
• what benefits you can get.

This person is called a case manager.

Your case manager may call you and ask you questions about:

• the form you sent in online or the report you made by phone about your accident
• your injuries
• what you're currently able to do

You must answer the questions as best you can. It's important to co-operate with the WSIB. See Step 1.

Keep notes of all the conversations you have with the WSIB.

As well as the case manager, you may also hear from other people who work for the WSIB. For example, this could be a nurse consultant, a return-to-work co-ordinator, or a work transition specialist.

Getting help if you do not understand

If you do not understand what the case manager tells you or writes to you, ask them to explain it in a different way.

If you have difficulty speaking, hearing, or writing for any reason, tell the WSIB about this.

The law says that they must make sure that you have the help you need to understand what's happening with your claim. This may include translating their website into a language that you understand.

The WSIB also has a brochure called What to do if an injury or illness happens at work that's available in many languages.

When you’ll get a decision

Within 2 weeks, the WSIB should tell you if they're going to pay you benefits. If your claim is complicated, the WSIB can take 12 weeks or more.

If the decision will take longer than 2 weeks, the case manager should let you know:

• what's happening with your claim
• what the WSIB is doing to make a decision about your injury and your claim for benefits

Having problems with the WSIB

If you have concerns about how the case manager is dealing with your claim, you can contact their manager. See Step 2.

If you have concerns about the case manager and the manager, you can contact the Fair Practices Commission. See Step 4.