Evidence and records
This guide explains how to use Insurer Letters: What to Do in NSW as an accurate working record, how to connect it to source documents and what the material cannot prove on its own. It is a practical working guide, not an official form, a medical opinion or advice about what your individual claim requires.
This guide explains how to use Insurer Letters: What to Do in NSW as an accurate working record, how to connect it to source documents and what the material cannot prove on its own. Keep original, dated material where possible, separate facts from assumptions, and record where each important item came from. One document rarely proves a claim by itself; the useful question is how the records fit together.
Working copy
The printed version removes navigation and enquiry panels so you can use the checklist as a private working copy. It is not an official form.
A clear working record can make dates, evidence gaps and questions easier to identify. It should accurately summarise existing material rather than change, embellish or replace the original record. This guide explains how to use Insurer Letters: What to Do in NSW as an accurate working record, how to connect it to source documents and what the material cannot prove on its own.
Collect only material that is relevant, keep the original version, and use a consistent naming and dating system. The exact records required depend on the claim type and the issue being decided.
Create one dated entry or folder containing the first item below, attach the second item, and note the third item as its source. Keep fact, recollection and unanswered questions in separate fields so another reader can understand the record without guessing. For this guide, start with “Complete insurer, employer, super fund or other decision-maker correspondence”, attach “Letter date, date received, decision or request made and any stated response date”, and cross-reference “A short list of unanswered factual, medical, insurer or process questions”.
A checklist, diary, chronology or template does not establish fault, medical causation, eligibility, impairment or the value of a claim. Decision-makers may require original records, verified evidence or expert opinion. Do not alter source documents or present this working guide as an official form.
Good organisation is useful only if the underlying record stays accurate. Avoid turning a memory aid into a confident statement that goes beyond what the documents or witness actually show.
Use the print button on this page to create a paper or PDF working copy. Add handwritten notes only to your copy, keep the source documents separately, and check the final bundle before sharing it.
The same document can have a different role in a CTP, workers compensation, public liability, medical negligence or TPD enquiry. The claim pathway, decision-maker and disputed issue determine what weight a record may carry.
Check that the pages are readable, dates are consistent, private material is handled securely and any insurer request or stated response date is identified. If you are unsure what matters, send a short index and the key decision letter first.
Ask about your documentsDocuments and records
Keep original source records, use clear dates and labels, and separate confirmed facts from assumptions or unanswered questions.
Common questions
Short general answers only. The right next step depends on the facts, dates and documents.
Include the relevant source material, clear dates, a short explanation of what each item shows and any question that remains unanswered. Keep the original documents separately.
No. It is a general working guide only. Use any current form or instruction required by the relevant insurer, fund, employer, provider or authority.
No. Entitlement depends on the claim pathway, facts, medical and other evidence, causation, loss, applicable rules and the decision-maker’s assessment.
Not necessarily. Preserve the complete file, but check what has been requested, remove unnecessary duplicates, protect sensitive information and get advice if a response date or dispute may apply.
General injury enquiry
Tell us where and when the injury happened, what has changed since, and whether an insurer, employer or super fund has contacted you. The enquiry can then be directed to the likely pathway.
