How a Psychological Injury Claim is Decided

We’re here for you

A psychological injury can feel overwhelming. It’s normal to feel anxious while you wait for a decision. From your first call to when your claim is decided, our team will check in, explain each step—and when needed, connect you to support. WCB has a team that is trained to provide the specialized support needed for psychological injury claims.

Return to work—why it’s talked about early

Staying connected to work—when it’s safe—is an important part of recovery. That’s why we start the conversation early. Working while you recover does not affect whether your claim is approved.

For psychological injuries, a client care navigator will usually reach out while your claim is being reviewed. They’ll talk with you about safe duties, accommodations, or transitional work that could help you stay connected. A return-to-work specialist may also contact you to explore options.

What to expect after your claim is opened

Once your claim is opened, we’ll talk to you and your employer. We’ll gather the information needed to decide if your claim is approved for benefits. Most often, you’ll receive a decision within 3 weeks of opening your claim. You’ll get an explanation by phone and a detailed written decision for your records.

Who’s involved and how they help

Client Care Navigator

• Checks in, explains next steps, and answers questions
• Connects you with community resources and supports as needed
• Helps you and your employer discuss safe ways to stay connected to work

Eligibility Specialist

• Contacts you to gather information and decide if your injury is eligible under the Workers’ Compensation Act
• May also speak with your employer and others who have relevant information
• They may ask for:
  • A detailed description of the events that led to the injury
  • A timeline of events
  • Any internal safety or HR reports or processes related to your injury
  • Information about your job description and job demands
  • Any documented complaints or investigation reports from your employer, police, or OH&S
  • Your job description or employment agreement

We know sharing details can be hard. You can pause, ask for clarification, and take breaks. We’ll explain why we’re asking for each piece of information. you can also have a support person present, if you choose.

Additional information gathering

Sometimes, depending on the situation, specialized service providers help WCB collect more information. If a third-party WCB claim investigator is needed, the decision can take longer. We’ll let you know what’s happening and why.

Psychological assessment (if needed)

The Eligibility Specialist will ask about any treatment you are receiving for the injury. If a psychological assessment has not already happened, we may request one.

If an assessment is needed, WCB will connect you with a registered psychologist or psychiatrist and pay for the service. The health care provider will contact you to set up the appointment. Assessments can be done in person or virtually.

If your claim is approved

A WCB Case Manager will contact you within 1 day of the decision. They will be your main point of contact for treatment, benefits, recovery, and return-to-work planning. Your case manager, health care provider, and employer will work with you to support an early and safe return to work when you’re ready.

If your claim is not approved

You will receive a full written decision. We’ll make sure you understand the reasons and the options available to you. If you disagree with the decision, you may file an appeal within 30 days of receiving the decision. Your Client Care Navigator will discuss options and explain next steps if you want to appeal.

Workplace psychological safety resources

Explore helpful tools for navigating and preventing workplace psychological injuries.

Connect with support and resources for first responders.

Contact a client care navigator:

1-833-491-8889 or 902-491-8888.