What the Service Is
The Sensitive Claims Service (SCS) — previously known as Integrated Services for Sensitive Claims (ISSC) — is the part of ACC that funds assessment, therapy and support for survivors of sexual abuse or assault, and for mental injury caused by that abuse. It is fully funded, which means you do not pay for therapy that sits within the service.
The service was redesigned to be clinician-led rather than session-capped. Rather than a fixed number of funded sessions, ACC-registered providers assess your needs and propose a support pathway, and how long therapy continues is a decision you make with your therapist.
Two Things That Make It Different From Any Other ACC Claim
- You never have to disclose the abuse to your GP. A claim can be started by telling your doctor only that you have a "sensitive issue". The clinical detail stays with your ACC-registered therapist.
- You do not have to wait for ACC to decide the claim before therapy begins. Registered providers can start sessions immediately, so the administrative process does not delay the care.
Confidentiality protections for this service are stricter than elsewhere in the scheme, and your information is handled under specific rules governing sensitive claims.
What the Support Actually Looks Like
After an initial needs assessment, support is typically organised into what providers describe as Wellbeing Package A and Package B — structured across up to 24 months and combining talking therapy with cultural support and practical assistance. The design intent is flexibility: the package adapts to what you need rather than forcing you into a fixed clinical template.
| Element | What it covers |
|---|---|
| Assessment | Initial needs assessment by an ACC-registered clinician, including cultural considerations |
| Therapy | Talking therapy with an ACC-registered provider — duration decided with your therapist, not capped in advance |
| Cultural support | Access to kaupapa Māori and other culturally appropriate support where relevant |
| Practical assistance | Support where impacts of the abuse limit daily functioning or participation in education or work |
| Duration | Support structured over a period of up to 24 months |
Three Ways to Get Started
- Safe to talk is a free, confidential 24/7 service that can match you with an available ACC-registered therapist and explain the process before you commit to anything. Nothing is lodged without your consent.
- Approach an ACC-registered provider directly. Providers are listed publicly, and they handle the claim paperwork with ACC themselves — you do not need to act as the intermediary.
- Ask your GP to start the claim. Saying "sensitive issue" is sufficient for them to lodge it without asking for detail, and they do not need your history to make the referral.
If You Need to Challenge a Decision
Sensitive claims can be declined, or a request for extended support can be turned down. Any decision can be taken to an independent review within three months, and while that sounds daunting, review outcomes in this area are often resolved by an updated clinical assessment rather than a legal argument.
Because sensitive claims involve specialist confidentiality rules, advocacy support is worth using. Survivor support organisations can act on your behalf, attend the hearing with you, and manage correspondence so you do not have to keep restating your history. Community Law Centres also offer free initial advice on ACC decisions.
Support Beyond Therapy
Where the effects of abuse limit what you can do day to day, the service can also look at travel costs to appointments, support with education or work participation, and — in some circumstances — counselling for family members. These are needs-assessed, so raise them early with your therapist, with a concrete description of the barrier, rather than at the end of your funded period.
Frequently Asked Questions
Do I have to tell my GP what happened to make an ACC sensitive claim?
No. You can tell your GP you have a 'sensitive issue' and that is enough for them to lodge the claim. The clinical detail belongs with your ACC-registered therapist, and confidentiality protections for this service are stricter than elsewhere in ACC.
Can I start therapy before ACC has decided my sensitive claim?
Yes. ACC-registered providers can begin therapy immediately under the Sensitive Claims Service arrangements, so you do not have to wait for the claim decision before receiving support.
How long does ACC fund therapy for a sensitive claim?
Support is clinician-led rather than capped in advance. Providers typically structure it across up to 24 months, combining therapy with cultural and practical support, and how long you continue is decided with your therapist.
Who can help me make a sensitive claim?
Safe to talk is a free 24/7 confidential service that can match you with an available ACC-registered therapist. You can also approach a registered provider directly, or ask your GP to lodge the claim. Survivor support organisations and Community Law Centres can act as advocates if a decision goes against you.