Online services FAQs for your claim

You can access our online services by signing up and creating a profile. Begin by choosing "Sign up" in the top right corner of our homepage and select “injured or ill people”. Once your profile set up is complete, you can add a claim, submit an injury or illness report and much more.

Yes, our online services are secure. We use multi-factor authentication to verify your identity and if you didn’t report your claim through online services or choose to have your claim added your account, we use your claim information and personal identity questions to verify your claim, helping to keep your information safe.

You can report a new injury, illness or exposure incident online. You can also report from “My claims home” when you log into your online services account.

Personal identity questions are used to confirm your identity before you can perform certain actions, such as updating your information or setting up direct deposit. When prompted, you should carefully read each question and answer them exactly as you did when you first set them up.  

Personal identity questions are important for protecting your account and ensuring only you can access or change your personal and financial details. If you don’t have personal identity questions set up, you’ll be prompted to do so the next time you log in. You can also update your personal identity questions at any time by selecting “Account security” from “My profile”. Always remember your answers, as they must be entered in the same way each time. 

Once you’re logged in and your claim has been added to your account, you can select send us a message and we’ll get back to you within two business days. Contact us if you need to speak with someone more urgently.

No, you don’t need a personal identification number (PIN) to access your claim or manage your direct deposit. After you log in, simply select “Add a claim”, enter your claim number and year of birth, followed by answering a few claim-related questions. To set up or update direct deposit, you’ll be prompted to answer your personal identity questions for verification.

Multi-factor authentication adds an extra layer of security when logging into your online services account. After entering your password, you’ll be asked to provide a second form of verification. This can be a code sent to your phone by text message, a phone call from us, or a code generated by an authenticator app.  

You can update your MFA phone number or authenticator on the “Account security” page under My profile.

Video information is available as a text transcript with descriptions of visuals.

An authenticator app provides an extra layer of protection when you log in to your online services profile. After you set up an authenticator app on your device, it will generate a unique, time-based one-time password (OTPs) each time you log in. These codes change every 30 seconds, which makes them harder to intercept, and you can generate codes even when you’re offline.

You can use any authenticator app that generates OTPs, such as Microsoft Authenticator or Google Authenticator. Download and install the app, then select 'add account' and follow the instructions to scan the QR code or enter the setup code.

You can go to “Account security” under “My profile” to add a new authenticator, rename or delete existing authenticators. Using an authenticator app gives you stronger security and helps keep your account safe. 

Yes, you can securely access our online services from your phone, computer, tablet or any other device.

If you suspect fraud, please visit wsib.ca/reportfraud for more information on how to report this to the WSIB.

If you need support travelling to an appointment related to your claim, please speak with your case manager to get approval for travel.

If you already have approval to travel by taxi and need to book, change, or cancel a trip, contact Rapid City Transportation by phone at 1-833-567-9742 or visit rapidcitytransport.com. Make sure to book at least 24 hours in advance.

If you need to change or cancel an air, hotel, or rail reservation that you already have, you can connect with Direct Travel by phone at 1-866-927-5051

If you have questions about your travel, please contact your case manager or decision maker.

You can submit a completed Worker’s report of injury/disease (Form 6).

Begin by choosing "Sign up" in the top right corner of our homepage and select “injured or ill people”.

From the sign-up page you’ll need to: 

• enter your email address
• read and agree to the terms of use 
• select 'Get a verification code' 
• enter the verification code we send to the email address you provide (you can resend the code if needed) 
• create a strong password 
• add your personal information  
• set up multi-factor authentication phone number 
• set up your personal identity questions
• submit and complete your profile set up

You can also set up an authenticator to add an extra layer of security to your profile when you login.

Once your profile set up is complete, you can add a claim or submit an injury or illness report.

A verification code is a unique sequence of numbers that we send to your multi-factor authentication phone number or email address when you log in or sign up for online services. You need to enter this code to prove that the phone number or email address you provided is your own. This extra step helps protect your account and ensures that only authorized users can access our online services.

If you didn’t receive your verification code, first check your junk or spam email folder if you requested the code by email. If you requested the code to your multi-factor authentication phone number, make sure your phone can receive text messages and that your number is entered correctly. You can also ‘resend code’ to have a new code sent to you. You can Contact us if you’re still having trouble.

We use multi-factor authentication for added security to verify your identity. You can choose to have the service remember you for 30 days. After that, you’ll need to repeat the verification process again.

If you selected the “call me” option, but didn’t receive a call, make sure your phone is set to allow calls from unknown numbers and check that the number is correct and doesn’t include an extension. If the number is incorrect, you can “use a different phone number” to update the number and select “call me” again. You can also try a different verification method or contact us if you’re still having trouble.

Yes. If you want to use a different multi-factor authentication phone number, select “change phone number” when logging in or signing up. To protect your account, we’ll need to verify your identity with your existing phone number, authenticator app or email and additional information.  

If you’re already logged in, you can change your multi-factor authentication phone number on the “Account security” page under “My profile” and confirm if you want to verify by text message or phone call.  

If you forget your password, you can reset it by selecting ‘forgot password’ on the log in page.

Our online services  use cookies for authenticating your login, gathering statistics through Google Analytics and monitoring for some errors. Make sure you have cookies and third-party cookies enabled in your web browser settings to access our online services. 

On average, it could take 30 minutes to complete the report from start to finish. You don’t have to complete your report in one sitting, you can save your progress and return to the report later. 

Some of the questions in the report are optional. If it’s a mandatory question, provide us with the best response you can and we’ll follow up with you by phone if we need more information for your claim. 

No, once your report is submitted you cannot make any changes to it. However, once your claim is registered you can select the claim number then submit additional documents to your claim file.

It can take up to three business days for us to register a claim. After you submit your report, you can check your report status in the ‘My reports’ table when you log in to online services.

Draft reports are deleted after 30 days. If your draft report was deleted, you’ll need to start a new report.

After you submit your report, within a few minutes you should be able to download a copy of the report to save or print under ‘Report action’. 

Your claim will only appear under the ‘My claims’ table after it’s been registered. You’ll receive an email once your claim has been added to your online services account, then you can log in to view your claim information.   
 

If at the end of your injury or illness report you don’t choose to have your claim added to your account, you’ll have to manually add your claim from the ‘My claims’ page using your claim number, year of birth and answering questions about your claim. You can learn more about manually adding a claim in the ‘adding a claim’ section. 

You can find your claim number in most correspondence from us or you can contact us if you don’t have your claim number. You’ll need your claim number, year of birth and information about your claim to add a claim to your online services account.

Yes, you can add any claim that you've registered with us to your account. You can view all your claims on the claims table on “My claims home”.

It can take up to 24 hours for payment information to be updated online. Contact us if you still can’t see your benefit payments after waiting 24 hours.

Inactive claims are not visible in online services after 90 days.

Through their online services account, businesses can see high-level information about claims registered with their business. Your employer can view your claim status, benefit payments and health care benefits like treatments and devices. Your employer can’t see personal medical information, documents you submit or any message you send through the service.

You can go to “My profile” and select “My contact information” to update your mailing address and phone number after logging in. Select edit, enter the new mailing address or phone number, acknowledge you’ve read and understood the terms of use and select submit to complete the process.

Only Canadian addresses can be updated online. Changes made in My contact information will apply to all your claims.

On the ‘my claims’ page, in the column on the right, under ‘documents’, select submit documents. From the ‘submit document(s)’ page, you can drag and drop documents or click on ‘upload file(s)’ to attach a letter requesting a name change with copies of two pieces of government-issued identification, or a certificate of name change and one piece of government-issued identification and click on ‘submit’.

It will take up to two days for your updated name to appear on the account.

You should instantly be able to view all documents you’ve submitted using the service. Try refreshing your page or contact us if you’re still having trouble.

No, only documents you’ve submitted while logged into our online services will appear under your submitted documents. 

Right now, we don’t allow you to submit certain confidential documents to your claim file. As we continue to expand our online services, we’re looking into incorporating more features and abilities. 

In most cases, within one business day, a Customer Service Representative will respond to your message. If a response is more complex and will take more time and/or information, a Customer Service Representative will let you know when you can expect someone to be in contact with you and if they’ll be reaching out to you by phone.

It can take up to one business day to receive a response. Contact us if you still don’t have a response after one full business day.

Customer Service Representatives need time to review your claim information and provide you with an accurate and helpful response. This can sometimes mean reaching out to a colleague to gather information about your claim. Contact us if your question is urgent.

When you sign up for direct deposit, you’re asked personal identity questions to help protect your account and ensure your information stays secure. These questions confirm that you’re the rightful account holder and prevent unauthorized access to your personal or financial details.

If you have an online services profile, but you don’t have personal identity questions set up, you’ll be asked to set them up next time you log in. You can also go to account security from my profile to update your personal identity questions.

Please remember your answers as you must enter them exactly the same way each time, including lower and uppercase letters, special characters and spaces.

Yes, our direct deposit feature is secure. We verify your identity and claim through your online services profile and personal identity questions and have incorporated multiple layers of authentication to ensure your personal information is safe. 
 

When you sign up for direct deposit you will receive your loss-of-earnings benefits payments straight to your bank account. Out-of-pocket expenses (therapy, medications, assistive devices, travel) are paid by cheque.

It can take up to three business days. You can track your payment status under ‘Benefit payments’. Once you’re set up for direct deposit and your payment has been sent, you should see it in your account.
 

Yes, if you have multiple claims, we use your direct deposit information for all of your claim payments.

Make sure you’ve entered the correct transit number, account number and institution number. If you do not have this information, contact your financial institution and they can provide it to you. Direct deposit is only available for Canadian financial institutions. Contact us if you still can’t add your information.

If the answers to your personal identity questions don’t match our records, your access to set up or manage direct deposit will be temporarily locked for your security.

• If you reach the maximum number of unsuccessful attempts, you’ll be locked out for five minutes or up to one hour based on the number of unsuccessful attempts. Please wait until the lockout period ends and try again. 
• If you’re locked out three times, you’ll need to contact us at 1-800-387-0750 for assistance unlocking your account.

This lockout does not affect payments to your current bank account if you already have direct deposit set up. 

Yes, you can go back to cheque payments. Please contact us to get help with this request.

If you submitted an appeal readiness form but don’t see your appeal status, it might not be registered yet. If it has been more than 14 calendar days, you can call the person who sent your decision letter or send us a message to get an update. Only appeals registered from January 2019 onward are available in our online services.

You can track the status of your appeal through our online services. You can also see an estimate of how long each step of the process will take.

You can send us a message through your online services account and select ‘Appeals’ as the subject. Please allow up to two business days for a reply.

If your appeal was not allowed, you can appeal to the Workplace Safety and Insurance Appeals Tribunal within six months of receiving the decision.