Episode 2: What Happens When the Injury’s Invisible
EPISODE DESCRIPTION:
“You can’t X-ray anxiety, that’s what makes psych claims so complex.”
In this episode of Behind the Claim, discover the unseen challenges behind psychological injury claims and why empathy, early goals, and person-centred care make all the difference.
- Runtime: 39:06 min
- Category: Business / Health & Wellness / Work Culture
LISTEN NOW ON:
Episode Overview
Behind the Claim uncovers real stories from Australia’s workers compensation system.
In Episode 2, Stephen Zheng speaks with Abbie Castillo and David Wood from AusRehab to explore why psych claims take longer to resolve, what’s broken in the system, and how genuine recovery looks beyond paperwork.
Key Takeaways
- Psychological injuries now make up 10% of all claims but 38% of scheme costs.
- Most delays come from system gaps, not worker motivation.
- Early contact and setting small goals rebuild confidence faster.
- Person-centred care leads to better long-term recovery.
- Empathy and understanding remain the most powerful tools for RTW success.
Episode Timestamps
Use the timestamps below to find the most important parts of the video quickly!
Timestamp | What You’ll Learn |
00:00 | Welcome to Behind the Claims |
01:57 | What Makes Psychological Claims So Complex |
03:17 | Why Do Psych Claims Take Longer to Recover? |
07:19 | Common Types of Psychological Claims |
09:46 | Is the Certificate of Capacity Broken? |
16:52 | Psych vs. Physical Claims |
21:00 | Person-Centred Approach in Workers Comp |
24:24 | Real Case: From Trauma to Starting Over |
30:14 | What Makes a Good Rehab Consultant |
32:41 | How We Can Improve the System |
About the Speakers
Stephen Zeng
Director & Podcast Host
Stephen Zeng is the director at AusRehab, committed to helping businesses and workers recover, rebuild, and return to work.
Abbie Castillo
Rehabilitation Division Head
Abbie leads AusRehab’s rehabilitation division, supporting recovery programs for both psychological and physical injury cases.
David Wood
Sales Relationship Lead
David works closely with employers and insurers to build stronger communication and support frameworks that drive faster recovery outcomes.
About Our Services
As a leading workplace rehabilitation provider, we specialise in injury management, return to work programs, workplace ergonomic assessments, and tailored support for businesses and employees. Our track record demonstrates our 100% commitment to producing successful outcomes and empowering individuals to regain their independence.
Workplace Rehabilitation
AusRehab specialises in workplace rehabilitation, helping injured workers recover and return safely to work.
Pre-employment Screening
Make informed hiring decisions and protect your workforce with our comprehensive screenings.
Ergonomic Assessments
Reduce injuries and enhance productivity with AusRehab’s ergonomic expertise.
We’re trusted by Aussie companies to deliver results that matter.
Previous Episodes
