Frequently asked questions (FAQs)

What is Way Finders?

We are a national navigation service that's available to anyone who may have questions about ACC or even a specific ACC claim. Our service is available for people who may want an alternative way to interact with ACC rather than deal with ACC directly.



Why is your service free?

Our navigation service is an ACC contract that we were successful in obtaining. ACC wanted to provide alternative ways for people to access information and advice about ACC and their claim.



Are you only in Auckland?

Our staff will be based across the country, initially in Auckland. Our navigation service is expected to be mostly phone-based but if required a face-to-face meeting can be arranged if this will help resolve the issues.



I have requirements about who I talk to. Can you accommodate them?

We can access interpreters if required and will do our best to meet your requirements, just let us know what these may be.



How does secure video conference work?

If a face-to-face via secure video messaging will be useful, we can talk you through how to do this – an invite will come from one of our navigators to you on your phone or device.



What exactly can you do with my ACC claim?

We'll listen to your question, issue and understand your situation. Because of our ACC experience we can provide advice on next steps to ask ACC or even act on your behalf with ACC if you like.



Are you an advocacy or litigation service?

No, we are a navigation service who can provide advice on ACC and your claim if you consent to us gaining this information. We can work with ACC to resolve an issue and to escalate an issue if required. Our staff are not advocates or lawyers or even have legal backgrounds. We have staff with extensive knowledge of ACC and great customer service.