We're changing the way you get your Remittance Advice
Westpac is making some enhancements to its email remittance process that will change the way you retrieve your Remittance Advice for icare Workers Compensation, and icare Insurance for NSW.
This means the process you need to follow will be different, based on who sends your Remittance Advice.
Who will be sending my Remittance Advice?
Change A: Payments Processing Service
| Remittance company name | Scheme agent | Date the change will apply from |
|---|---|---|
| NSW Self Insurance Corporation | EML | 29 August 2022 |
| TMF Generator Fund | QBE | |
| Workers Compensation Claim | icare (ULIS) | |
| Government Workers Compensation Acc | QBE | |
| State Rail Authority | QBE | |
| Transport Accident Account | QBE | |
| Allianz Workers' Comp (WC) | Allianz | 12 September 2022 |
| Allianz Aust Insurance (TMF) | Allianz | |
| icare Workers Comp EML | EML | |
| GIO Workers Compensation | GIO | |
| NSW Treasury Managed Fund | TMF |
Change B: PaymentsPlus
| Remittance company name | Scheme agent | Date the changes will apply from |
|---|---|---|
| Insurance and Care NSW Payables | icare | 29 August 2022 |
| WCNI Refunds | icare/WCNI | |
| icare Insurance for NSW | GBS | 12 September 2022 |
| NI Claims – Workers Compensation Nominal Insurer | ALL |
Why is this happening?
This enhancement is designed to improve security around emails while ensuring the protection of your personal information by keeping your data secure.
What's changing?
Email remittance process
As part of the remittance process, you currently receive an email that includes an attachment of Remittance Advice.
Moving forward, instead of an attachment in an email, you will receive an email with instructions on how to download your PDF Remittance Advice from a secure web browser (Payments Processing Service) or web portal (PaymentsPlus). This will include the use of a one-time passcode.
It’s important to note that access to the remittance will now be limited to 90 days from the day of generation of the Remittance Advice. You must download your remittance within this timeframe.
Visit the Westpac website for user guides and Frequently Asked questions:
Enhanced security
To ensure authenticity and improved security, the remittance browser as well as all emails that you will receive for Remittance Advice will be branded by Westpac.
Email remittance sender address
After this change, you will receive emails from a different email address.
| Change type | New email address |
|---|---|
| Change A: Payments Processing Service | You will receive emails in the following address format (ourname)@yourremittance.com.au and also the domain @yourremittance.com.au. |
| Change B: PaymentsPlus | You will receive emails with this address format: Do-not-reply@qvalent.com. |
What do you need to do?
- Please check with your IT team that these emails have not been added to a blocked list.
- Familiarise yourself with the steps on this page on how to retrieve and download your Remittance Advice.
What technical support is available?
A helpdesk is available to assist you with any technical issues that you may experience with accessing your emailed Remittance Advice. This assistance includes:
| Issue | Change A: Payments Processing Service Contact: PPS helpdesk 1800 569 097 |
Change B: PaymentsPlus Contact: PaymentsPlus helpdesk 1300 325 409 |
Contact your claims agent or icare using contact details on Remittance Advice. |
|---|---|---|---|
| The verification passcode has not been received | Yes | Yes | |
| The verification passcode is expired | Yes | Yes | |
| The verification passcode gives and invalid error | Yes | Yes | |
| Multiple verification passcode emails have been received | Yes | Yes | |
| The email address for the remittance needs to change | Yes | ||
| There are questions about the content of the Remittance Advice | Yes | ||
| Any other Remittance Advice or account-related matters | Yes |
The helpdesk will be available from 8am until 6pm (AEST or ADST) Monday to Friday excluding NSW public holidays:
- Payments Processing Service: 1800 569 097
- PaymentsPlus: 1300 325 409
You will still need to contact us regarding the contents of the Remittance Advice and any other account-related matters.
Need further assistance?
For more help on the email remittance advice process change, including user guides and Frequently Asked Questions, you can go to the Westpac website:
If you have any questions about these changes, please do not hesitate to contact your claims manager.
