Getting hurt at work is stressful enough — but if your workers compensation claim is delayed and you receive a letter saying it’s “reasonably excused,” it can feel even more overwhelming. What does that actually mean? And what can you do about it?
In NSW, workers compensation exists to support you when you’ve been injured on the job. It’s meant to cover things like lost wages, medical bills, and rehab costs while you recover. But sometimes, insurance companies don’t start paying straight away. Instead, they send a notice saying your claim is “reasonably excused.”
This doesn’t mean your claim is rejected — it just means they’re not starting payments yet because they believe something is missing or unclear.
Here’s what that means in everyday language, why it happens, and what you can do to fix it.
What Does “Reasonably Excused” Mean?
When you lodge a workers compensation claim, the insurer usually has 7 days to begin making payments (called provisional liability) while they investigate your case.
However, insurers can delay that if they believe there’s a reasonable excuse. If they do, they must send you a written notice explaining why they’re delaying and what they need from you.
It doesn’t mean your claim is over — it means the insurer is pressing pause until they receive more information or clarification.
Common Reasons Your Claim Might Be “Reasonably Excused”
Here are some of the more common reasons we see insurers use to delay claims:
- Missing or Incomplete Medical Certificate
You need to provide a Certificate of Capacity from your GP. If that’s missing or unclear, the insurer may hold the claim. - Unclear Whether It Happened at Work
If your injury occurred off-site or outside your usual duties, they may question if it’s really work-related. - They Can’t Contact You
If your contact details are outdated or you haven’t responded, the insurer may pause the claim until they hear from you. - Late Injury Reporting
Delays in reporting your injury can cause concerns for insurers, especially if there’s a gap between the incident and your first medical appointment. - Questions About Your Employment
Sometimes, the insurer may not be sure if you’re legally considered a worker under NSW law — especially if you’re a contractor, casual, or in a grey area.
What You Can Do Next
If you’ve received a notice saying your claim is “reasonably excused,” don’t panic. It’s not the end — it’s just a request for more information. Here’s what we recommend:
- Read the Notice Carefully
It should explain clearly why the insurer is delaying your claim and what they need from you. That’s your starting point.
- Get Back to Your Doctor
If the issue is medical, speak with your GP and ask them to complete or update your Certificate of Capacity. It needs to clearly state your diagnosis, how it’s work-related, and whether you’re fit for duties.
- Use Our Free Resources
We’ve written several blogs and guides to help people in your situation. Here are a few that may help:
- The 5 Essential NSW Workers’ Compensation Tips
- What Records Should I Keep About My Injury?
- Our workers compensation guides — created to answer the most common questions we hear.
These articles explain the process in plain language and give you practical steps to move forward.
- Send the Missing Information Promptly
Once you’ve got everything the insurer asked for, send it back as soon as you can. Keep a copy for yourself and ask for confirmation that they’ve received it.
- Follow Up If You Hear Nothing
If they’ve gone quiet after you’ve provided what they need, it’s okay to chase them up. And if they still don’t act — we can help.
Know Your Rights
Even if your claim is delayed, you still have rights. The insurer must:
- Tell you exactly why your claim is on hold
- Tell you what you can do to fix it
- Keep investigating fairly
- Give you details for support services like the Independent Review Office (IRO)
And if you think they’re being unreasonable? You can challenge the decision — either through an internal review or by taking the matter to the Personal Injury Commission.
Final Thoughts from Us
Getting hurt at work is tough. Dealing with delays in your claim can make it feel even worse. But a “reasonably excused” notice isn’t the end — it’s just a bump in the road.
We’ve helped hundreds of everyday people move forward after setbacks like these. With the right information and support, you can get your claim back on track and start getting the help you need.
Need a Hand? We’re Here for You
If you’re unsure what to do next — or if it all just feels too hard — get in touch with us at Bourke Legal.
We’re here to listen, explain your rights in plain English, and help you deal with the insurer.
📞 Call us on 1300 026 875
🌐 Visit bourkelegal.com to make an enquiry
Let us take the pressure off — so you can focus on healing.