AHTR Submission & Insurer Response Timeframes
Once you submit an AHTR form through Avaana, insurers under the workers compensation scheme have 21 days to make a decision on treatment requests.
This excludes services listed in Tables 4.1 and 4.2 of the Workers Compensation Guidelines.
During this period, insurers may:
Approve the request
Partially approve the request
Decline the request
Request further information before making a decision
To help avoid disruptions to care, we recommend submitting AHTR forms before the final approved session is reached. This allows sufficient time for insurer review and supports smoother continuity of treatment.
If You Have Not Received a Response After 21 Days
If the insurer has not approved, declined, or requested further information within 21 days, you can take the following steps:
Contact the case manager
Follow up directly with the claims service provider to request an update on the status of the request.
Respond promptly to any information requests
If the insurer requests additional information, provide it as soon as possible to avoid delays in the approval process.
Contact Avaana Support (if needed)
If you are unable to obtain an update from the case manager, you can contact the Avaana Support Team for assistance.