Many Workers Compensation Caseloads are on the rise. Is your team structured correctly?

According to HAYLO People’s 2026 Talent & Salary Insights Report, 43% of Personal Injury professionals reported an increase in claims across their portfolio over the previous six months. A further 44% said their portfolio had remained broadly the same, while just 13% had seen a decrease. Is your claims management team structured to handle both workload and complexity?

Workers compensation caseloads vary across Australia

HAYLO People's 2026 Talent & Salary Insights Report identified the following average portfolio sizes across the broader Personal Injury sector:

• NSW: 65 claims

• VIC: 52 claims

• QLD: 46 claims

• SA: 45 claims

• WA: 45 claims

These figures provide a useful indication of workloads across the market, but they are not recommended caseload limits. Even within NSW, caseloads vary across the Nominal Insurer, Treasury Managed Fund (TMF), specialist insurers and self-insurance environments, with TMF respondents reporting the highest caseloads.

Why portfolio size doesn't tell the full story

Consider two case managers, each responsible for 50 claims. One may manage a portfolio of relatively straightforward physical injury claims, supported by established processes and dedicated technical resources. The other may manage a higher proportion of complex psychological injuries, disputed liability matters, and cases involving multiple stakeholders. While both case managers hold the same number of claims, the level of expertise, time and coordination required can differ significantly. For employers, this reinforces why portfolio size alone is not an accurate measure of workload or capacity.

Claims complexity matters as much as volume

Beyond portfolio size, the report identifies several challenges placing additional pressure on Personal Injury teams. When surveyed about the biggest issues affecting their sector, respondents identified three leading concerns:

1. Psychological claims and complexity: Increasing mental health and psychosocial claims, longer claim durations, and more complex return-to-work pathways.

2. Legislative and regulatory pressure: Ongoing reform, compliance requirements and differences in how legislation is interpreted across schemes.

3. Talent shortages and capability gaps: Limited availability of experienced case managers, turnover and the loss of technical knowledge.

As psychological injury claims become more demanding, employers also need professionals with strong communication, sound judgement and the ability to manage sensitive stakeholder relationships.

When Workload Expectations Outpace Remuneration

The report also highlights a growing disconnect between demand for Injury Management professionals and the remuneration offered. Injury Management Adviser salaries typically range from $100,000 to $130,000. However, professionals with psychological injury expertise, complex claims experience or allied health qualifications can command higher salaries, particularly in NSW and Victoria.

For employers, this presents a recruitment challenge. Organisations expecting Injury Management professionals to manage increasingly complex portfolios may need to reassess salary positioning, workload expectations, and the support available within the role. Competitive remuneration remains important, but so does providing an environment where professionals can manage their responsibilities effectively.

Benchmark your claims management team against the market

Understanding portfolio size is only one part of building a sustainable claims management team. HAYLO People’s 2026 Talent & Salary Insights Report also explores attraction and retention, salaries, Injury Management demand and emerging skill requirements across Personal Injury teams nationally. Download the full report here to see how your team compares.

If portfolio pressure is affecting your team, HAYLO People provides specialist Workers Compensation recruitment and Injury Management recruitment across Australia. Speak with HAYLO People about the experience and capability your team needs.

Frequently asked questions

What is the average workers compensation caseload in Australia?

HAYLO People’s 2026 Talent & Salary Insights Report reports average Workers Compensation portfolio sizes of 65 claims in NSW, 52 in Victoria, 46 in Queensland, and 45 in both South Australia and Western Australia. These are state-level benchmarks, not a national average or recommended caseload limit.

What affects a sustainable workload for a workers compensation case manager?

A sustainable workload depends on claim complexity, claim duration, the case manager’s experience and access to technical and Injury Management support. Employers should assess the mix of claims and the wider team structure rather than relying on a claims-per-case-manager ratio alone.

Why does psychological claim complexity affect caseload capacity?

Psychological injury claims can involve more demanding stakeholder management and return-to-work pathways, meaning claim numbers alone do not capture the workload. Respondents to HAYLO People’s 2026 Talent & Salary Insights Report identified psychological claims and claim complexity as the leading challenge facing the industry.

How can employers strengthen their claims management teams?

Employers can strengthen their claims management teams through experienced case managers, strong technical leadership, dedicated Injury Management support and more balanced workload distribution. Specialist Workers' Compensation recruitment can help address capability gaps, alongside clear career pathways and support for existing employees.