WCB Online User Guide for Workers

WCB Online User Guide for Workers WCB Online User Guide for WORKERS A Nova Scotians safe and secure from workplace injury

Table of Contents WCB Online 1 Create an Account Profile 1 WCB Online Navigation 3 Home Page 3 Tooltips 4 Profile Management 5 Password 5 Already Expired Password 5 Preferred Communication 5 Secure Messages 6 What Are Secure Messages 6 How To Send A New Secure Message 6 How To Open A Received Secure Message 7 Accessing New Messages Through The Notification Bell 7 Accessing New Messages Through My Messages 7 Message Details 8 How To Reply To A Secure Message 8 Attaching a File to a New Secure Message 9 Attaching a File in an Existing Conversation 9 Attachment Limitations 9 Printing an Attached File 9 Saving an Attached File 10 Commenting On A Message 10 Letters 10 Forms 11 Completing Forms 12 Returning to Draft Forms 12 Viewing Submitted Forms 12 Printing Submitted Forms 13 Attachments on Forms 13 Limitations 13 Sending a Form as an Attachment 13 WCB Online User Guide for WORKERS B

Claims 14 My Claim Details 14 Payment History 14 Notifications 15 Email Notifications 15 Notification Bell 15 Alerts 16 Resources 16 Timed Sign Out 16 Locked Accounts 16 Last Updated: May 2017 WCB Online User Guide for WORKERS C

WCB Online WCB Online for workers allows us to deliver the best possible experience by offering online options for our services. No matter what stage you are in your claim, you can start using WCB Online now. Use WCB Online Services to: Submit various forms through your online account, such as travel expenses, direct deposit sign-up, and appeal forms. Monitor your claim process at your convenience, including payments. Securely ask questions about your claim, and get answers quickly. To register, visit wcb.ns.ca. You will need your claim number and health card number to register. Create an Account Profile WCB Online is available for workers with a registered WCB claim number. To sign up, visit wcb.ns.ca and select WCB Online in the top right hand corner. Next, select the login button for workers. Then, select the Sign up button and follow the steps outlined. Sign up is simple. Step 1. Identify yourself. You will need your claim number, health card number, and date of birth. WCB Online User Guide for WORKERS 1

Step 2. Create Account If the information you enter matches the information in our system, you will be prompted to create an account. Here, you will enter your email, which will be used as your username, and create a password. You will need to accept the terms of reference before your profile will be created. You can review the Terms of Reference here (link to terms). If you have difficulty creating an account, the information provided may not match what we have on file. For sign up assistance, contact WCB at OnlineServicesHelp@wcb.ns.ca or 1-800-870-3331. Step 3. Update Profile Once you have created an account, you will be asked to review and update the contact information on file. You ll also be able to select your preferences for receiving information from WCB (online only or online and through mail). You can update contact information at any time under your Profile Page within your online account. WCB Online User Guide for WORKERS 2

WCB Online Navigation Home Page 1 2 3 4 When you sign into your WCB Online account, the first thing you will see is the home page for your account. 5 6 7 8 9 You can bookmark the website of the sign on page in your Favourites for easy access. At the top of the page you will find: 1 In the top left, the WCB logo. Clicking this will take you back to the home page no matter which page you are visiting. 2 To the right of that is the Notification Bell. This is where you can find a list of all of your notifications for new messages or letters. Placing the mouse over the Notification Bell will show recently received notifications. 3 Next is your username. This is where you can access your profile contact information or change your password. 4 In the top right hand corner of the home page is the logout button, which allows you to sign out. There are four main sections within your WCB Online account: 5 Claims where you can find detailed information about your claim such as your payment history, claim status, and more. 6 Forms where you can create and submit new forms, and view forms you have previously submitted. 7 Messages where you will find all of the messages you have exchanged with WCB. You can also create a new message here. 8 Resources where you will find helpful information, such as help with your online account, information about the claims process, and more. 9 A banner indicating the submitted date on travel and medical expenses currently being processed is displayed to the right of the page at all times for quick reference. The WCB processes expenses on a first-in, first-out basis, so this information will help you understand where your expense report currently sits in the processing line up based on the date it was submitted. WCB Online User Guide for WORKERS 3

My Claims 1 On the home page, you will find a summary view of your latest claims under My Claims. My Messages 1 3 2 This view provides you with quick access to the five most recent secure message conversations. You can also send a new message from here, by clicking on the New Message button. To change the order of the information you see within My Claims and My Messages, click the arrow to the right of the heading you want to reorder. News and More The home page also includes a News and More section, which provides quick links to relevant news and information. The items displayed within this section are also accessible on the Resources page. At the bottom of every page you will find the following links (from left to right): Privacy Policy a link to WCB s Privacy Policy Terms of Use a link to Terms of Use for WCB Online Help a link to start a new message to WCB where you can ask for help Tooltips Not sure about a field in a form? Look for white and yellow question mark circles fields, which you can hover over to see additional helpful information.? near titles or WCB Online User Guide for WORKERS 4

Profile Management In order to access your profile, click your username, located in the top right hand corner of the screen and then select My Profile. At any time you can update the following information: Last name First name Middle name (optional) Email (changing this will also change your username) Phone numbers Address Password Preferred communication Direct deposit information Password For security purposes, your password must be changed every six months. You will receive two email notification reminders before your password expires. To change a password, click on your username, found in the top right hand corner, and select Change Password from the menu. You can also click the Change Password link on the My Profile page. Once on the Change Password screen, a password is changed by entering the old password followed by the new password twice. If you forget your password, click on the Forgot Password button on the login page. Already Expired Password If your password has expired, you may be prompted to change your password from the sign in screen. A password must: Contain at least 8 characters Have at least 1 uppercase and lowercase letter Include at least 1 number Not be the same as one of the last 10 passwords used Preferred Communication You can choose how you want to receive information from WCB. To go paperless, select Electronic Only. This means all letters and correspondence will be sent to you online through your secure account, eliminating potential delays due to printing and mailing. Selecting Electronic and Mail allows you to receive your correspondence online as well as through the mail. WCB Online User Guide for WORKERS 5

Secure Messages What Are Secure Messages Secure messages are a secure and private way to communicate with us online. In order to read a message or see attachments, you will have to sign in to your WCB Online account. Secure messages can be used to ask questions to WCB and for WCB to share information about your claim, send you letters, ask you questions, and more. All secure messages, along with attachments, linked to a specific claim number become a part of the permanent WCB electronic claim file. How To Send A New Secure Message There are three ways to send a secure message: 1. Click the New Secure Message button on the home page 2. Click the Messages page and then click the New Secure Message button 3. Click on one of your claim numbers (usually the one you are messaging about), click Messages, and then click the New Secure Message button. Following option #3 above will automatically enter your claim number on the message for you. You want to make sure, if you have more than one claim, to select the correct claim number when sending a secure message about your claim. 2 1 1 Next, select a topic for your message: Travel/Medical Expenses Temporary Earnings/Monthly Benefits General Claim Inquiry Appeal of Claim Decision Other 3 Selecting the most appropriate topic will help ensure your message is sent to the correct department and person at WCB, avoiding unnecessary delays. If your question is regarding a specific claim, be sure to include the claim number. 2 Enter your message or inquiry details into the text box marked Message. 3 Documents or files can be attached to a secure message before it is sent. Please check the Attachments section of this document for more information. Once a message is completed, it is sent by pressing the Send button. WCB Online User Guide for WORKERS 6

How To Open A Received Secure Message When you receive a secure message from WCB, you will receive an email notification prompting you to log in to your WCB Online account to view the message. The email will contain a link to the WCB Online login page. After signing in, you will arrive at the home page where secure messages can be viewed through the Notification Bell, or the Messages page. Note: No personal or identifying information is ever sent in the notification email. Accessing New Messages Through The Notification Bell When new secure messages are available, the Notification Bell will have a yellow circle displaying the number of unread notifications. Hovering over the bell will display the five most recent notifications (including new messages) as well as when those new messages were received. To open the message, click on View Details. Accessing New Messages Through My Messages To access all of your messages, visit the messages page. The message table provides key information about messages: 1 Message number 1 2 3 4 5 6 7 2 Who it is from 3 Some contents of the message 4 The claim number associated with the secure message (if applicable) 5 The topic of the secure message 6 When the conversation thread was last updated 7 The status of the message To read the message, click on the Message #. WCB Online User Guide for WORKERS 7

Message Details Select the Message # to view the message details. Here you will find all of the messages that have occurred within the Secure Message thread. This includes the original message as well as all replies and comments to the messages (including dates, times, and who sent the message/made the comment). Note: The messages in the thread have the date and time on them. This will let you know when you received the message in relation to the other messages in the thread. How To Reply To A Secure Message After selecting the Message #, the Message Detail screen opens. To reply to a message, type in the message field. The message cannot be longer than 10,000 characters. Files can also be attached. If you are having trouble responding to a message, check the Status of the message in Message Details you cannot reply to a message with a status of closed. Make sure you type in your message if you copy and paste text into the message field, your message may contain characters that cause an error and prevent it from being sent. WCB Online User Guide for WORKERS 8

Attaching a File to a New Secure Message When creating a new secure message, there is no limit to the number of attachments that can be added, however there are size limitations. To attach a file, click the Browse button in the attachment section. Select a file to be attached to the message, and click Open. Repeat this until all files are attached. Once the message is complete, click the Send button As long as the files you have attached fit within the file size and type limitations, your message and attachments will be sent. You will receive an error message if the attachments cannot be sent. Attaching a File in an Existing Conversation When attaching a file to an existing message, press the Click to Attach File link. Unlike when adding attachments to a new message, only one attachment is allowed per message when replying. After filling out the rest of the secure message fields, click the Send button. As long as the files you have attached fit within the size and type limitations (see below), the message will be sent. Attachment Limitations Only GIF, JPEG, PDF, TIF and PNG file types may be sent as attachments. The total file size of all attachments within a conversation must not exceed 4 megabytes. When starting a New Secure Message conversation with WCB there is no limit to the number of attachments that can be sent with a message, but size and type limitations apply. When sending an attachment in response to an existing message, only one attachment may be included per message. An attachment cannot be sent with a blank message this means you must always type something in message field. Printing an Attached File In order to print an attached file, click on the Conversation/Message #. This will bring up all messages and comments in the conversation as well as a list of the attachments on the right of the screen under the Attached Files heading. Click the attachment to be printed. Note: The individual steps for printing depend on your browser settings. Once the file is opened, it may be printed. WCB Online User Guide for WORKERS 9

Saving an Attached File In order to save an attached file, first click on the Conversation/Message #. This will bring up all messages and comments in the conversation as well as a list of the attachments on the right of the screen under the Attached Files heading. Right-click on the file to be saved and then left-click on Save Target As. Choose where to save the file. Commenting On A Message If multiple messages were received in a single conversation/thread, you may wish to comment on individual messages rather than adding a new reply message to the overall conversation thread. To do this, find the individual message within the conversation and click on the Comment link underneath the message. A new text box will then appear immediately beneath that particular message. Type the message into the box and, once finished, click the Comment button. Note: Comments may not include attachments. There is no limit on the number of comments that can be sent back and forth. Letters Correspondence from WCB will be sent as a secure message. The message will contain your letter as an attachment. It looks the same as the letter you would have received in the mail. WCB Online User Guide for WORKERS 10

Forms You can complete and submit a number of WCB forms directly through your online account: Travel Expense Submit out-of-pocket expenses related to your claim or medical appointments to be considered for reimbursement Direct Deposit Sign up for direct deposit service or update your banking information Job Search Planner Submit details of your job search activities as part of your return-towork plan Release of Information Identify any other individual who you authorize or no longer authorize to receive information about your claim Notice of Appeal Register an appeal of a written claim decision to a WCB s Internal Appeals department To send any one of these forms, first click on the Forms page. The Forms page contains information on forms that have been submitted or that are in the process of being filled out. Change your view Each of the columns in this section may be sorted by clicking the arrow to the right of the column header. To view forms related to a specific claim, navigate to the Claim Details page for that claim and then click the Forms sub-tab. WCB Online User Guide for WORKERS 11

Completing Forms To begin filling out a form select the button beside the form to be completed. Next, select the Create New Form button. The selected form will open. At any time, you can choose to either save a draft of the form, delete it, or submit it. Save Draft saves the form in order for it to be completed later. Delete Form deletes the form completely. Submit sends the form to WCB. Once you submit a form, it can no longer be changed or edited. The form will be processed and become a part of your claim file. Draft forms are not considered part of your claim file. Reasons Why A Form May Not Be Submitting If the Submit button is selected but the form does not submit, check to see if any of the following is preventing the form from sending: Required fields are all filled out Check the form for fields highlighted in red these indicate areas where required information is missing from the form. For example, at least one expense row must have details entered before a Travel Expense Form will submit. The form will notify you of what information is missing. Required signature check is missing Some forms may require an electronic signature from you. Check to ensure you have provided a virtual signature by selecting the signature check box. Returning to Draft Forms Return to a draft form at any time by clicking on the Form Number of the form you want to open. Once selected, the form is opened and you can pick up where you left off. Viewing Submitted Forms If a form has been submitted to WCB it may be viewed at any time by clicking on the Form Number of the form. This will open the form in a new browser window. WCB Online User Guide for WORKERS 12

Printing Submitted Forms After clicking the Form Number of a submitted form to be printed, the form is opened in a new browser window. All submitted information can be viewed and a PDF version of the form may be printed by clicking on Print Friendly in the top right-hand corner. Look for this icon. Attachments on Forms To attach a file to a form, select the appropriate form. At the bottom of the form is the Attachment Section. Select Browse and then select one file to attach to the form. Repeat the previous steps to attach as many files as required (so long as the files fall within the limitations as noted below). Print instructions vary by browser. Follow your browser print procedures to print the form. Limitations The total file size of all attachments may be no more than 4 megabytes per form. Only GIF, JPEG, PDF, TIF and PNG file types may be sent as attachments. Note: There is no limit to the number of attachments that can be submitted with a form, as long as the total size does not exceed the limit noted above Sending a Form as an Attachment A form may be submitted as an attachment. This will be the case when a form is being sent that is not one available as a web-based form. Send in the completed form as an attachment to a secure message. Be sure to check the size considerations for sending attachments. WCB Online User Guide for WORKERS 13

Claims On the Claims page, you will find information about your most recent claims. This section gives you the following information: 1 the claim number 2 the date of the injury 3 the name of the case worker handling the claim 4 the type of injury 5 the status of the claim 1 2 3 4 5 6 6 the employer Each of the columns in this section may be sorted by clicking the arrow to the right of the column header. For a detailed view of the claim, click on the Claim Number of the claim. This will bring up the details for the selected claim. My Claim Details This page contains all the details, payments, forms, and messages related to a specific claim. The following information is displayed: 8 3 2 1 4 5 7 6 1 the claim number 9 10 11 12 13 2 the case worker for the claim 3 the injury date 4 the status of the claim 5 the type of injury 6 the employer 7 a description of how you came to be injured as indicated on the injury report 8 Below the My Claim Details section is Payment History. Payment History The Payment History sub-tab provides you with details about payments you received related to a specific claim number. Here, you can view: 9 the date the payment was issued 10 the payment type (CHQ for Cheque Deposit and DD for Direct Deposit) 11 a description of what the payment is for 12 the date range covered by the payment 13 the payment amount WCB Online User Guide for WORKERS 14

Notifications You will receive an email notification when a new message or letter is sent to you. A notification will also be added to the Notification Bell. Email Notifications When you receive an email notification, it will prompt you to log in to your WCB Online account. The email will contain a link to the WCB Online sign in page. Note: No personal or identifying information is included in the email notification. Notification Bell If there are new notification(s) the Notification Bell will show the number of unread notifications. When the bell is selected, a list of the five most recent notifications is seen as well as an option to View All. Click on the new notification to view the information. Clicking View All will take you to the Notifications page to see all of the notifications you have received. Clicking on View Details will provide more specific information. WCB Online User Guide for WORKERS 15

Alerts After signing in to WCB Online there will sometimes be a banner on the top of the web page. This alert will include important information for you. This information might include, but is not limited to: planned WCB Online maintenance outages, WCB office closures, unexpected service delays, etc. The Alerts will be updated as needed. Resources Clicking on the Resources page brings you to the Resources section. Here, you will find relevant resource articles and links. Use the search bar to look up information if you don t see it on the main page. Using the Sort By drop-down menu, the articles within the Resources may be reordered to the show the most recently updated ones (which is the default) or those which are the most viewed. Timed Sign Out If you are signed in to WCB Online but have not performed any actions in 30 minutes, your account will automatically sign out for security purposes. Locked Accounts In order to maintain the security of WCB Online, after five failed sign-in attempts, your account will be temporarily locked. If this occurs, you will need to contact WCB Nova Scotia to access your account: Toll Free: 1-800-870-3331 Phone: 902-491-8999 WCB Online User Guide for WORKERS 16