General
How do I get access to online services?
You can sign up for online services by using your email address to create an account. Once you’ve created a profile, you can report your claim and choose to have it added to your account to view the details once registered. If you didn’t report through online services or choose to have your claim added to your account, you can manually add your claim using your claim number, year of birth and your personal identification number (PIN).
Is my claim information secure?
Yes, our online services are secure. We use multi-factor authentication to verify your account and if you didn’t report your claim through online services or choose to have your claim added your account, we use a unique personal identification number (PIN) to verify your claim, helping to keep your information safe. To protect your privacy, keep your PIN confidential.
How do I report a new injury, illness or exposure?
You can report a new injury, illness or exposure incident . Once you log in under ‘My reports’ click, submit a report.
I have a question about my claim, who should I contact?
Once you’re logged in and your claim has been added to your account, you can select send us a message and we’ll get back to you within two business days. Contact us if you need to speak with someone more urgently.
I have a claim but I don’t have a personal identification number (PIN), can I still use online services?
Yes, anyone with an active claim can use our online services. You should have received your personal identification number (PIN) in the mail, but if you haven’t or have misplaced it, have your claim number ready and contact us to request to have your PIN emailed or mailed to you.
Can I use the online service on any device?
Yes, you can securely access our online services from your phone, computer, tablet or any other device.
Can I use online services to report fraud?
If you suspect fraud, please visit wsib.ca/reportfraud for more information on how to report this to the WSIB.
What do I need to do to book a taxi?
You can book a pre-approved taxi from Rapid City Transportation through your online services account. You need WSIB approval and a reference number before you can book a ride. If you don’t have a reference number, call the WSIB Travel Office at 1-877-220-2297 Monday to Friday 7:30 a.m. to 5 p.m. You must reserve your pick up time directly with Rapid City Transportation 24 hours in advance of your trip.
Signing up and logging in
How do I sign up for online services?
- Click "Sign up" on the homepage and select injured or ill people. From the sign up page, you need to:
- Enter an email address
- Select 'Get a verification code'
- Check your inbox and enter the verification code sent to the email address you provided (you can resend the code if needed)
- Choose a password
- Read and agree to the terms of use
- Create your profile
What’s a verification code?
When you sign up for online services, we’ll send a code to your email address. You’ll need to use this code to verify that the email address you gave us is your own.
I didn’t receive an email with my verification code, what do I do?
If you didn’t receive your verification code please check your junk mail folder. You can also click ‘resend code’. Contact us if you’re still having trouble.
Why do I need to verify my account?
We use multi-factor authentication for added security to verify your account. You can choose to have the service remember you for 30 days. After that, you’ll need to repeat the verification process again.
I didn’t get an email, text or phone call to verify my account, what do I do?
Make sure your phone is set to allow unknown numbers and check that the number you entered is correct. If you made an error, you can go back and update the number. Click resend code or call me again. Contact us if you’re still having trouble.
Can I verify my account using a different phone number?
Yes. If you want to use a new number, go to the verify your account page, check the corresponding box and confirm if you want to verify by text message or phone call. For added security, after you verify the new number, you’ll receive another verification code to your registered email which you’ll need to enter in the service to confirm the change.
Can I reset my password?
If you forget your password, you can reset it by clicking ‘forgot password’ on the log in page.
Why can’t I log in to online services?
Our online services use cookies for authenticating your login, gathering statistics through Google Analytics and monitoring for some errors. Make sure you have cookies and third-party cookies enabled in your web browser settings to access our online services.
Reporting your injury, illness or exposure incident
How long will it take to complete my report?
On average, it could take 30 minutes to complete the report from start to finish. You don’t have to complete your report in one sitting, you can save your progress and return to the report later.
What do I do if I don’t know the answer to a question in the report?
Some of the questions in the report are optional. If it’s a mandatory question, provide us with the best response you can and we’ll follow up with you by phone if we need more information for your claim.
Can I update my report after I've submitted it?
No, once your report is submitted you cannot make any changes to it. However, once your claim is registered you can click on the claim number then submit additional documents to your claim file.
I submitted my report, how long will it take to review and register my claim?
It can take up to three business days for us to register a claim. After you submit your report, you can check your report status in the ‘My reports’ table when you log in to online services.
Why can’t I see my draft report anymore?
Draft reports are deleted after 30 days. If your draft report was deleted, you’ll need to start a new report.
How do I get a copy of my report?
After you submit your report, within a few minutes you should be able to download a copy of the report to save or print under ‘Report action’.
I chose to have my claim added to my account, but I don’t see it listed, what should I do?
Your claim will only appear under the ‘My claims’ table after it’s been registered. You’ll receive an email once your claim has been added to your online services account, then you can log in to view your claim information.
What happens if I don’t choose to have my claim added to my account?
If at the end of your report you don’t choose to have your claim added to your account, you’ll have to manually add your claim from the ‘My claims’ page using your claim number and personal identification number you’ll receive in the mail. You can learn more about manually adding a claim in the next section.
Adding a claim
What’s my personal identification number and how do I get it?
Your personal identification number (PIN) helps us verify your claim and protect your information. You should have received your PIN in the mail. If you haven’t received your PIN in the mail or have misplaced it, contact us to request your PIN and we’ll send it to you.
I don’t remember my claim number, how do I add a claim?
You can find your claim number in most correspondence from the WSIB. Contact us if you don’t have your claim number. You’ll need your claim number and a personal identification number (PIN) to add a claim in our online services.
Can I add more than one claim?
Yes, you can add any claim that you have registered with the WSIB. Each claim has a unique personal identification number (PIN) that you would have received by mail. If you do not have your PIN or have misplaced it, contact us to request the PIN for each claim. From the ‘My claims’ page you can select which claim you want to view.
Can I still use online services without a personal identification number?
No. You need your personal identification number (PIN) to add a claim to your profile and view your information. You should have received your PIN by mail, but if you don’t have it or have misplaced it, contact us to request your PIN, which we’ll then send either by secure email or through the mail.
Claim information
I don’t see my benefit payments listed. Why is that?
It can take up to 24 hours for payment information to be updated online. Contact us if you still can’t see your benefit payments after waiting 24 hours.
I don’t agree with my claim decision, what can I do?
Why can’t I see my claim information anymore?
Inactive claims are not visible in online services after 90 days.
Can my employer see my claim information?
Through their online services account, businesses can see high-level information about claims registered with their business. Your employer can view your claim status, benefit payments and health care benefits like treatments and devices. Your employer can’t see personal medical information, documents you submit or any message you send through the service.
Submitting documents
I submitted a document. Why don’t I see it under submitted documents?
You should instantly be able to see all documents you’ve submitted using the service. Try refreshing your page and contact us if you’re still having trouble.
I’ve submitted documents before using the WSIB website. Will these show up in my profile?
No, only documents you’ve submitted while logged into the service will appear under your submitted documents.
Why can’t I submit a loss-of-retirement income benefit forms?
Right now, we don’t allow you to submit certain confidential documents to your claim file. As we continue to expand our online services, we’re looking into incorporating more features and abilities.
Messages
Who will respond to my message?
In most cases, within one business day, a Customer Service Representative will respond to your message. If a response is more complex and will take more time and/or information, a Customer Service Representative will let you know when you can expect someone to be in contact with you and if they’ll be reaching out to you by phone.
How will I know I have an online response?
I sent a message and haven’t received a response. What do I do?
It can take up to one business day to receive a response. Contact us if you still don’t have a response after one full business day.
Why does it take one business day to get a reply?
Customer Service Representatives need time to review your claim information and provide you with an accurate and helpful response. This can sometimes mean reaching out to a colleague to gather information about your claim. Contact us if your question is urgent.
Direct Deposit
Why do I need my personal identification number (PIN) to sign up for direct deposit?
If you reported your injury or illness through your online services account and chose to have your claim added to your account, for added security you’ll need your PIN to use the direct deposit feature. You should have received your personal identification number (PIN) in the mail, but if you haven’t or have misplaced it, have your claim number ready and contact us to request to have your PIN emailed or mailed to you.
Is my banking information secure when using direct deposit?
Yes, our direct deposit feature is secure. We verify your identity and claim through your online services profile and personal identification number and have incorporated multiple layers of authentication to ensure your personal information is safe.
What type of payments are eligible for direct deposit?
When you sign up for direct deposit you will receive your loss-of-earnings benefits payments straight to your bank account. Out-of-pocket expenses (therapy, medications, assistive devices, travel) are paid by cheque.
How long before I start seeing my payments deposited directly into my account?
It can take up to three business days. You can track your payment status under ‘Benefit payments’. Once you’re set up for direct deposit and your payment has been sent, you should see it in your account.
I have more than one claim. Will all my claim payments be deposited directly into my account?
Yes, if you have multiple claims, we use your direct deposit information for all of your claim payments.
My banking information isn’t showing up in direct deposit. What do I do?
Make sure you’ve entered the correct transit number, account number and institution number. If you do not have this information, contact your financial institution and they can provide it to you. Direct deposit is only available for Canadian financial institutions. Contact us if you still can’t add your information.
The service says I’m locked out. What should I do?
If you select the incorrect date of birth (the month and year you were born e.g., January 1989) or enter the incorrect PIN three times, your access to the service will be locked for security. Contact us to have your account unlocked.
If I am currently signed up for direct deposit, can I go back to receiving cheques?
Yes, you can go back to cheque payments. Please contact us to get help with this request.
Tracking your appeal
Why can’t I see the status of my appeal?
If you submitted an appeal readiness form but don’t see your appeal status, it might not be registered yet. If it has been more than 14 calendar days, you can call the person who sent your decision letter or send us a message to get an update. Only appeals registered from January 2019 onward are available in online services.
How long until I receive a decision about my appeal?
You can track the status of your appeal through our online services. You can also see an estimate of how long each step of the process will take.
I have a question about my appeal, what should I do?
You can send us a message through your online services account and select ‘Appeals’ as the subject. Please allow up to two business days for a reply.
What happens if I still don’t agree with the decision about my appeal?
If your appeal was not allowed, you can appeal to the Workplace Safety and Insurance Appeals Tribunal within six months of receiving the decision.