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Case managers occupy a key role in co-ordinating the response of insurers to their clients. In some ways they act as the conductor of an orchestra, bringing in specialised players at just the right time. On many occasions, psychological services are a vital part of a well orchestrated response by case managers.

While physical factors are often key components of an insurance claim, their effects are often amplified by associated psychological factors. To ensure an efficient rehabilitation it is important to identify and quantify these psychological factors. This is best performed by someone with specific training and experience in psychology either over the phone or face to face, depending on individual circumstances.