Shine Lawyers Case Tracker

Once your legal team has sent you your username and password.

Depending on what mobile device you use, you can download the Case Tracker iOS app from the Apple app store, or the Android app from the Google Play Store. Simply search for Shine Lawyers Case Tracker or click on the app store icon below.

If you have advised us that you would like to use the Case Tracker, your legal team will have sent you an email with your initial username, which is your email address, and password. You will need to use the initial password to log into the Case Tracker the first time and once in we recommend you change your password to create a personal secure password. See How do I reset or change my password? FAQ below if you need help with how to do this.

Resetting or changing your password on the Case Tracker app If you are not logged into the app, you can click on the “Forgot your password?” link on the login page. If you are logged into the app, access the Profile page, click on Edit Profile and tap the Change password button at the bottom of the screen. You will be emailed a link to reset it. Be sure to check your spam folder.

Simply click the “Forgot your password?” on the Case Tracker login screen and we’ll email you a link to reset it. Be sure to check your email spam folder.

Check your email spam folders. If it isn’t there, make sure you’re entering the email address that you provided to Shine. If that doesn’t work, contact us by emailing casetracker@shine.com.au or calling 1800 319 604.

Your privacy is very important to us. It is likely that someone else has been trying to access your Case Tracker account or someone has sent you an email impersonating Shine to see if you will click on the link and give them your details. Don’t click on the link in the email.

Use the "Forgot your password?" link on the Case Tracker login page to reset your password. When the new password reset email arrives use that link to reset your password. If you need extra help contact us by emailing casetracker@shine.com.au or calling 1800 319 604.

Get in touch with your email provider about your account and if you are concerned about someone potentially accessing your claim information, let us know by emailing casetracker@shine.com.au or calling 1800 319 604 so we can secure your Case Tracker account.

Your privacy is very important to us. Please contact us by emailing casetracker@shine.com.au or calling 1800 319 604.

If your Case Tracker account details have been compromised, you can use the "Forgot your password?" link on the Case Tracker login page to reset your password. This will stop anyone who doesn't have the new password from logging into Case Tracker. If you would like your account suspended completely, please contact us by emailing casetracker@shine.com.au or calling 1800 319 604.

Logging out from the Case Tracker app Open the My Claims page by clicking on the link in the top left-hand corner of the Case Tracker app and tapping Logout at the bottom of the My Claims page.

If you are changing your email address it will change how we send emails to you, however it will not change your Case Tracker UserID (the email address you use to login). If you need to change your UserID see How do I change my Case Tracker UserID FAQ for more information.

Updating your details via the Case Tracker app You can update your contact details via Edit Profile on the Profile page in the app. You will receive an email confirming you made a change. If you did not make the change get in touch with us by emailing casetracker@shine.com.au or calling 1800 319 604. Address changes will be reviewed by your legal team and they may contact you to confirm. You will not be able to delete your contact details, but you will be able to update them.

If you need to change your Case Tracker UserID (the email address you use to log in), speak to your legal team or contact us by emailing casetracker@shine.com.au or calling 1800 319 604.

The terms and conditions for using the Case Tracker are available by clicking the link on the login screen. If you are already logged into the Case Tracker you can log out to see the terms and conditions anytime. You can also access the terms and conditions here.

If you have the Case Tracker app installed, and app notifications are enabled, we will send you alerts about changes to your claim status, appointments that have been scheduled for you, documents shared, messages sent, etc. This feature uses the standard notification functionality on your mobile device.

You can manage Case Tracker app notifications on your mobile device via the settings. How to do this will depend on what mobile device you use. Below are links to the main mobile operating systems (OS) help pages on this subject.

Android iPhone

If the pages above don’t help you with your mobile device, search for how to manage notification settings for your make and model via your favourite internet browser and follow the instructions on your manufacture’s help page.

Regardless of whether you have app notifications enabled or disabled for the Case Tracker app, you will be able to see notifications when inside the Case Tacker app by clicking on the alert icon in the top right-hand corner.

Shine is committed to providing an accessible and inclusive experience for everyone. The Case Tracker app has been designed to use the accessibility features within Apple iOS and Android. You can manage the accessibility features on your mobile device via settings. For further guidance on how to use accessibility settings on your mobile device below are links to the main mobile operating system (OS) help page on this subject. Android iPhone

It is important that you keep us updated on any changes in your life that may impact or relate to your claim, for example, injury updates, work changes, etc. To provide an update speak to your legal team when in the office, or by emailing contact@shine.com.au or calling 1800 316 396.

Yes. There are important key dates when certain things must be done. These are accessible via the claim details on the Case Tracker.

Accessing Claim Details via the Case Tracker app When on the screen which shows the claim tracker wheel, click on the “View claim details” link towards to the top of the screen to see the key information on your claim including estimated resolution and other key dates.

If there is an appointment scheduled for you and you can no longer attend, it is important that you contact your legal team as soon as possible. Many appointments need to be scheduled months in advance which means missing them may cause delays in your claim. You can use the Contact us page on the Case Tracker app to request a call back or give your legal team a call.

New public liability, motor vehicle accident and workers' compensation claims in Queensland from the 19/12/2022 will be visible in the Case Tracker.

Your claim status is accessible at any time via the Case Tracker My claims details screen. We will also send you emails or notification as your claim progresses.

Your legal team can answer any additional questions you have about your claim status. You can speak to them when in the office or give them a call.

You can upload supporting document or photos related to your claim and records of your expenses anytime via the Case Tracker.

Uploading documents via the Case Tracker app Click on the orange “+” on the Docs page in the app to upload documents and any records of your expenses. You can upload files from your cloud file storage, your computer or use your mobile device camera to take photos of the documents or receipts. You will need to give permission for the app to access your files before being able to upload.

If you need to delete a document you uploaded because you accidentally uploaded the wrong file and it is not relevant to your claim, don’t worry we can take care of that for you.

Requesting a document deletion via the Case Tracker app You can request the document deletion from the Doc page by swiping left and selecting “Request delete”. Your legal team will remove the document after your request has been reviewed.

There could be several causes for this including:

• the size of the files (maximum file size is 20mb),

• the file type is not one we currently accept – allowed file types are Word document (without macros), Excel spreadsheets (without macros), images (such as photos from your camera, jpg, jpeg, png, etc.) and PDF files, or

• it could be blocked by virus protection software

If you continue to have problems, contact us by emailing casetracker@shine.com.au or calling 1800 319 604.

At Shine we care about how you feel throughout the claim process. We will ask for your feedback during your claim and you can also leave us an update on how you are feeling and any comments for us at any time. We’d love to hear if there’s anything we can do to make things easier for you.

Giving feedback via the Case Tracker app Access the Contact us page in the app, scroll to the bottom of the page and click on the Leave us feedback link.