Amazon DLS, ERC, Sedgwick, HR, and AMCARE — who handles what
Find the right team for leave paperwork, an absence, a work injury, or an attendance correction. Start with your current A to Z case or site instructions; the right contact can depend on the case you already have.
Published by Certicare — an independent paid service, not affiliated with Amazon. Amazon makes the final decision on leave requests.
$49 flat — refunded if the form can't be completed
Usually within 24 hours after we have everything needed
Who do I even call?
For leave, disability, or accommodations, check your DLS case in A to Z. For an injury at work, report it through your site's injury process; use Sedgwick if your claim notice names Sedgwick. For pay, benefits, or an absence, use the current HR support or reporting route in A to Z. Site HR can help with local attendance issues, including UPT deductions after a leave decision. On-site AMCARE or wellness centers provide basic first aid.
Tap your situation to see where to start and which case to check.
Who handles what
DLSDisability and Leave Services
HandlesLeave, disability, and accommodation cases, including medical forms and requests for more information.
How to reach itOpen or review your leave case in A to Z and use the contact route in the latest DLS message. Check the case for its exact document deadline.
Not forPay corrections or an injury claim itself. A work injury may also create a separate leave or accommodation case.
Certicare fits here: a state-licensed provider completes the DLS form after a real evaluation. $49 flat, refunded if it can't be completed.
ERCEmployee Resource Center
HandlesGeneral HR and benefits questions, pay questions, and the absence-reporting route shown in A to Z.
How to reach itUse the current HR support contact shown in A to Z. Follow your site's absence-reporting instructions as well.
Not forApproving medical leave or completing the medical paperwork requested in your DLS case.
HRYour site HR team
HandlesSite-specific questions, attendance and UPT discrepancies, and help finding the correct local reporting route.
How to reach itAsk your site's HR team or use the site-specific contact shown in A to Z. Save the case ID and screenshots when asking about an attendance correction.
Not forMaking the DLS leave decision or deciding a workers' compensation claim.
SedgwickWorkers' comp claims administrator
HandlesA claim if your workers' compensation notice names Sedgwick as its administrator; Sedgwick can also administer other kinds of claims for employers.
How to reach itUse the claim number and contact in your own claim notice. If you have no claim notice, ask your site how to report the injury and open a claim.
Not forA substitute for reporting the injury to your site or following a separate DLS leave deadline.
AMCAREAmazon Wellness Center (formerly AMCARE)
HandlesBasic first aid on site — cuts, scrapes, and everyday aches.
How to reach itWalk in at the on-site AMCARE station during your shift.
Not forDiagnosing conditions, leave paperwork, or workers' comp claims.
DLS or Sedgwick — who handles my leave?
DLS is the place to check an Amazon leave, disability, or accommodation case. For an injury that happened at work, report it through your site's injury process and use the claims administrator identified in your own claim notice. If that notice names Sedgwick, contact Sedgwick about the injury claim.
You may need both paths: an injury claim for the event and a separate leave or accommodation case for missed work or restrictions. Follow each written request and deadline. If your leave case directs you to Sedgwick, use the contact in that message rather than assuming a universal routing rule.
ERC vs DLS — what's the difference?
Use the current HR support or absence-reporting route in A to Z for a pay question, benefits question, or callout. Reporting an absence and opening a medical leave case are separate steps. Follow the site's attendance instructions while DLS reviews the leave.
Use the contact in your DLS case for medical documentation, a request for more information, or the case decision. To check whether paperwork arrived, have the case ID, upload confirmation, and deadline ready. If approved dates have not been reflected in UPT or attendance, bring the decision and time entries to HR support or site HR.
Find the current phone number and hours in A to Z or your latest case message. Contact details and menus can change, so this page does not assign a fixed phone option.
Use the number and hours in your current A to Z case, recent DLS message, or site instructions. Keep the case number handy and confirm where documents should go.
Who do I call for a work injury?
For an urgent injury, seek appropriate medical care first. Report a workplace injury through your site's process and ask how to open or follow a claim. An on-site wellness center (formerly AMCARE) may provide basic first aid, but it does not replace evaluation for a more serious problem.
If a claim notice names Sedgwick, use its claim number and contact for the injury claim. If the injury also causes missed work or restrictions, ask about a separate DLS leave or accommodation case and follow both sets of deadlines.
Where Certicare fits
Certicare can help with the medical documentation for a DLS leave or accommodation request after an independent clinical evaluation. Clinical support and any follow-up depend on the evaluation. Certicare does not decide an Amazon leave case or administer an injury claim.
The $49 service covers the same condition, date range, and underlying request, including reasonably required forms and corrections as described in the current terms. The patient normally submits the completed paperwork to DLS; direct transmission requires separate authorization. Amazon makes the final leave or accommodation decision.
$49 flat — refunded if the form can't be completed
The $49 service covers reasonably required forms, clarifications, and corrections for the same condition, date range, and underlying request. A genuinely new episode, extension, condition, or materially different request may need a new evaluation and fee. A return-to-work form can be included when the prior paid leave covered the entire absence for the same patient and condition. See the current terms.
Certicare is not affiliated with Amazon. Amazon makes the final decision on leave and accommodation requests. This page is general information about the leave process, not legal advice.
Do I call HR or DLS?
For a leave, disability, or accommodation, use your DLS case for documents and the decision. Site HR can help with a building-specific issue, the current reporting route, or attendance and UPT that have not been corrected after a leave decision; bring your case number, written decision, and affected dates.
DLS keeps saying "insufficient documentation" — who do I contact?
Read the exact request for information in your DLS case and its deadline. Ask what field, date, or supporting document is missing; save the message and send it to the clinician who completed the paperwork. If you need a clinician to review the requested form, see Certicare’s DLS paperwork service. A new evaluation may be needed.
What does AMCARE actually do?
AMCARE (now the Amazon Wellness Center) is the on-site station for basic first aid like cuts, scrapes, and everyday aches. Per Amazon's own materials, it doesn't diagnose or treat complex conditions and doesn't handle leave or workers' comp paperwork.
I got hurt but it's minor — where do I go?
An on-site wellness center (formerly AMCARE) can provide basic first aid. Report a workplace injury through your site's process, even if you first receive first aid. If further care, missed work, or restrictions are involved, ask how the injury claim and any separate leave request should be opened; use Sedgwick only if your claim notice directs you there.
I reported my absence to ERC. Am I done?
An absence report does not by itself open or approve a DLS leave case. Follow your site's callout instructions, open or update the leave case in A to Z when appropriate, and save both confirmations. If approved dates still show a UPT deduction, bring the decision and affected entries to HR support or site HR.
Founded by a nurse practitioner who cares about workers
Certicare was founded by Rebecca Martel, APRN, FNP-BC, a family nurse practitioner board certified in family health and licensed in New York State. She started Certicare out of a commitment to workers' rights and a belief that getting the medical documentation you need shouldn't be complicated.
Licensed in New York StateBoard Certified in Family Health
Reviewed July 16, 2026 · Rebecca Martel, APRN, FNP-BC
HIPAA-compliant
Secure online intake. Your information is reviewed by Certicare and is not sent to Amazon without your authorization.
For a DLS form, start an intake for an independent clinical review. A clinician will determine what documentation can be supported and whether follow-up is needed.
Certicare is not affiliated with Amazon. Amazon makes the final decision on leave and accommodation requests. This page is general information about the leave process, not legal advice. Policy details verified as of August 2026.
$49 flat — refunded if the form can't be completed
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