6 January 2020 posted by Recovery Partners

On the 26th of April 2017, icare Group Executive of Workers Insurance John Nagle has announced significant changes to the way service delivery is rolled out to injured workers and businesses across NSW.  This change follows the conclusion of a lengthy selection process for claims service partners beyond this year.

EML, GIO and Allianz have been selected by icare to deliver claims services in the NSW Workers Compensation Scheme past 2017. This is subsequent to CGU’s decision earlier in the year to have withdrawn their application from the selection process. It is now confirmed that QBE will not continue as an icare endorsed NSW Workers Compensation service provider beyond 2017.

Mr Nagle emphasised that “at icare we put our customers at the centre of all that we do and we are enthusiastic about the next stage of our customer service enhancements”. He continued to say that “both injured workers and NSW employers can expect to have a simplified, empathetic and consistent experience with our main claims partners moving forward.”

The new claims model is transitioning into a process that advocates “empowerment and choice for employers and injured workers”. Irrespective of the simplicity or complexity of the claim, the new model emphasises supporting the needs of the customer throughout their recovery and return to work.

Having commenced in March, all new and renewing workers insurance policies are being transferred to icare. Furthermore, Mr Nagle confirms that more than 80% of policies are being bought online, demonstrating that the new service is already delivering to customer’s needs.

 “It also comes at a time when icare is ramping up its innovation agenda, following the appointment of a new Group Executive for Innovation, and the enhancement and expansion of our care services through the Workers Care program for critically injured workers.”

Mr Nagle is confident that EML, GIO and Allianz have “strong experience, expertise and qualifications in delivering customer-centric workers insurance services and outcomes for injured workers and employers”.

The new partners have a notable alignment with icare’s values and goals making them best equipped to manage the transition and continue to enhance the claims experience into the future. Ultimately, icare is looking to be at the forefront of sustainable and sophisticated service delivery in the industry. 

Mr Nagle mentioned there will be some change for some of their customers given the transition to the remaining partners over 2017. With assurance, Mr Nagle advises these customers will be fully kept up-to-date to ensure “minimal impact for employers and injured workers”.

Both CGU and QBE have been recognised by Mr Nagle for their longstanding commitment and venerable support to the NSW Workers compensation scheme. They will both conclude their roles as an icare scheme agent as of the 31st of December 2017.Source: https://www.icare.nsw.gov.au/about-icare/newsroom/icare-customer-improvements-move-next-stage

75 of 259

Disclaimer – these articles are provided to supply general safety information to people responsible for OHS in their organisation. They are general in nature and do not substitute for legal and/or professional advice. We always suggest that organisations obtain information specific to their needs. Additional information can be found at www.workcover.nsw.au