Transfer of employer policies and claims to a new Claims Service Provider

If your Average Performance Premium (APP) or Group Average Performance Premium (GAPP) is less than $100,000, icare will assign a CSP to manage your policy and any claims.

If your policy is transferring to a new CSP, we’ll let you know before the transfer takes place.

Your new CSP will start managing any new claims from the date your policy is transferred.

We're working with DXC to make this transition as smooth as possible and expect policies to be transferred by December 2025. We'll contact you ahead of time to let you know when your transfer will take place.

There’s nothing you need to do. Open and closed claims currently being managed by DXC will be transferred to your new CSP. icare will notify workers, the employer, their broker and any other key people related to the claim. 

There’s nothing you need to do. Until the policy transfers new claims will be lodged with DXC and will continue to be managed by DXC until transferred to your new CSP. icare will notify workers, the employer, brokers and any other key people related to the claim prior to the claims being transferred.

Grouped employers will keep a common CSP and will not have their new claims split across multiple providers.

Claims will be transferred within 2 – 6 months after the transfer of your policy.

The change will not impact how icare calculates your policy premium. However, for experience rated employers, claims cost will continue to be included in the calculation

Contact icare on 13 44 22, or via Live Chat.

The policy primary contact and brokers will be informed before the scheduled claims transfer date. This ensures continuity of care for injured workers during their recovery and return to work and allows appropriate time for claims to be handed over to your new Claims Service Provider. You can expect your claims to transfer 2 – 4 months after your policy transfers.

Claims won’t be transferred earlier than the scheduled transfer date. All employers with policies transferring to a new Claim Service Provider will have their claims transferred within 2 - 4 months after your policy transfers. This is to ensure minimal disruption to injured workers in the early phases of their treatment and recovery.

Only claims on icare’s claims management platform will be included in the transfer. To maintain support for people with serious injuries, icare will not typically transfer open and closed claims from the following portfolios:

• Fatality
• Workers with highest needs
• Lifetime Care and Workers Care claims

These will be reviewed on a case-by-case basis before a transfer.

Yes, on the date that a claim transfers, all the relevant data and history relating to the claim will be transferred to the new Claims Service Provider.

You should continue to contact the current Case Manager up until the transfer date.

Once the claim has transferred, you should contact the new Case Manager from your new Claims Service Provider to discuss the claim. You will be informed of the new Case Manager contact details within five days after the transfer.

No, there will be no direct impact to your policy or premium as a result of claim transfer.

If you are unhappy with your experience, please follow these steps:

1. Discuss your concerns with your Claims Service Provider
2. If unresolved, call icare on 13 77 22 or email wiclaimsenquiries@icare.nsw.gov.au. 

Yes. icare’s claims management platform transfers all claim history and information. Your new Claims Service Provider will have access to all claims information immediately after the transfer.

Yes, in some cases where needed. icare and Claims Service Providers have worked together to develop a detailed handover and file transfer process.

From the date of transfer, a claim will have:

1. a new case manager
2. the contact email address and phone number for your Claims Service Provider will change

You should receive a letter with the case manager contact details within five days after the transfer which will have your new Claims Service Provider’s logo. 

• Claim numbers: the claim numbers of all open and closed claims will not change. You will continue to see the relevant claim number in the subject line of emails and all other correspondence.
• Payments: if you are paying injured worker(s) directly, please:
  1. continue these payments during the transfer process.
  2. once the transfer is complete, submit these records to the Claims Service Provider currently managing the claim for reimbursement. 
  3. after the transfer, your new Claims Service Provider will pay any wages that need to be reimbursed to you.
• Medical treatment: any medical treatments injured workers have been receiving will continue during the transfer process.
• Reporting: if you currently receive Cost of Claims reports from icare, they will continue to be emailed to you. After the transfer, the managing entity field in the Cost of Claims report for claims transferred will automatically update to your new Claim Service Provider.

Any approved payments and medical treatment that your injured workers have been receiving will continue.

Please speak with your current Claims Service Provider about any claims that reopen in the weeks ahead of the transfer date. These claims will be transferred as open claims and the case manager will inform the injured worker and other active stakeholders of the transfer before the transfer date.

It’s important to start using the contact details for the new Claims Service Provider from the date of transfer. If your injured worker or another party sends mail to the wrong organisation, icare has systems and processes in place to make sure it reaches the correct claims team.

You should continue to contact the current case manager up until the transfer date. Once the claim has transferred, contact the case manager assigned by your new Claims Service Provider to discuss the claim.

The case manager with the current Claims Service Provider will inform all injured workers with an open claim that their claim is transferring.

The current Claims Service Provider will endeavour to pay all wage reimbursements received prior to the transfer date. Where payment cannot be made prior to the transfer, the new Claims Service Provider will manage any outstanding wage reimbursements.

Yes, their claim remains under the same policy even after the injured worker is no longer employed with the policyholder. This means the claim will transfer to your new Claim Service Provider.