icare Workers Insurance claims performance data

Latest figures to 30 April 2021 published June 2021.

We're committed to regularly publishing a range of data in relation to workers compensation in NSW to provide accountability and transparency into the performance of the management of claims in the scheme.

Helping workers return to work as soon as possible after an injury is extremely important, medically, socially and financially. As such, one of our key priorities is focussing on improving return to work (RTW) rates for those injured at work.

There are a number of ways we have been working to enhance our claims management processes to improve return to work rates. This includes: 

  • increasing the proportion of claims allocated to a dedicated case manager when a claim is lodged,
  • empowering claims service providers to allow for greater use of Independent Medical Examiners,
  • expanding advisory services from icare's Medical Support Panel's to better support case managers.

You can read further information on these and other improvements at icare.

You can find a description of the terms used in the graphs below in our glossary.

Next quarter we will publish key metrics and comparative performance data across our Claims Service Providers.

Overall return to work

Return to work (work status code measure) 83.7% at 26-weeks

The 26-week return to work rate based on work status codes was 83.7 per cent in April 2021 and has been steady over the previous 12-month period.

Work status codes are used by insurers to record the current work status of a worker—this primarily relates to whether a worker is 'working' or 'not working'.

The return to work (RTW) rate differs greatly based on the time period the rate is measured, and for the first time we are publishing the return to work rate at 4 weeks, 13 weeks, 52 weeks and 104 weeks after the date of injury. Return to work rates at the early 4-week period are more volatile, while the RTW rate at the 26-week period is more stable and indicative of a worker’s recovery from injury and effective claims management. The monthly 52-week return to work rate from December 2020 to April 2021 has been above 87 per cent, the highest rate since September 2019.


This graph shows the percentage of all claims where the injured employer returned to work at or before 26 weeks based on work status code. Contact icare for details.

Graph shows from 1 May 2019 – 30 April 2021. Note: Return to work (work status code measure) data is a 12-month rolling average based on work status codes and is consistent with the measure reported by the State Insurance Regulatory Authority (SIRA). RTW results are based on data from icare and its claims service providers. Any underlying data issues will affect reporting. Improving data quality is a priority for icare. We welcome any feedback on our approach.

View raw data

Months Return to work at 4 weeks  Return to work at 13 weeks Return to work at 26 weeks  Return to work at 52 weeks  Return to work at 104 weeks
July 2018 67.83% 82.39% 88.76% 91.02% 91.75%
August 2018 66.66%  81.52%  88.17% 91.07%  91.71%
September 2018 65.91% 80.79% 87.59% 91.03%  91.71%
October 2018 64.82% 80.12% 87.17% 91.08%
91.79%
November 2018 63.43% 79.44% 86.63% 91.05% 91.74%
December 2018 61.66% 78.62% 86.10% 91.04% 91.73%
January 2019 60.57% 77.46% 85.51% 90.70% 91.69%
February 2019 60.30% 76.16% 84.93% 90.35% 91.63%
March 2019 60.89% 74.96% 84.17% 89.89% 91.57%
April 2019 61.60% 74.79% 83.31% 89.52% 91.50%
May 2019 62.16% 75.16% 82.11% 89.00% 91.53%
June 2019 62.70% 75.66% 81.17% 88.51% 91.57%
July 2019 63.20% 75.99% 80.84% 88.03% 91.58%
August 2019 63.71% 76.36% 80.96% 87.42% 91.53%
September 2019 64.15%
76.56% 81.35% 86.74% 91.50%
October 2019 64.88% 76.85% 81.50% 85.86% 91.50%
November 2019 65.70% 77.20% 81.84% 84.92% 91.56%
December 2019 66.66% 77.63% 82.03% 84.10% 91.57%
January 2020 67.14% 78.35% 82.37% 83.70% 91.26%
February 2020 67.82% 78.99% 82.66% 83.90% 90.87% 
March 2020 68.06% 79.57% 83.16% 84.23% 90.44%
April 2020 67.79%  79.94% 83.65%  84.35% 90.13%
May 2020 67.74% 80.00% 84.12%  84.58% 89.62%
June 2020 67.81% 79.80% 84.52%  84.81% 89.12%
July 2020 67.94% 79.70% 84.80%  84.99% 88.55%
August 2020 67.85% 79.73% 84.82% 85.22% 88.08%
September 2020 67.48% 79.89% 84.63% 85.66% 87.39%
October 2020 67.01% 79.78% 84.54% 86.16%  86.69%
November 2020 66.47% 79.57% 84.40% 86.63% 85.79%
December 2020 65.91% 79.23% 84.52% 87.01% 85.01% 
January 2021 65.44% 78.95% 84.40% 87.34%   84.66%
February 2021 64.94% 78.58% 84.27% 87.30%  84.97%
March 2021 64.21% 78.22% 83.88% 87.15%  85.34%
 April 2021 63.66%  77.99% 83.74% 87.05% 85.44%

Active claims

Active claims 47,742 for April 2021

The number of active claims stood at 47,742 for April 2021, falling slightly from a six-monthly high of 50,220 in March. 


This graph shows the number of active claims per month. Contact icare for details.

Graph shows from 1 May 2019 – 30 April 2021

View raw data

Months Active claims
July 2018 42,133
August 2018 42,826
September 2018 41,280
October 2018 41,050
November 2018 42,529
December 2018 40,865
January 2019 39,939
February 2019 38,700
March 2019 39,485
April 2019 39,437
May 2019 43,694
June 2019 42,383
July 2019 46,754
August 2019 45,106
September 2019 45,111
October 2019 48,034
November 2019 47,052
December 2019 46,334
January 2020 43,815
February 2020 45,389
March 2020 44,878
April 2020 44,090
May 2020 43,017
June 2020 44,896
July 2020 46,567
August 2020 46,317
September 2020 51,144
October 2020 48,211
November 2020 47,701
December 2020 48,981
January 2021 44,905
February 2021 49,064
March 2021 50,220
 April 2021 47,742

Claim payments

Claim payments $219 million for April 2021

Total claim payments for workers insurance in April 2021 were $219 million, the highest monthly figure over the previous six months.

This includes $97 million in weekly claim payments, and $57 million in medical claim payments. Medical payments were lower in April compared to the previous month driven partly by a drop in homecare aids and services.



Graph shows from 1 May 2019 – 30 April 2021.

View raw data

Months Weekly claim payments Medical claim payments Total claim payments
July 2018 $63,700,000 $68,700,000 $199,800,000
August 2018 $74,100,000 $72,800,000 $207,100,000
September 2018 $65,200,000 $60,100,000 $182,400,000
October 2018 $64,800,000 $56,900,000 $179,600,000
November 2018 $68,700,000 $56,700,000 $194,100,000
December 2018 $71,300,000 $55,100,000 $181,400,000
January 2019 $69,600,000 $45,100,000 $173,200,000
February 2019 $64,400,000 $48,600,000 $150,100,000
March 2019 $68,200,000 $57,800,000 $174,400,000
April 2019 $70,200,000 $56,600,000 $175,900,000
May 2019 $77,000,000 $61,000,000 $195,200,000
June 2019 $70,600,000 $52,900,000 $173,700,000
July 2019 $83,700,000 $76,900,000 $221,100,000
August 2019 $77,400,000 $66,000,000 $196,900,000
September 2019 $79,100,000 $61,700,000 $198,900,000
October 2019 $92,600,000 $66,100,000 $224,000,000
November 2019 $80,800,000 $64,000,000 $213,200,000
December 2019 $94,700,000 $62,100,000 $222,000,000
January 2020 $82,800,000 $50,100,000 $182,800,000
February 2020 $79,400,000 $59,600,000 $191,200,000
March 2020 $89,000,000 $54,200,000 $201,600,000
April 2020 $91,300,000  $58,500,000 $211,400,000
May 2020 $90,000,000 $49,400,000 $193,500,000
June 2020 $94,800,000 $56,900,000 $218,300,000
July 2020 $100,500,000 $63,200,000 $234,700,000
August 2020 $92,500,000 $61,700,000 $215,700,000
September 2020 $98,400,000 $72,200,000 $241,700,000
October 2020 $95,600,000 $64,200,000
$234,500,000
November 2020 $94,300,000 $62,800,000 $219,000,000
December 2020 $107,400,000 $67,500,000 $250,900,000
January 2021 $89,600,000 $47,000,000 $188,100,000
February 2021 $90,700,000 $55,700,000 $212,400,000
March 2021 $110,700,000 $70,600,000 $260,300,000
April 2021  $97,000,000  $57,000,000  $219,200,000 

Net promotor score

Net promotor score +17 for Workers Insurance

Net Promoter Score (NPS) for Workers Insurance was +17 in April 2021.

The NPS for employers was +12, while the NPS for injured workers was +20.

The calculation method for the NPS scores has been refined in 2021, with the Workers Insurance and injured worker NPS scores adjusted for consistency with the employer NPS score.

This adjustment has seen a lowering in the historical Workers Insurance and injured worker NPS scores, however trends remain the same.


Graph shows 24 months from 1 May 2019 – 30 April 2021.

View raw data

 

Months WI NPS (Overall *) Employer NPS (Direct) Injured Worker NPS (Overall*)
July 2018 -9 -17 -2
August 2018 -7 -19 2
September 2018 -5 -23 6
October 2018 -4 -24 5
November 2018 -3 -28 5
December 2018 -1 -27 6
January 2019 -3 -25 4
February 2019 1 -22 7
March 2019 0 -24 7
April 2019 -8 -30 1
May 2019 -19 -32 -5
June 2019 -17 -29 -3
July 2019 -15 -26 0
August 2019 -9 -20 3
September 2019 -7 -17 4
October 2019 -2 -12 7
November 2019 0 -10 9
December 2019 2 -6 10
January 2020 4 -2 8
February 2020 2 -9* 6
March 2020 6 -7* 10
April 2020 9 -4 13
May 2020 13 3 18
June 2020 16 8 23
July 2020 16 7 22
August 2020 15 8 20
September 2020 13 6 17
October 2020 11 6 14
November 2020  11 7 14
December 2020  12 10 13
January 2021  13 11 15
February 2021  14 10 16
March 2021 16 10 20
 April 2021 17 12 20

*Due to a data sampling error in February 2020, this score has been weighted to create a normalised score.

Glossary 

Active claims
Claims that have had a payment or recovery activity in a particular month.
Claims payments
Gross expenses for claims payments—includes the two most costly expenses: weekly payments and medical expenses.
Weekly payments
The weekly payment amount is based either on weekly earnings or a maximum weekly compensation amount. 
Net Promoter Score
The Net Promoter score (NPS) is a metric that measures a customer's experience with us. It helps us and our business partners to understand and be accountable for how we engage with our customers, the workers and employers of NSW.
Tagged in: