icare Workers Insurance performance data

Latest figures to 30 November 2022 published March 2023.

Number of active claims in November 2022

53,810

Decisions that accept full liability made within 7 days

99.6%

Workers returning to work by 26 weeks

85.1%

Customer Satisfaction Score (CSAT)

68%

COVID-19 claims dashboard

Claims data on COVID-19-related notifications for the Nominal Insurer (NI) and Treasury Managed Fund (TMF)

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Policy dashboard

Data in relation to workers compensation policies under the Nominal Insurer (NI)

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Access tools and resources in our industry hub

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 focusing on improving return to work (RTW) rates for those injured at work.

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

Active claims

Active claims 53,810 for November 2022

The number of active claims stood at 53,810 for November 2022, and this number has remained relatively steady over the past 12 months.

View raw data

Months Active claims
November 2022 53,810
October 2022 51,366
September 2022 51,520
August 2022 52,703
July 2022 50,437
June 2022 52,343
May 2022 49,457
April 2022 48,078
March 2022 51,673
February 2022 47,893
January 2022 48,389
December 2021 48,998
November 2021 50,133
October 2021 48,563
September 2021  49,916
August 2021 49,364
July 2021 49,815
June 2021 49,060
May 2021 48,499
April 2021 47,953
March 2021 50,252
February 2021 49,066
January 2021 44,910
December 2020 48,972
November 2020 47,698
October 2020 48,206
September 2020 51,142
August 2020 46,314
July 2020 46,571
June 2020 44,893
May 2020 43,015
April 2020 44,089
March 2020 44,878

Liability decisions

Initial liability decisions that accept full liability

Initial liability decisions that accept full liability 99.6% made within 7 days

In November 2022, the number of initial liability decisions made within the required seven days that accepted full liability and commence payments stood at 99.6 per cent. The average time taken for initial liability decisions that accept full liability was 6.3 days.


 

Liability decisions that do not initially accept full liability

Liability decisions that do not initially accept full liability 99.5% made within 7 days

In November 2022, the number of liability decisions made within the required seven days that do not initially accept full liability stood at 99.5 per cent.

With such claims a decision can be made to either start provisional liability (PL) payments or notify parties of a 'reasonable excuse' (RE) in which additional information is required to make a liability decision.


View raw data

Initial liability decisions that accept full liability

Months Liability decisions that accept full liability (within 7 days) Average days to initial liability decision
November 2022 99.6% 6.3
October 2022 99.2% 6.2
September 2022 99.4% 6.3
August 2022 99.4% 6.2
July 2022 98.9% 6.4
June 2022  99.4% 6.2 
May 2022 99.1% 6.3
April 2022 99.3% 6.1
March 2022 99.6% 6.4
February 2022 99.0% 6.3
January 2022 99.2% 6.1
December 2021 99.9% 6.0
November 2021 98.5% 6.3
October 2021 98.3% 6.3
September 2021 98.5% 6.4
August 2021 99.9% 6.1
July 2021 99.0% 6.3
June 2021 99.0% 6.1
May 2021 98.5% 6.3
April 2021 99.1% 6.0
March 2021 98.5% 6.3
February 2021 95.3% 6.4
January 2021 95.9% 6.4
December 2020 95.7% 5.6
November 2020 98.6% 5.5
October 2020 97.9% 5.9

Liability decisions that do not initially accept full liability

Months Liability decisions that do not initially accept full liability (within 7 days) Average days to initial liability decision
November 2022 99.5% 4.6
October 2022 99.3% 4.5
September 2022 99.0% 4.8
August 2022 99.3% 4.7
July 2022 98.9% 4.8
June 2022 99.0% 4.7
May 2022 99.0% 4.8
April 2022 99.2% 4.4
March 2022 99.3% 4.7
February 2022 97.5% 4.9
January 2022 98.6% 4.5
December 2021 99.0% 4.6
November 2021 98.7% 4.8
October 2021 99.1% 4.8
September 2021 98.7% 4.8

Initial weekly payments

Initial weekly payments 95.4% within 7 days

In August 2022, 95.4 % per cent of initial weekly payments were paid within the required seven calendar days of the claim being reported.


View raw data

Months Initial weekly payment (within 7 days)
November 2022 95.4%
October 2022 94.9%
September 2022 94.4%
August 2022 94.9%
July 2022 95.2%
June 2022 94.4%
May 2022 90.4%
April 2022 94.4%
March 2022 94.1%
February 2022 93.0%
January 2022 93.1%
December 2021 93.1%
November 2021 92.1%
October 2021 94.5%
September 2021 93.0%

Claim payments

Claim payments $271.5 million for November 2022

Total claim payments for workers insurance in November 2022 were $271.5 million. This includes $116.8 million in weekly claim payments, and $70.0 million in medical claim payments.



View raw data

Months Weekly claim payments Medical claim payments Total claim payments
November 2022 $116,800,000 $70,000,000 $271,500.00
October 2022 $105,500,000 $62,400,000 $252,800.00
September 2022 $114,100,000 $61,500,000 $247,300.00
August 2022 $117,400,000 $71,600,000 $271,600.00 
 July 2022 $110,200,000 $67,200,000 $247,900,000
June 2022  $113,300,000 $70,200,000 $267,600,000
May 2022 $114,200,000 $63,000,000 $260,000,000
April 2022 $105,500,000 $56,000,000 $228,300,000
March 2022 $117,900,000 $74,100,000 $274,000,000
February 2022 $101,900,000 $55,100,000 $222,100,000
January 2022 $99,200,000 $64,600,000 $222,900,000
December 2021 $121,500,000 $61,300,000 $245,100,000
November 2021 $113,300,000 $66,200,000 $243,800,000
October 2021 $106,200,000 $61,600,000 $234,200,000
September 2021 $116,800,000 $70,200,000 $273,000,000
August 2021 $113,800,000  $70,400,000  $260,000,000 
July 2021 $118,600,000  $63,700,000  $257,500,000 
June 2021 $114,700,000  $66,700,000  $263,600,000
May 2021 $108,500,000  $64,900,000  $249,900,000 
April 2021 $105,900,000  $65,200,000  $239,400,000 
March 2021 $120,700,000 $75,600,000 $278,800,000
February 2021 $98,800,000 $58,700,000 $226,100,000
January 2021 $97,600,000 $49,400,000 $200,600,000
December 2020 $117,000,000 $71,000,000 $267,200,000
November 2020 $102,800,000 $66,000,000 $233,200,000
October 2020 $104,200,000 $67,400,000 $249,600,000
September 2020 $107,200,000 $75,900,000 $257,300,000
August 2020 $100,800,000 $64,900,000 $229,800,000
July 2020 $109,600,000 $66,500,000 $250,200,000
June 2020 $103,300,000 $59,800,000 $232,400,000
May 2020 $98,100,000 $51,900,000 $206,300,000
April 2020 $99,500,000  $61,400,000 $225,200,000
March 2020 $97,000,000 $57,000,000 $214,800,000

Return to work

Return to work 85.1% at 26 weeks

The 26-week return-to-work (RTW) rate based on work status codes was 85.1 per cent in November 2022, and has remained steady over the past 24 months.

The RTW rate differs greatly based on the time period the rate is measured. RTW rates at the early four-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.

Note: RTW (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
November 2022 66.5% 80.8% 85.1% 86.8% 88.5%
October 2022 66.8% 80.7% 84.7% 86.8% 88.6%
September 2022 67.0% 80.5% 84.5% 86.7% 88.7%
August 2022 66.9% 80.0% 84.2% 86.6% 88.8%
July 2022 66.4% 79.5% 84.0% 86.6% 88.8%
June 2022 66.0% 79.2% 83.7% 86.6% 88.7%
May 2022 65.4% 79.1% 83.7% 86.8% 88.6%
April 2022 65.2% 78.8% 83.8% 86.9% 88.6%
March 2022 65.0% 78.4% 83.8% 86.8% 88.6%
February 2022 64.7% 78.4% 83.6% 86.8% 88.7%
January 2022 64.2% 78.4% 83.6% 86.8% 88.7%
December 2021 64.2% 78.4% 83.7% 86.9% 88.4%
November 2021 64.3% 78.3% 84.1% 87.1% 87.5%
October 2021 64.2% 78.2% 84.0% 87.0% 87.4%
September 2021 64.2% 78.4% 84.1% 87.2% 87.1%
August 2021 64.4% 78.8% 84.1% 87.4% 86.6%
July 2021 64.6% 79.1% 84.2% 87.4% 86.3%
June 2021 65.1% 79.1% 84.2% 87.4% 86.0%
May 2021 65.4% 78.9% 84.2% 87.3% 85.8%
April 2021 65.5% 78.9% 84.3% 87.3% 85.5%
March 2021 65.3% 78.9% 84.4% 87.4% 85.4%
February 2021 65.7% 79.1% 84.6% 87.5% 85.0%
January 2021 66.1% 79.4% 84.7% 87.5% 84.7%
December 2020 66.4% 79.6% 84.7% 87.1% 85.1%
November 2020 66.8% 79.8% 84.6% 86.% 85.8%
October 2020 67.3% 80.0% 84.8% 86.3% 86.7%
September 2020 67.7% 80.0% 84.8% 85.8% 87.4%
August 2020 68.0% 79.8% 85.0% 85.3% 88.1%
July 2020 68.0% 79.8% 84.9% 85.1% 88.6%
June 2020 67.9% 79.9% 84.6% 84.9% 89.2%
May 2020 67.8% 80.1% 84.2% 84.7% 89.6%
April 2020 67.8% 80.0% 83.8% 84.4% 90.2%
March 2020 68.1% 79.6% 83.3% 84.3% 90.5%
February 2020 67.9% 79.0% 82.8% 83.9% 90.9%
January 2020 67.2% 78.4% 82.4% 83.7% 91.3%

Customer Satisfaction Score (CSAT)

Customer Satisfaction Score 68% for Workers Insurance claims

The Customer Satisfaction Score (CSAT) for Workers Insurance claims was 68 per cent in November 2022. The CSAT for employers was 66 per cent, while the CSAT for injured workers was 70 per cent.

The CSAT is a globally-recognised metric used by organisations to understand the sentiment of their customers. It's one of our key metrics we use to measure experiences of those we serve, our scheme agents and our service providers to improve our customer experience.


View raw data

 

Months WI claims CSAT Employer CSAT Injured Worker CSAT
November 2022 68% 66% 70%
October 2022 66% 62% 69%
September 2022 69% 69% 69%
August 2022 67% 67% 68%
July 2022 67% 63% 71%
June 2022 70% 69% 70%
May 2022 68% 63% 74%
April 2022 66% 65% 68%
March 2022 68% 65% 70%

Glossary

Active claims

Claims that have had a payment or recovery activity in a particular month.

Liability decisions

Liability decisions made within the required seven days. May or may not accept full liability. Those that do not initially accept full liability can be made to either start provisional liability (PL) payments or notify parties of a 'reasonable excuse' (RE) in which additional information is required to make a liability decision.

Initial weekly payments

The first weekly benefit payment paid within seven calendar days of the date the claim was reported.

Claims payments

Gross expenses for claims payments—includes the two most costly expenses: weekly payments and medical expenses.

Return to work (RTW)

Based on work status codes used by insurers to record the current work status of a worker. This primarily relates to whether a worker is 'working' or 'not working'.

Customer Satisfaction Score (CSAT) - Injured Worker

The Customer Satisfaction Score (CSAT) is a globally-recognised metric used by organisations to understand the sentiment of their customers. It's one of our key metrics we use to measure injured workers' and employers' experience with us. It helps us and our business partners to understand and be accountable for how we engage with those we serve.
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