icare Workers Insurance performance data

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.

For performance data relating to our Claims Service Providers refer to the Claims Service Provider Quarterly Performance Data page.

To view graph data, right click on the graph and select “View data”. For best results view on a desktop or tablet. If you experience any issues loading the results please refresh your browser.

Policy dashboard

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

Download policy dashboard: September 2023 (PDF 50KB)

Access tools and resources in our industry hub


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'. For the RTW rate, this is the percentage of workers who have been off work for at least one day and returned to work with the same or different employer at full or current work capacity.

Satisfaction Score (CSAT)

icare measures the Satisfaction of injured workers and employers throughout their journey with icare with a Customer Satisfaction (CSAT) score. The CSAT is a globally recognised metric used by organisations, and it helps us and our providers understand how we engage with injured workers and employers and take action to improve outcomes.
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