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

Right click on the graph below and select "View data" to view data for the graph

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'.

Customer Satisfaction Score (CSAT)

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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