icare Workers Insurance performance data

Latest figures to 30 September 2021 published November 2021.

Number of active claims in September 2021

49,735

Decisions on initial liability made within 7 days

98.4%

Workers returning to work by 26 weeks

83.5%

Net Promoter Score for workers insurance

+23

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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Learn more about icare's coronavirus response

Policies 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 49,735 for September 2021

The number of active claims stood at 49,735 for September 2021, and this number has remained relatively steady over the past six months. 


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

Graph shows from 1 October 2019–30 September 2021.

View raw data

Months Active claims
September 2021  49,735
August 2021 49,334
July 2021 49,796
June 2021 49,043
May 2021 48,510
April 2021 47,960
March 2021 50,261
February 2021 49,073
January 2021 44,913
December 2020 48,976
November 2020 47,702
October 2020 48,212
September 2020 51,147
August 2020 46,322
July 2020 46,569
June 2020 44,893
May 2020 43,016
April 2020 44,089
March 2020 44,879
February 2020 45,390
January 2020 43,817
December 2019 46,335
November 2019 47,056
October 2019 48,036
September 2019 45,112
August 2019 45,108
July 2019 46,754
June 2019 42,384
May 2019 43,695
April 2019 39,438
March 2019 39,486
February 2019 38,700
January 2019 39,939

Liability decisions

Initial liability decisions 98.4% within 7 days

In September 2021, the number of initial liability decisions made within the required seven days stood at 98.4 per cent. The average time taken for initial liability decisions was 5.9 days.


Graph shows 24 months from 1 October 2019–30 September 2021. This captures all claims lodged and managed on the icare claims management system. Data before May 2020 only includes EML claims.

View raw data

Months Liability decisions (within 7 days) Average days to initial liability decision
September 2021  98.4% 5.9
August 2021 98.6% 5.8
July 2021 98.1% 5.9
June 2021 98.0% 5.8
May 2021 98.0% 5.9
April 2021 98.0% 5.8
March 2021 98.0% 5.9
February 2021 96.6% 5.9
January 2021 96.1% 5.8
December 2020 95.8% 5.5
November 2020 98.4% 5.2
October 2020 97.8% 5.4
September 2020 98.5% 5.3
August 2020 99.1% 5.0
July 2020 99.0% 4.3
June 2020 99.3% 4.1
May 2020 99.2% 4.1
April 2020 99.0% 3.9
March 2020 99.1% 4.1
February 2020 99.3% 4.1
January 2020 99.4% 3.7
December 2019 99.0% 3.8
November 2019 99.0% 4.7
October 2019 98.5% 4.7
September 2019 98.1% 4.8
August 2019 95.7% 5.0
July 2019 94.4% 4.8
June 2019 89.9% 5.3
May 2019 92.8% 4.9
April 2019 85.3% 6.0
March 2019 73.8% 6.5
February 2019 53.5% 10.7

Initial weekly payments

Initial weekly payments93.2% within 7 days

In September 2021, 93.2 per cent of the initial weekly payments were paid within the required seven calendar days of the claim being reported.


Graph shows 24 months from 1 October 2019–30 September 2021.

View raw data

Months Initial weekly payment (within 7 days)
September 2021 93.2%
August 2021 91.3%
July 2021 91.2%
June 2021 87.7%
May 2021 91.0%
April 2021 89.8%
March 2021 87.0%
February 2021 84.2%
January 2021 81.8%
December 2020 90.2%
November 2020 90.3%
October 2020 90.5%
September 2020 90.6%
August 2020 92.2%
July 2020 93.0%
June 2020 91.2%
May 2020 88.7%
April 2020 82.9%
March 2020 82.9%
February 2020 87.4%
January 2020 84.0%
December 2019 80.1%
November 2019 70.8%
October 2019 57.5%
September 2019 21.6%
August 2019 9.3%
July 2019 9.2%
June 2019 7.0%
May 2019 4.4%
April 2019 4.2%
March 2019 3.2%
February 2019 1.8%

Claim payments

Claim payments $254.3 million for September 2021

Total claim payments for workers insurance in September 2021 were $254.3 million. This includes $108.4 million in weekly claim payments, and $62.9 million in medical claim payments.



Graph shows from 1 October 2019–30 September 2021.

View raw data

Months Weekly claim payments Medical claim payments Total claim payments
September 2021 $108,400,000 $62,900,000 $254,300,000
August 2021 $105,600,000  $66,400,000  $245,200,000 
July 2021 $109,900,000  $61,100,000  $243,700,000 
June 2021 $105,500,000  $63,900,000  $249,300,000 
May 2021 $100,500,000  $62,200,000  $236,500,000 
April 2021 $98,100,000  $62,500,000  $226,600,000 
March 2021 $111,800,000 $72,600,000 $264,000,000
February 2021 $91,600,000 $56,300,000 $214,200,000
January 2021 $90,400,000 $47,400,000 $189,600,000
December 2020 $108,500,000 $68,000,000 $252,900,000
November 2020 $95,300,000 $63,300,000 $220,700,000
October 2020 $96,600,000 $64,600,000
$236,500,000
September 2020 $99,400,000 $72,800,000 $243,700,000
August 2020 $93,400,000 $62,200,000 $217,500,000
July 2020 $101,500,000 $63,700,000 $236,700,000
June 2020 $95,700,000 $57,300,000 $219,800,000
May 2020 $90,900,000 $49,800,000 $195,100,000
April 2020 $92,300,000  $58,900,000 $213,100,000
March 2020 $89,900,000 $54,600,000 $203,300,000
February 2020 $80,200,000 $60,100,000 $192,800,000
January 2020 $83,600,000 $50,500,000 $184,400,000
December 2019 $95,600,000 $62,600,000 $223,900,000
November 2019 $81,700,000 $64,500,000 $215,000,000
October 2019 $93,900,000 $66,600,000 $226,200,000
September 2019 $79,900,000 $62,300,000 $200,600,000
August 2019 $78,100,000 $66,600,000 $198,400,000
July 2019 $84,500,000 $77,500,000 $222,800,000
June 2019 $71,300,000 $53,300,000 $175,100,000
May 2019 $77,700,000 $61,500,000 $196,700,000
April 2019 $70,800,000 $57,000,000 $177,300,000
March 2019 $68,800,000 $58,300,000 $175,800,000
February 2019 $65,100,000 $49,000,000 $151,300,000
January 2019 $70,300,000 $45,400,000 $174,600,000

Return to work

Return to work  83.5% at 26 weeks

The 26-week return-to-work (RTW) rate based on work status codes was 83.5 per cent in September 2021, and has remained steady over the past 22 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.

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 October 2019–30 September 2021. 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
September 2021 62.6% 77.5% 83.5% 86.7% 86.9%
August 2021 63.2% 78.0% 83.5% 86.9% 86.4%
July 2021 63.7% 78.5% 83.7% 87.0% 86.2%
June 2021 64.4% 78.6% 83.7% 87.0% 85.9%
May 2021 64.8% 78.5% 83.8% 87.0% 85.7%
April 2021 65.0% 78.5% 83.9% 87.1% 85.4%
March 2021 64.9% 78.6% 84.0% 87.2% 85.3%
February 2021 65.4% 78.8% 84.3% 87.3% 84.9%
January 2021 65.8% 79.1% 84.4% 87.3% 84.6%
December 2020 66.1% 79.4% 84.5% 87.0% 85.0%
November 2020 66.6% 79.6% 84.4% 86.6% 85.7%
October 2020 67.1% 79.8% 84.5% 86.2% 86.6%
September 2020 67.5% 79.9% 84.6% 85.7% 87.3%
August 2020 67.9% 79.7% 84.8% 85.2% 88.0%
July 2020 67.9% 79.7% 84.8% 85.0% 88.5%
June 2020 67.8% 79.8% 84.5% 84.8% 89.1%
May 2020 67.7% 80.0% 84.1% 84.6% 89.6%
April 2020 67.7% 79.9% 83.6% 84.4% 90.1%
March 2020 68.0% 79.5% 83.2% 84.2% 90.4%
February 2020 67.8% 79.0% 82.7% 83.9% 90.8%
January 2020 67.1% 78.3% 82.4% 83.7% 91.2%
December 2019 66.6% 77.6% 82.1% 84.1% 91.5%
November 2019 65.7% 77.2% 81.9% 84.9% 91.5%
October 2019 64.8% 76.8% 81.5% 85.8% 91.5%
September 2019 64.1% 76.6% 81.4% 86.7% 91.5%
August 2019 63.7% 76.4% 81.0% 87.4% 91.5%
July 2019 63.2% 76.0% 80.8% 88.0% 91.5%
June 2019 62.7% 75.7% 81.2% 88.5% 91.5%
May 2019 62.2% 75.2% 82.1% 89.0% 91.5%
April 2019 61.6% 74.8% 83.3% 89.5% 91.5%
March 2019 60.9% 75.0% 84.1% 89.9% 91.5%
February 2019 60.3% 76.1% 84.9% 90.3% 91.6%
January 2019 60.6% 77.4% 85.5% 90.7% 91.6%
December 2018 61.6% 78.6% 86.1% 91.0% 91.7%
November 2018 63.4% 79.4% 86.6% 91.0% 91.7%
October 2018 64.8% 80.1% 87.1% 91.0% 91.7%

Net Promoter Score

Net Promoter Score +23 for Workers Insurance

The Net Promoter Score (NPS) for Workers Insurance was +23 in September 2021, continuing a steady rise since October 2020. The NPS for injured workers continued its rise over the past year to +26, while the NPS for employers was +18.


Graph shows 24 months from 1 October 2019–30 September 2021. The Workers Insurance and injured worker NPS scores were adjusted in 2021 for consistency with the employer NPS score. This adjustment resulted in a lowering in the historical Workers Insurance and injured worker NPS scores, however the trends remained the same.

View raw data

 

Months WI NPS (Overall *) Employer NPS (Direct) Injured Worker NPS (Overall*)
September 2021 23 18 26
August 2021 21 18 23
July 2021 19 15 22
June 2021 18 13 21
May 2021 18 12 22
April 2021 17 12 20
March 2021 16 10 20
February 2021 14 10 16
January 2021 13 11 15
December 2020 12 10 13
November 2020 11 7 14
October 2020 11 6 14
September 2020 13 6 17
August 2020 15 8 20
July 2020 16 7 22
June 2020 16 8 23
May 2020 13 3 18
April 2020 9 -4 13
March 2020 6 -7* 10
February 2020 2 -9* 6
January 2020 4 -2 8
December 2019 2 -6 10
November 2019 0 -10 9
October 2019 -2 -12 7
September 2019 -7 -17 4
August 2019 -9 -20 3
July 2019 -15 -26 0
June 2019 -17 -29 -3
May 2019 -19 -32 -5
April 2019 -8 -30 1
March 2019 0 -24 7
February 2019 1 -22 7
January 2019 -3 -25 4
December 2018 -1 -27 6
November 2018 -3 -28 5
October 2018 -4 -24 5
September 2018 -5 -23 6
August 2018 -7 -19 2
July 2018 -9 -17 -2

*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.
Liability decisions
All claims lodged with an initial liability decision to be made within seven days.
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'.
Net Promoter Score (NPS)
The Net Promoter score 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.
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