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