Complaints and enquiries

In the first instance, all enquiries and complaints from employers or your broker should be directed to your insurer.

There is a difference between a complaint and a dispute. A dispute arises when there is a disagreement with an insurer’s decision on a claim.

A separate, independent pathway exists for both employers and workers to express how they feel about a situation or seek guidance.

General queries or complaints about a claim should first be raised with your insurer. If dissatisfied with their response, contact can be made with icare on 13 99 22 or via email to

There are proposed changes to support for unresolved complaints and enquiries to take effect from early 2019.