About Claims Service Providers and employer choice

Information on the way workers compensation claims are managed in NSW by our panel of Claims Service Providers.

Workers compensation claims: summary

  • From 2023 icare is making changes to improve the way workers compensation claims are managed in NSW. This includes increasing the number of Claim Service Providers that manage claims, enabling more employers the opportunity to choose the Claims Service Provider that best suits their needs, some of whom will provide specialised support for psychological injury claims.
  • icare aims to create a high-level standard of case management to help employers and their injured workers return to health and work sooner. To achieve this, we have introduced a new set of standards called the Professional Standards Framework that seek to equip Case Managers with skills and knowledge to improve health outcomes across the industry.
  • Since May 2020, employers with an Average Performance Premium (APP) or Group Average Performance Premium (GAPP) of more than $500,000 have been eligible to choose their Claims Service Provider. Effective from 30 June 2024, this will expand to $200,000 for standalone or grouped policies renewing from 30 June 2024 onwards.
  • icare will also provide employers and brokers with information on how Claims Service Providers are performing, so you have all the information you need to make the best choice of provider.

Page contents

Why are we making changes?
Who are the Claims Service Providers?
When can I choose my Claims Service Provider?
Frequently asked questions

Why are we making changes?

We have listened and learned from industry and those we serve and are making changes to improve the performance of the Nominal Insurer workers compensation scheme to provide better support to injured workers and employers.

Globally, psychological claims have been increasing and we want to lead the way and provide more specialised support to better manage these complex claims and help our injured workers return to health and work faster.

Who are the Claims Service Providers?

three of the six claim service providers which include Allianz, DXC Technology and EML Mutual
Three of the six claim service providers which include Gallagher Bassett, GIO and QBE

Claims Service Providers (CSPs) are companies that manage claims on behalf of icare. There are currently six Providers on our panel managing claims including Allianz, DXC Technology, EML, Gallagher Bassett, GIO and QBE. There is the potential for additional Claims Service Providers to join as we continue to evolve and respond to the needs of our customers.

All six Claims Service Providers handle all types of workers compensation claims, including claims for physical and psychological injuries. Four of these companies — Allianz, DXC, EML and Gallagher Bassett — are specialists in managing psychological injuries claims and have Case Managers with specific training and experience in these types of complex claims.

Generalist with Specialist Capability Providers

Allianz, DXC, EML, Gallagher Bassett

  • Provider can manage all claim types, including psychological injury claims.
  • They offer specific support structures and appropriately-skilled and experienced Case Managers dedicated to managing specialised claims such as psychological injury claims.

Generalist Claims Service Providers

GIO, QBE

  • Generalist providers can manage all claim types, including psychological injury claims.
  • If employers who aren't eligible to choose their Claims Service Provider have existing claims with a generalist provider (GIO or QBE), new claims will be managed by the same provider to ensure consistency of service.

Supporting our Case Managers to better support you

icare has introduced comprehensive standards and guidelines for Case Managers to help employers and their injured workers return to health sooner. These standards are called the Professional Standards Framework and seek to significantly enhance how workers compensation claims are handled from start to finish. The Professional Standards Framework aims to create an industry of claims professionals and raise capabilities in the management of claims to make a difference in the lives of our workers and their employers.

Read more about the Professional Standards Framework

When can I choose my Claims Service Provider?

As an eligible employer, you can select a Claims Service Provider via our customer self-service functionality up to 14 days before your policy renews or by contacting your Underwriter.

Currently eligible employers:

  • Have an Average Performance Premium (APP) that exceeds $500,000; or
  • Are a part of a group with a Group Average Performance Premium (GAPP) that exceeds $500,000

We're offering choice to more employers from 30 June 2024 who:

  • Have an Average Performance Premium (APP) that exceeds $200,000; or
  • Are a part of a group with a Group Average Performance Premium (GAPP) that exceeds $200,000.

Comparative data relating to CSP performance, customer experience metrics, and caseloads can be viewed on the Claims Service Provider performance page. This data is provided to complement and inform any decision made.

Employers should make their own assessment when selecting a Claims Service Provider, and if necessary, seek independent professional advice dependent on your circumstances.

Employers can select from all Claims Service Providers.

Claims Service Provider contact information

Frequently Asked Questions

About the Claims Service Providers

Choice of Claims Service Provider

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