Authorised Provider model FAQs

Please read our Authorised Provider model frequently asked questions below.

    General questions

  • Why has icare developed the Authorised Provider model?
    The Authorised Provider model has been developed in response to customer feedback to meet the needs of large eligible customers by creating greater choice of claims management service provider.
  • What was the Authorised Provider Pilot?
    icare partnered with Allianz to pilot the Authorised Provider service model with eligible larger customers for the purpose of testing the model from 31 December 2018 to 30 June 2019. icare used the pilot period to evolve the design and delivery of the Authorised Provider service to meet our customers’ needs. 
  • What will the Authorised Provider deliver?

    An Authorised Provider will deliver claims management services to eligible customers in accordance with the principles of icare’s claims management service model for the price of their premium. Find out more about the icare claims service model and claims decision management framework.

    Authorised Providers have the ability to offer additional services tailored to meet eligible customer needs in addition to the core services they receive for the price of the policy. These services will be negotiated directly between eligible customers and in some instances will involve a fee from the Authorised Provider.

     

  • Who has icare told?
    icare is sharing this information with the market including scheme agents, brokers and employer customers.

    Customer eligibility questions

  • What is the phased approach for eligible customers to choose an Authorised Provider?

    icare will deliver a phased approach to allow for a smooth delivery for our eligible customers to nominate and transfer to an Authorised Provider.

    Phase 1 Eligible Customers

    From now onwards, the following eligible customers will be able to nominate their choice of Authorised Provider and transfer for new claims management from 1 February 2020 onwards. 

    • Customers where Average Performance Premium (APP) or Basic Tariff Premium (BTP) exceeds $1,000,000 for the most recently issued renewal period or; 
    • Customers that are part of a Group, where its Group Average Performance Premium (APP) or Basic Tariff Premium (BTP) exceeds $1,000,000 for the most recently issued renewal period.

    Phase 2 Eligible Customers

    From 1 April 2020, the following eligible customers will be able to nominate their choice of Authorised Provider and transfer for new claims management at renewal date on or after 30 June 2020.

    • Customers where Average Performance Premium (APP) or Basic Tariff Premium (BTP) exceeds $500,000+ or; 
    • Customers that are part of a Group, where its Group Average Performance Premium (APP) or Basic Tariff Premium (BTP) exceeds $500,000+.

    Phase 2 eligible customers will also include customers who have new claims currently managed at Allianz and GIO. 

    For both phases, claims lodged prior to transfer to the Authorised Provider will remain with the existing Provider until all claims are migrated onto the icare claims management platform. All eligible customers will use the Authorised Provider’s existing claims management platform until the icare platform becomes available.

  • Can customers who were previously granted an exemption to remain with Allianz or GIO transfer to another provider?
    Yes. Phase 2 eligible customers will also include customers who have new claims currently managed at Allianz and GIO. 
  • When will other employers be eligible to have claims managed by an Authorised Provider?
    icare is taking a considered approach and phasing in access to the Authorised Provider model. For other customers, icare is commencing an industry model pilot. Once this component of the model has been piloted, icare will continue to evolve its model based on ongoing feedback from customers.

    Nomination and transfer questions

  • How do eligible customers nominate and transfer to an Authorised Provider?

    Phase 1 eligible customers have been emailed a nomination form to complete. Phase 2 eligible customers will be emailed a nomination form by 1 March 2020 to be completed. Once a nomination is confirmed and accepted eligible customers will be contacted by the Authorised Provider for transfer. 

    For more information on how to nominate and transfer please contact us at AuthorisedProvider@icare.nsw.gov.au.

  • Will my existing claims transfer to the Authorised Provider?

    icare is building the technology to have all claims on a single system. Claims lodged prior to a transfer to an Authorised Provider will remain with the existing provider until all claims have been moved to icare’s centralised claims platform. 

    At that time icare will work with the providers to facilitate customer’s claims to all be managed by their preferred provider. The migration of claims will be phased to minimise disruption for recovery.

    More information about this will be communicated to you in 2020. 

  • When will I be eligible to have my claims managed by an Authorised Provider?

    Eligible customers can exercise their choice to have their claims managed by an Authorised Provider in line with the icare phased approach. 

    Upon receipt of the nomination form, icare will review the information provided within 5 working days and confirm by email if the nomination meets the customer eligibility requirements, and if so, the nominated Provider will contact the eligible customer regarding transfer of new claims. 

    For Phase 1 customers new claims will be managed by the nominated Provider from the beginning of the nominated month. Nominations from 30 June 2020 onwards, may only transfer at renewal date.

  • Can I choose to move from one Authorised Provider to another?
    Yes. Eligible customers will be able to transfer between one Authorised Provider to another at the renewal date of their policy. 
  • Can an Authorised Provider choose not to accept my nomination for transfer?
    No. Once icare has approved a customer’s nomination, the Authorised Provider must accept the nomination for transfer as per the agreed terms with icare.
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