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.
How can I get in touch with these Authorised Providers?
Contact details for the Authorised Providers appointed by icare can be found below:
New business enquiries:
New claim lodgement enquiries:
Phone: 1300 360 595
New business enquiries:
New claim lodgement enquiries:
Phone: 13 10 10
Fax: 1300 733 677
Mail: GPO Box 1464, Sydney NSW 2001
New business enquiries:
Which organisations are Authorised Providers and when will they be able to provide claims management services?
From early next year, eligible customers will have the choice of the following Authorised Providers for new claims management services:
Allianz and GIO from 1 February 2020 and QBE will commence following the implementation of the icare technology platform by 30 June 2020.
EML will continue to provide claims management services for new claims for all customers who do not nominate an Authorised Provider. These Authorised Providers have been selected from the current providers of claims management services to icare based on their meeting authorisation requirements.
Authorised Provider 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.
Customer eligibility 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.
Nomination and transfer questions
Do all policies under a group policy need to be included with the Authorised Provider?
Yes. As is standard practice in NSW, all policies within a group must be managed by the same claims provider.
What happens if one of the policies under a group is divested?
If a policy is no longer part of your group, and joins another group, the policy will transfer to the claims provider presently managing that new group.
If the policy is no longer a grouped policy and does not meet the Authorised Provider eligibility criteria, that policy will transfer to the icare appointed claims provider EML, at the next renewal.
What employer reporting is provided?
icare currently provides automated monthly consolidated costs of claims reporting that includes: GIO, Allianz and EML claims.
Is cost centre reporting available?
icare is currently working on cost centre reporting solutions, we will provide more information about this in 2020.
Will QBE cost of claims reporting be included as part of consolidated reporting?
icare will include QBE cost of claims reporting as part of consolidated reporting when claims are lodged on icare’s system.
Employer reporting questions
Which claims management platform will an eligible customer use?
The Authorised Provider’s existing claims management platform will be used until the icare claims management platform becomes available.
When will the icare claims management platform be available?
icare is working on delivering the icare claims management platform to be available to all our customers. Presently the platform is not available to all eligible customers. We will provide more information in 2020 on the progress of platform delivery.
- How can I find out more information?