icare's Claims Service Providers
EML, Allianz, DXC Technology, GIO, Gallagher Bassett and QBE provide claims management services for icare Workers Insurance. In providing these services, the Claim Service Providers operate in partnership with icare.
Ways to notify and contact your Claims Service Provider
You can notify your Claims Service Provider of an injury using our online form, or by phone, email, or post. If you want to email or post your notification, you can download an Employer/third party lodgement form below.
All Claims Service Provider contact information can be found on our Workers Compensation Claims Enquiries page. All offices listed are closed on public holidays.
Note: An excess may be payable if notification is not provided to your insurer within five calendar days of when you became aware of the injury.
Claims Service Provider contact information
Your register of injuries
Even if an injury doesn’t result in a workers compensation claim, you need to keep a record of what happened. This is called a register of injuries. The register of injuries must be kept in a readily accessible place in the workplace.
We also recommend recording ‘near misses’ as a means of injury prevention. While this is not required under the legislation, it’s considered best practice for worker health and safety.
The register of injuries must include the following details of each injury:
- name of the injured worker
- the worker's address
- the worker's age at the time of injury
- the worker's occupation at the time of injury
- the industry in which the worker was engaged at the time of injury
- the time and date of injury
- the nature of the injury
- the cause of the injury
The register of injuries can be kept in writing or on a computer. A record of each notifiable incident must also be kept.
There are penalties for failing to keep a register of injuries.
SafeWork register of Injuries
Further information about injury notification
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How long does it take to complete the online injury notification form?
The time it takes to complete the online form will depend on the injured person’s circumstances, and the amount of information you need to provide.
Generally speaking, a simple injury notification will take around 10 minutes. If you have a lot of information to provide, including documents to upload, please allow around 20-30 minutes to complete the process.
You have a maximum of two hours to complete the form, after which, the session will time out and your information will be submitted.
If you’re short on time, you can lodge an injury notification online and continue to provide your claims service provider with information by phone later.
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What happens after I submit the form?
Please note that lodging an injury notification does not automatically confirm liability. However, once you submit the form, your claims service provider have enough information to provide provisional support while liability is being determined.
Provisional support may entitle the injured person to weekly compensation payments for up to 12 weeks, as well as medical treatment of up to $10,000 in total.
If there are services the injured person may need whilst liability is being determined and you’re unsure if pre-approval is required, please don’t hesitate to contact your claims service provider or icare for further information.
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Update an existing notification or claim a reimbursement online
If your claim was lodged on or after 1 October 2020 you can update your claim online by providing additional documents.
If your claim was lodged after you began using icare's system and you've already notified your claims service provider of an injury and have an injury notification number or claim number, you can also update your claim online by providing additional documents.
However, if you lodged your claim with Allianz before 1 August 2020 or before you began using icare's system, please continue to provide updates mfclaim@allianz.com.au
If you lodged your claim with GIO before 1 August 2020, or before you began using icare’s system, please continue to provide updates to wcclaims@gio.com.au
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Who will see the information I provide online?
Information provided through the injury notification form is covered by the icare privacy statement.
Once you submit the form, your information will be sent to your claim service providers. They'll send an email receipt to the nominated email addresses.
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Timeframes for assessing the information you provide
Within three business days of reporting an injury, your claims service provider will have reviewed the information provided, and will call the injured person and the employer, as required, to find out more about the injured person’s progress, the injury, or if possible, provide an outcome on any information that’s been given.
Within seven days a full assessment will have occurred. In most cases, liability will have been determined and the injured person will receive confirmation of the level of support available relative to the assessment. Your claims service provider will contact the injured person and employer at this time.
Action you should take following an injury
Following an injury, there are certain things you can do to support the injured person through their injury and recovery at work.
The icare Injury Management Group provides information on how icare and its claims service providers will work with you, injured persons and other key stakeholders to achieve a safe and durable recovery at work, and manage the care and support for those unable to return to the workplace both in the short or long term.
What you can do
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Keep in touch
Staying in close contact with an injured worker can be mutually beneficial for both parties.
Keeping them in the loop with what’s happening at work may help them stay connected and reduce the risk of isolation and other side effects of being unable to work.
Staying informed of their recovery can also help your business more effectively plan for their return to work.
It’s important to reassure the injured person that they are missed and that you are there to support their recovery.
If it’s appropriate, encourage their team members to phone, email, visit or text. Positive and considerate contact can help people recover and get back to work more quickly.
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Address and resolve any issues
Recovery can be influenced by other issues within the workplace (such as conflict with a co-worker) or at home (such as transport difficulties).
These can be barriers to returning to or recovering at work.
If it’s appropriate, consider addressing or resolving any issues which may deter the injured person from returning to work. The more supportive the workplace, the better the chance of the injured person recovering at work quickly.
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Talk about the return to work plan
It’s important to let the injured person know early on how you’ll support them and what you’ll do to help them recover at work.
A return to work plan is one way of supporting recovery at work. The return to work plan is completed by the employer in consultation with the worker and the worker’s supervisor (if applicable), taking into account medical information provided by the nominated treating doctor and any other treatment providers.Having this plan will mean all parties are working together to support the injured person’s recovery.
Read the Guidelines for Workplace Return to Work Programs
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Make contact with the treating doctor
An injured person must choose a nominated treating doctor (NTD) in order to receive compensation payments.
Even if you have a preferred doctor or a medical practice located nearby, workers have the right to make their own decision about where they wish to receive their treatment and the doctor that provides their treatment.
Early contact with the doctor demonstrates your commitment to your worker’s/ employee’s recovery and provides you with an opportunity to discuss their normal duties and the availability of other suitable duties.
If you are unable to make contact immediately, leave your details with the medical practice and make sure you are easily contactable.
Consider sending an email to the doctor with information about the nature of your business, the availability of duties the injured person may be able to perform whilst recovering, and your contact details.
