Understanding the online claims process

Since 1 January 2018, employers and injured workers have had the option to report an incident or injury via our online injury notification form.

You still have the option to report an incident or injury over the phone with a claims advisor if you would like to do so.

Our online form is part of our longer-term strategy to improve the claims process. We’ve laid the foundations for future enhancements to deliver greater autonomy and self-service to employers and injured workers. Read more about the recent changes.

The icare injury management program provides  information for employers about the claims process and how they can support their worker’s following an injury.  Different options are available for small to medium companies and large organisations

Benefits of the online claims form

Our claims service model is designed to deliver a better experience for both employers and workers, through a transparent service that gives them support, empowerment and a simpler way of doing things.

Employers and injured workers should experience a straightforward, empathetic and consistent process, regardless of the simplicity or complexity of a claim.

Providing you an online method to report an injury

In addition to reporting an injury by phone, email and mail, you can also use an online form to report an injury. 

When the online form goes live, a PDF version will be available to both employers and to injured workers, and may be posted or emailed to us.

Ability to upload documents to an existing notification

Since 1 January 2018, you can go online to upload supporting documents (eg. wage payment details) to an injury you’ve reported to us.

Using your injury notification number, you can upload a document to a claim, after which  we will review and then take appropriate next steps.

Simpler, faster and clearer

Our claims process is simpler and quicker, relieving injured workers and employers of undue worry.

Forms, steps and instructions are simplified and use plain English to make them more accessible for all involved.

Reducing the barriers to report an injury

The process to report an injury is easier and more flexible than before.

The employer, injured person or third party (otherwise known as the notifier) can provide a minimum amount of information to report an injury. 

Once it has been reported online, the notifier receives an injury notification number and the injured person has access to provisional support until such time that liability is determined. 

Further information is required to determine and then provide the right level of care the injured worker requires, as well as to determine liability. This information may be provided online at the same time an injury is reported, or at a later time by phone.

Ensuring the injured worker gets the right care at the right time

We keep in touch with the employers and injured workers beyond the time of notification to enable holistic support through to recovery. 

The claims model ensures the right level of management and support is assigned to the injured worker, which we envisage will underpin return to work activities for workers. 

Greater visibility

The online form asks for contact details of those involved in the injury. Where contact details are provided, the relevant parties will be kept up to date by email (once the form is submitted) and a phone call to the injured worker and employer (within three working days) as appropriate.

Triaging claims 

The information provided in your notification begins a triage process that determines what level of care is required for the injured worker.

This information includes:

  • the injury, including how and when it occurred
  • employer’s contact details and ABN
  • the injured worker’s personal information

This information gives us an initial understanding of the injury to determine the best level and type of care for the injured worker. 

    Further information about icare's online injury notification form

  • Can I use icare's online injury notification form?

    Yes, all claims service providers accept new injury notification using icare's online form.

  • Can I use icare's online injury notification form if I'm a NSW Government employee?
    If you're employed by the NSW state government and have been injured at work, please do not use icare's online form. You will need to report your injury to your employer. This workers insurance process will be managed by your employer on your behalf.
  • 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 may have enough information to provide provisional support while liability is being determined.

    Provisional support may entitle you 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 you may need whilst liability is being determined and you're unsure if you need pre-approval to access them, please don't hesitate to contact your claims service provider or us for further information.  

  • How long does the form take to complete online?

    The time it takes to lodge an injury notification online will depend on your circumstances and the amount of information you need to provide. 

    Generally speaking, a simple injury notification will take around 10 minutes to complete. 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 also provide minimum information in your injury notification and continue to provide information by phone later. 

    You're required to comply with requests for information within seven days. If you don't respond within this time, the claims service provider may discontinue your weekly payments.

  • How long will it take to assess the information I've provided?

    Within three business days of reporting an injury, your claims service provider will have reviewed the information provided and will call you and your employer as required, to find out more about your progress, your injury, or if possible, provide an outcome on any information that's been given.

    Within seven business days a full assessment will have occurred. In most cases, liability will have been determined and you will receive confirmation of the level of support available relative to the assessment. The claims service provider will contact you and your employer at this time.

  • How do I update an existing injury notification or claim a reimbursement?

    EML and QBE – If your claims service provider is EML or QBE, and you’ve already notified them of an injury and have an injury notification number or claim number, you can update your claim online by providing additional documents.

    Allianz and GIO – If your claims service provider is Allianz or GIO, and you lodged your claim after 1 October 2020, you can also update your claim online by providing additional documents. 

    If you lodged your claim with Allianz before 1 August 2020, or before your employer began using icare's system, please continue to provide updates to mfclaim@allianz.com.au

    If you lodged your claim with GIO before 1 August 2020, or before your employer began using icare's system, please continue to provide updates to wcclaimsnsw@gio.com.au

    If you're unsure who may be looking after your claim, please feel free to contact us for advice.

    Update an existing notification or claim a reimbursement

  • 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 online form, your information will be sent to your employer's claims service provider and you’ll be sent an email confirming they have received your notification.