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.
- Currently, employers with an Average Performance Premium (APP) or Group Average Performance Premium (GAPP) of more than $500,000 are eligible to choose their Claims Service Provider, but gradually more employers will be eligible to choose. Employers will be notified when they are eligible.
- 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?
Claims Service Providers (CSPs) are companies that manage claims on behalf of icare. There are currently four Providers on our panel managing claims including Allianz, EML, GIO and QBE. During 2023, two new Providers – Gallagher Bassett and DXC Technology – will join the panel, with 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?
Currently, to be eligible to choose a Claims Service Provider you must be an employer with an Average Performance Premium (APP) or Group APP of more than $500,000. Employers can select from the existing Claims Service Providers (Allianz, EML, GIO, QBE) at their policy renewal date and the nomination process remains the same.
Our goal is to expand this choice to more employers. We will gradually do this by reducing the eligibility criteria to $200,000 APP or Group APP by mid-2024. Leading up to this, we 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.
icare will make further announcements about when the new Claims Service Providers (DXC Technology and Gallagher Bassett) will be available for employers to select.
Frequently Asked Questions
About the Claims Service Providers
Choice of Claims Service Provider
- How do I know if I am eligible to choose a Claims Service Provider?
- I am eligible, so how do I choose a Claims Service Provider?
- Are all policies under a Group assigned the same Claims Service Provider?
- I'm part of a Group, with multiple policies. What happens if there are changes to the way my group is structured?
- Will these changes affect my policy premium?
- How will I be notified if my policies change provider?
- Will transfer of policies to new Claims Service Providers impact the cost of policies?
- How much communication and collaboration will the Claims Service Providers have with each other before claims migrate?
- Will there be changes to the way we are notified about claims?
- Where can I find out more on policy transfers?
