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
- icare increased the number of Claim Service Providers that manage claims, some of whom will provide specialised support for psychological injury claims.
- From 30 June 2025, employers with an Average Performance Premium (APP) or Group Average Performance Premium (GAPP) of $100,000 or more will be eligible to choose the Claims Service Provider that best suits their needs.
- icare’s Professional Standards Framework has been applied, tested and calibrated with Claim Service Providers to standardise the required knowledge, skills and behaviours of all frontline claims’ professionals across NSW, creating a benchmark which can be built upon.
- icare reports on how the claims service providers are performing in return to work and compliance requirements to provide information to employers to assist with choice.
Page contents
Why are we making changes?Who are the Claims Service Providers?
How are Claims Service Providers performing?
When can I choose my Claims Service Provider?
Frequently asked questions
Brokers and Choice 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 six Providers on our panel managing claims including Allianz, DXC Technology, EML, Gallagher Bassett, GIO and QBE. There is 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
- Providers 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.
How are Claims Service Providers performing?
icare publish Claims Service Provider Quarterly Performance Data that tracks a series of performance measures across workers compensation.
When can I choose my Claims Service Provider?
Employers can select from all Claims Service Providers.
Please read the Employer Choice Handbook to support you through the process of choosing your Claims Service Provider.
As an eligible employer, you can select a Claims Service Provider via our customer self-service functionality up to 14 days before your policy renews or by contacting your Underwriter.
Since 30 June 2024, employers with an Average Performance Premium (APP) or Group Average Performance Premium (GAPP) of $200,000 or more have been eligible to choose their Claims Service Provider.
From 30 June 2025, we are offering choice to more employers who meet the following criteria:
- Have an Average Performance Premium (APP) of $100,000 or more; or
- Are a part of a group with a Group Average Performance Premium (GAPP) of $100,000 or more.
Comparative data relating to CSP performance, customer experience metrics, and caseloads can be viewed on the Claims Service Provider performance page. This data is provided to complement and inform any decision made.
Employers should make their own assessment when selecting a Claims Service Provider, and if necessary, seek independent professional advice dependent on your circumstances.
Claims Service Provider contact information
Frequently Asked Questions
About the Claims Service Providers
Choice of Claims Service Provider
- How do I contact a CSP?
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How will I know if I am eligible to choose a Claims Service Provider?
To be eligible to choose a Claims Service Provider you must be an employer with an Average Performance Premium (APP) or Group APP of $100,000 or more for standalone policies or grouped policies renewing from 30 June 2025 onwards.
After receiving your annual policy renewal documentation, if the Change my Claims Service Provider tile appears in the Customer Self-Service Portal, you are eligible for choice.
- How often can my business change my Claim Service Provider?
- Does my business need to change their Claims Service Provider?
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How do I change my Claims Service Provider for my business?
You will be able to select your Claims Service Provider from icare’s Customer Self-Service Portal.
The Claims Service Provider must be selected a minimum of 14 days prior to policy renewal date.
Approximately 45 days before the annual policy renewal date the Change my Claims Service Provider tile will automatically be visible when an eligible employer logs into the customer self-service portal. This tile will not be available at other times during the year.
- How will I know when my business has transferred to the new Claims Service Provider?
- Will my business' new Claims Service Provider accept new claims from the policy renewal date or injury date?
- When will the new Claims Service Provider start managing my business' new claims?
- Will my business’ current portfolio of claims move when it changes Claims Service Provider?
- Will the Claim Service Provider my business nominates determine when my claims can transfer?
- What types of claims will not be transferred?
- What is the impact to injured workers when transferring their claims?
- Will these changes affect my policy premium?
- For employers that are part of a Group are the individual policies within the Group able to independently choose their own Claims Service Providers?
- If a policy joins my group of policies will I need to reselect my Claims Service Provider for the group?
- I am part of a group with multiple policies. What happens if there are changes to the way my group is structured?
If you need help accessing content on this page, please contact accessibility@icare.nsw.gov.au
Brokers and Choice
- How can I find out more about all the Claim Service Providers that my clients can choose?
- Are the individual policies within a Group able to independently select their own Claims Service Provider?
- How often are my clients able to change my Claim Service Provider?
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How can my client change their Claims Service Provider?
If eligible, your client will be able to select a Claims Service Provider from icare’s Customer Self-Service Portal. The Claims Service Provider must be selected a minimum of 14 days prior to policy renewal date.
Approximately 45 days before the annual policy renewal date the ‘Change my Claims Service Provider’ tile will automatically be visible when an eligible employer logs into the customer self-service portal. This tile will not be available at other times during the year.
- Is Claims Service Provider performance data being published, and when?
- As an authorised third-party how do I nominate a new Claims Service Provider for my client?
- When my client changes their Claims Service Provider will my Letter of Authority still apply?
- Will my client’s current portfolio of claims move when it changes Claims Service Provider?
- Will claims transfer on the day my client’s policy transfers?
- What types of claims will not be transferred?
- Will the Claim Service Provider your client selects determine when their claims can transfer?
- What is the impact to injured workers when transferring their claims?
- If your client changes Claims Service Provider, will there be any impact to their policy or premium?
