About Claims Service Providers and employer choice

All six Claim 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—also have Case Managers that specialise in claims for psychological injuries. These specialists have specific training and experience in these types of complex claims.

Yes. Generalist providers GIO and QBE can manage all types of claims including psychological claims. An employer does not need to split their claims among different providers.

The change will not impact the method icare uses to calculate your policy premium. However, for experience rated employers, claims cost will continue to be included in the calculation.

Claims Service Provider contact information

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 with this expanding to $200,000 for standalone or grouped policies renewing from 30 June 2024 onwards.

You can find your APP on your policy documentation and the option will automatically be available once you are eligible via our customer self-service functionality.

Employers can select from all Claims Service Providers.

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.

Yes, this ensures workers from the same organisation and employers are supported by the same CSP.

Please notify icare on 13 44 22 to update your policy or group profile.

The changes will not impact the method icare uses to calculate your policy premium. However, for experience-rated employers, claims cost will continue to be included in the calculation.

Claims will be transferred within 6 -12 months of the transfer of your policy. icare’s intention is to reduce the time between policy and claims transfer over time.

This approach ensures any pending recovery or treatment support for workers is maintained, and that appropriate time is provided for an injured workers claim to be handed over to your new Claims Service Provider of choice.

Closer to the scheduled transfer date, you will be sent additional information about the transfer.

Only claims on icare’s claims management platform will be included in the transfer.

To maintain stability for serious injuries, icare will not be transferring open and closed claims from the following portfolios:

• Fatality.
• Workers with highest needs.
• Lifetime Care and Workers Care claims.

No. All Claim Service Providers will be considered equally when determining, the most appropriate time to transfer your workers’ claims to your chosen Claim Service Provider.

Most employers and brokers have asked we contact them by email if their policies are moving. You will be notified approximately 35 days ahead of any policy transfer. We aim to notify employers and brokers at the same time.

There will be no impact on policy pricing due to changing your CSP. The underwriting will continue to be done by icare.

We have set up a handover and triage agreement and can link providers for historical claims. From August to September, we will offer this functionality.

There will be no changes to the claims notification.

For further information on policy transfer, see the Polices Transfer page.

Each Claims Service Provider has a relationship management team that can articulate the service, claims management, and support offerings.

Claims Service Provider contact information

No. All policies within a Group will continue to be managed by a single Claims Service Provider.

The group member with the highest APP will be able to select a Claims Service Provider, on behalf of the group via the Customer Self-Service Portal.

Your client can select a Claims Service Provider once each year, at policy renewal only.

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.

Claims Service Provider performance data relating to the claims journey of injured workers is published on the Claims Service Provider Performance Data page quarterly, focusing on service, capability and outcome measures. Additional measures will be added overtime as data becomes available.

A Claims Service Provider can be selected on the annual policy renewal date. You can find your client’s APP on their policy documentation and the employer choice option will automatically be available once they are eligible via our Customer Self-Service Portal.

Your Letter of Authority will transfer to the Claims Service Provider of choice. There is no need to submit another Letter of Authority to the new provider.

Claims will be transferred within six -12 months of the transfer of your client’s policy. icare’s intention is to reduce the time between policy and claims transfer over time.

This approach ensures any pending recovery or treatment support for workers is maintained, and that appropriate time is provided for an injured worker's claim to be handed over to your client’s new Claims Service Provider of choice.

Closer to the scheduled transfer date, your client will be sent additional information about the transfer. 

Claims will not transfer immediately, or within six months from policy transfer.

Due to their complexity and sensitivity, we will not be transferring open and closed claims from the following portfolios:

• Fatality.
• Workers with highest needs.
• Lifetime Care and Workers Care claims.

icare's intent is to continue offering choice to more employers.

icare will collaborate with brokers and employers through 2024 and draw on feedback around the experience of employers who move Claims Service Provider to inform further expansion of choice. 

No. All Claim Service Providers will be considered equally when determining the most appropriate time to transfer your client’s claims to their chosen Claim Service Provider.

To ensure minimal disruption to injured workers, icare and Claims Service Providers have worked together in 2023 to develop detailed handover and file receipt processes. 

No, there will be no impact to their policy or premium when the Claims Service Provider changes for your client.