Insurance for NSW portal: frequently asked questions and related applications troubleshooting

The Portal is for authorised NSW Government agencies that lodge and manage claims. You'll need an active agency user account.

Anything you upload can be seen by your case manager in the Guidewire Claims Centre.

There are various channels available to lodge workers compensation claims.

Channel	Description
Insurance for NSW Claims Portal (preferred)	Fastest way to lodge claims, assign claim numbers, meet SIRA requirements, and support injured workers quickly.
Email	Sent manually or automated via agency systems form generation. Your Claims Service Provider enters the claim manually.
Phone	For urgent cases or during system outages. Your CSP enters the details manually.

• Single reimbursements: Use the Claims Portal.
• Bulk schedules: Continue emailing your Claims Service Provider (CSP).
• View payments under Wage Payments History for each claim.

• If it's optional for your agency, you can submit the claim without it.
• Ask your case manager to update it later.
• For permanent changes, contact your icare Client Engagement Manager.

• Under the Correspondence tab, you'll find formal letters and decisions.
• Future updates may include messages from case managers and third-party providers.

The CAT Response Hub appears during declared CAT events.

• You'll be notified via newsletters and your Engagement Manager.
• It'll be available via Quick Links on the Portal home page.
• For help, contact Gallagher Basset, your Technical Claims Manager, or Client Engagement Manager.

• Review your original access request — check the agencies listed.
• If anything's missing, email: insurancefornsw@icare.nsw.gov.au
• To add another agency, fill out the Portal access request form and choose 'Other' access.

• New claims appear immediately.
• Older claims are still being migrated — use your Claims Service Provider's system in the meantime.
• Some claims (for example sensitive, volunteer, closed-scheme) are excluded for now.

Some tools (like TMF Dashboard, CRIF, Declarations) need special approvals.

Check your access:

1. Click your profile icon
2. Go to Applications and Agencies.

To request access: use the Portal access request form and select ‘Other’.

Getting ‘access denied’ in the TMF Dashboard?

• New access may take up to 24 hours to activate.
• If still blocked after 24 hours, email: insurancefornsw@icare.nsw.gov.au

If your access was recently approved, it may take up to 24 hours to activate.

Still can't get in after a day? Email insurancefornsw@icare.nsw.gov.au with:

• The sheet or report you tried to access
• Any error messages you received.

We'll help you get sorted.

Contact your icare Client Engagement Manager to have the new domain added to our system.

Only Authorised Agency Users can download Certificates of Currency.

To check:

• Scroll to the bottom of the page — authorised approvers are listed there.

Think you should be an authorised user?

Contact your icare Client Engagement Manager to request access.

• Forms are managed by Gallagher Bassett (icare's scheme agent).
• Check:
• All mandatory fields are filled
• Uploaded files are the right size and format
• Still stuck? Contact Gallagher Bassett.

If something isn't working or you're experiencing a technical issue:

Email SupportIfNSWPortal@icare.nsw.gov.au and include:

• A short description of the issue
• Any screenshots or error messages (if possible)
• Your browser and device (optional but helpful)

We'll look into it and get back to you as soon as possible.

• Go to your profile > Applications and Agencies to check current access.
• For updates, ask your Client Engagement Manager.

Email cpai@icare.nsw.gov.au with:

• your agency name
• policy number
• details of the issue.

We'll get back to you with support.