icare Customer Advocate's Customer Vulnerability report released
icare's Customer Advocate, who promotes the interests of icare customers, has published a report into customer vulnerability in the Nominal Insurer Workers Compensation Scheme.
This review of vulnerability experienced in claims management was undertaken by the Customer Advocate at the request of the Nominal Insurer as part of efforts to improve customer experience.
It is specifically focused on obtaining a more comprehensive understanding of when customers experience vulnerability and the impact this has.
Insights from the report will be used to inform icare's customer uplift program of work that forms a part of the organisation's response to the McDougall Review.
The progress of icare's work in uplifting the customer experience will be reported regularly on this website.
