Explaining claims management performance in workers insurance

icare publishes latest data on claims performance

icare has begun publishing a range of data to provide a greater understanding of the performance of claims management in the workers insurance scheme in NSW. This is part of icare’s commitment to creating a fairer and more transparent workers insurance scheme for employers and injured workers.

The published data are key metrics on claims performance including the return to work rate, the timeliness of liability decisions, the number of active claims and claim payments each month, and the Net Promoter Score which measures the customer experience with icare.

You can view the latest monthly data on claims management performance.

The most recent monthly data shows a continued improvement in the Net Promoter Score (NPS) for employers over the past four months in the workers insurance scheme. It is clear actions including remediation of outstanding wages, a backlog reduction resulting in faster response times, and other initiatives to ensure the needs of our employer customers are being met, are having a positive impact although there is still a lot more work to do.

The return to work (RTW) rate is one of the more important performance measures we publish. There are many factors that impact RTW rates over time. Over the past year we experienced some challenges embedding our new claims management operational model with our claims partner, and this has had an impact on the RTW rate.

At end August 2019, the RTW rate 26 weeks after the injury date stood at a stable 79 per cent. It’s our aim to continually improve this 26-week RTW measure, while remaining committed to delivering sustainable RTW outcomes for our customers.

Another data set that we report on a monthly basis is the number of active claims in workers insurance. An active claim is one that has a payment or recovery activity in a particular month.

This year from May – July there was a slight increase in the number of active claims, and in August this began to revert back to more normal levels, a fall this is expected to continue in coming months. This fluctuation is due to normal seasonal differences and a backlog in payments that occurred after the challenges of a major technology upgrade in February this year.

We will continue to update monthly data on our website and publish articles that help explain our claims management performance. A better understanding of this claims management data provides our stakeholders with greater transparency into the performance of the workers insurance scheme in NSW.