HBCF to take over management of home building compensation claims
icare NSW has announced that we will be insourcing the management of homeowner claims in the Home Building Compensation Fund (HBCF), starting from 1 February 2025.
This strategic move represents a significant milestone for icare HBCF, as we bring claims management in-house to deliver a more efficient, personalised, and streamlined experience for homeowners across New South Wales.
End-to-end claims management
By managing the claims process end-to-end, icare HBCF will have full oversight of every step, enabling greater efficiency and a more personalised approach. This transition allows us to strengthen our connection with homeowners and stakeholders, ensuring we deliver the best possible outcomes.
Transition for homeowners
icare HBCF has planned this transition to minimise any potential disruptions to service. From 1 February 2025, claims management will progressively move to HBCF, and by 1 April 2025, all new and existing claims will be managed entirely in-house. We are committed to working closely with all stakeholders, including Gallagher Bassett, to ensure homeowners and stakeholders receive the support they need during this period. Homeowners can contact icare HBCF directly if they have any questions or concerns regarding their claims.
A stronger partnership and a future-focused approach
By taking direct responsibility for claims management, icare HBCF aims to strengthen its operational framework and better support homeowners in New South Wales. This change is also intended to provide long-term stability and improve outcomes for stakeholders.
“This is an opportunity for HBCF to directly manage the homeowner claims process, ensuring a more tailored and seamless experience for our customers. Bringing claims management in-house allows us to focus on what matters most-delivering the best outcomes for homeowners across NSW. We are excited about the future and the chance to further strengthen our partnership with the communities we serve,” said from Parthena Elias, General Manager, icare HBCF.
Acknowledging Gallagher Bassett’s contributions
icare NSW acknowledges the contributions of Gallagher Bassett in managing homeowner claims. Their work has been instrumental in supporting NSW homeowners, and their efforts have laid the groundwork for this operational change.
