Making icare services more industry-relevant

We're changing the way we engage with our customers, one industry at a time.

Two men in safety wear discuss a project in a factory setting.

We’re focused on providing targeted services to the more than 310,000 NSW businesses who come to us for workers compensation insurance.

That means understanding what makes them tick. One of the most crucial aspects that defines an organisation’s workers compensation needs is the industry they belong to.

Aligning towards industry needs

Group Executive Prevention and Underwriting, Andrew Ziolkowski, explained that the way icare aligns to employers is shifting towards their industry.

“An employer’s industry has a massive bearing on what they need from their workers compensation insurance," he said.

“For example, a large construction business with a largely subcontracted workforce spread across multiple work sites performing dangerous physical tasks has dramatically different needs compared to a similar-sized financial services business with more permanent workers performing sedentary tasks in a limited number of office sites, " said Andrew.

“Their workplace risks are different, the nature of their injuries is different, the relationship to their workforce is different and their return-to-work paths are different – all of which means their workers compensation needs are different."

“We’re recognising this fact by changing our employer engagement program to provide services that are more relevant and aligned to industry lines,” said Andrew.

Highest leading claims

Around 130,000 of icare’s employer customers operate in one of four high-risk industries that together made up around 54 per cent of the scheme’s claims made last year:

  • manufacturing
  • construction
  • health and community services
  • transport and storage.

Building engagement with industry

If you work in one of these industries, you can expect to see some changes in the way that you’re serviced in the second half of this year. This will be the starting point for extending an industry-based approach to other areas next year and beyond.

For larger employers in these industries (and those with specific needs), we’re introducing a more specialised approach to providing advice and assistance.

We’re currently building engagement teams made up of account managers with expertise in both workers compensation and each relevant industry. These teams will provide selected employers with access to a range of advice and services to help them manage their workers compensation and deal with any issues they may be experiencing. 

Providing adequate resources to industry

We’ll provide online self-help resources on workers compensation topics, which will be freely available to all NSW employers. 

Starting with the four industries, the resources will cover a range of relevant issues, from claims management through to injury prevention. They will include data visualisation tools, calculators, document templates, reports, best-practice case studies and knowledge articles. 

Andrew said the account management and online changes are the start of icare’s journey towards providing more customised and relevant services for employers.

“We’re confident that these initiatives will deliver more value to NSW businesses. But we’re looking to push further and deliver more relevant services as we gain a more sophisticated understanding of our market segments,” he said.

“For example, we’re beginning to explore some of the ways that the capability and size of our employers interacts with the industry they operate in."

"Once we have a better picture of this, we can really start to drill down into our customers’ needs and build even more relevant products and services for them.”

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