Self Insurance transformation milestone

The first milestone in the icare Self Insurance transformation journey commenced on 29 November.

These changes will help us better manage our government agency partnerships now, and into the future. The first wave of changes is one of five iterative transformation stages, and is focused around three key pillars: accountability, choice and partnership. 

Choice

We’re making improvements to the look, feel and usability of our digital channel. These changes are the first step in our journey to building a true channel choice for our government agency partners.

True to our customer-centric model, we are working with a select group of representatives from government agencies to help us design a digital channel tailored to agency needs, through a co-design framework.

Accountability

We’re creating a direct, accountable relationship with our agency partners by initiating the transition of policy and billing in-house, starting with hindsight adjustment process in December 2017. We are also lifting our capability to connect directly with agencies and provide continuity of customer service through a gradual rollout of our new CRM, Salesforce.

Partnerships

We’re scaling ourselves to provide elevated partnerships with government agencies and providers.

After a long-standing, positive partnership with Suncorp Risk Services, we will transition our risk services in-house, to build more robust relationships with agencies.

We’re also in the process of establishing a new approach to claims, along with a General Lines partnership.

Iterative change

We have designed our transformation to rollout in stages. This will allows government agencies to adjust to the changes, and to work with us to ensure optimal outcomes.

Want to know more?

If you would like to find out more information about how Self Insurance is changing email us at clientservices@icare.nsw.gov.au

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