Claims management and return to work support

We work with injured workers and their employers to ensure that every injured worker receives the right treatment and support at the right time. 

Each year about 60,000 people are injured at work across NSW businesses and in the public sector. Of these, 93 per cent are expected to return to work in some capacity, whilst the remaining workers are unlikely to return to work due to their injury. 

We are dedicated to building a fairer and more sustainable worker insurance scheme:

We have made changes to the claims model, implemented technology for better service and data insights, delivered improvements to disputes resolution and we have introduced the Medical Support Panel to facilitate faster decision-making on treatment options.

We are continuing to improve the way our systems and our people work together to ensure injured workers get the level of care and support needed, regardless of the complexity of their claim. 

Our role, together with our scheme agents, is to guide and support employers and workers to achieve the goal of returning to work. We do this by consulting, collaborating and communicating with all stakeholders throughout the life cycle of the claim.

Return to work support

It’s in everyone’s best interest to help injured employees recover at work or return to employment as soon as their recovery allows. For assistance with the process, visit our Return to work resources and programs page.

Employer obligations

Employers are are obligated to help an injured employee continue or return to work as part of their recovery from injury or illness. For more information refer to:

‘Micro employers’ whose basic tariff premium is less than $30,000 may be eligible to take advantage of the State Regulatory Authority’s return to work assist program.

Disputes resolution

We have made changes to how disputes are managed on new claims lodged on or after 1 January 2018 which allow faster resolution of disputes and a better experience for employers and workers. Under these changes, we play a more active role in overseeing and managing disputes in their early stages. If you’d like to know more, go to How to lodge a dispute.

Specialised care

The icare workers care program was introduced to improve the delivery of treatment and care services to people who are severely injured at work. Claims management specialists will contact us if the workers’ injuries meet the criteria for the workers care program.