In January 2018, icare launched a new claims management model with EML appointed as the claims service manager.
Improving the claims model and claims management systems is part of our ongoing plan. Continual improvement and supporting our customers is our goal.
We've collected feedback from Net Promoter Score surveys and face-to-face forums. Feedback has helped shape ways for us to improve the customer experience. We're doing this by continuing to enhance the workers insurance claims platform.
Upgrades to our claims platform are now available.
What the latest updates deliver
The updates build on the core principles of the claims management model:
- Consistent service delivery and customer service;
- Achieving positive and sustainable return to work outcomes;
- Getting the right level of support relative to the complexity of the claim; and
- Delivering improved communication and certainty throughout the lifecycle of the claim.
For employers and injured workers, we've improved the existing lodgement portal. The update allows employers and injured workers to follow and manage their claims journey.
In addition, a new back-office platform integrates and streamlines the operational aspects of claims management. This helps our claims advisors and case management specialists support our customers through their entire claims journey.
Benefits for employers
A substantial upgrade to the portal gives you much more control at your fingertips. You can lodge, view and self-manage some tasks related to your workers insurance claims through a secure (i.e. private access) online portal.
Benefits for injured workers (and third parties)
If you are injured at work, you can lodge, view and manage certain aspects of your workers compensation claim online through our portal or by calling 13 77 22.
What is different about the customer experience?
Several changes improve the customer experience through operational enhancements. Automation of routine tasks and better access to customer information allows our teams to spend more time focusing on our customers need and providing the right level of support.
Another key change is to the branding used in claims management. Having consolidated premium management under the icare brand, the introduction of the enhanced platform provides an opportunity to deliver more consistency to customers.
To provide a clearer connection between policy and claims management, all new claims correspondence becomes icare-branded from Monday 4 February 2019.
You'll also see this change in our email and mailing addresses, portal website addresses and outgoing claims correspondence.
The branding change will happen gradually over time as claims are migrated into the new claims system. If you have multiple claims, you'll experience both the icare and EML brand for a short period of time until the claims data migration is complete and all claims are managed on a single platform.
Claims lodged before Monday 4 February 2019
No change. Continue sending your claims enquiries and correspondence to the existing EML contact points.
Claims lodged from Monday 4 February 2019
Send new claims and correspondence to the new icare contact points:
- firstname.lastname@example.org (claims lodgements/enquiries)
- email@example.com (claims correspondence only)
Locked Bag 2099
North Ryde BC NSW
Portal Registration and use — employers, brokers and workers
The open access claims lodgement form is still available for customers to lodge claims.
Employers: We'll send you a secure link to register for the claims portal and create an online account. You will then be able to access the portal.
Brokers and other employer representatives: You'll need to obtain approval to register for the claims portal from the relevant employer. Your customer’s administrator will need to add you as a user in their portal.
Injured workers: We'll send you a secure link to register for the claims portal and create an online account after you lodge a new claim. You'll then be able to access the portal.