Changes to Workers Insurance claims management

If your claim is currently managed by Allianz, it may be transferring to GIO or EML.

icare Workers Insurance is making changes to the way claims are being managed. 

On 10 May 2018, we announced that icare Workers Insurance is set to continue with the implementation of the claims model with the transition of Allianz from their current role.

This will enable an enhancement to claim service under icare’s customer-focused service model by transferring current open and closed claims from Allianz within the NSW Workers Compensation Scheme.

This message builds upon customer improvements announced in 2017, which, through the capacity of our experienced transition partners, EML and GIO, aims to deliver expertise and quality outcomes for employers and injured workers.

This means that there may be a change in who manages your claim. If your claim is currently managed by Allianz, it may be moved to either GIO or EML. These changes will happen gradually throughout the second half of 2018, so there is nothing you need to do right now. We’ll keep you fully informed every step of the way and we will be in touch with you before your claim is transferred to let you know who your new service provider will be. 

    Employer FAQs

  • Who is icare Workers Insurance?
    icare Workers Insurance protects, insures and cares for over 290,000 employers and 3.3 million workers in NSW. icare Workers Insurance supports the long-term care needs of your workers to improve quality of life outcomes, including helping people who have had an injury return to work. In addition, we manage your corporate workers insurance policy. 
  • What changes are happening?
    icare Workers Insurance is making changes to the way claims are managed. These changes resulted in the transfer of claims from Allianz to EML or GIO and an improvement in the way workers compensation services meet the increasing needs of employers, workers and the healthcare system. 
  • What does this mean for employers?
    There has been a change in who manages workers’ claims. We have commenced the process of progressively transferring claims from Allianz to a new claims service provider.
  • Can I choose to move my existing claims to my claims service provider of choice?
    No. icare Workers Insurance is transferring Allianz claims to one or more of its experienced transition partners, EML or GIO.
  • Does my worker with injuries know this is happening?
    Yes, icare Workers Insurance and Allianz informed by mail all impacted workers whose open claims were transferred. You can download a sample of the letter your employees received from icare Workers Insurance at the bottom of this page. Allianz have contacted all impacted workers with claims transferring to inform them who their new claims service provider will be.
  • Who will take care of my workers' claims?

    Workers’ claims will continue to be managed by Allianz until they are transferred to the new claims service provider. Allianz will be in touch with you prior to claims being transferred to confirm who your new claims service provider will be and when claims will be transferred. After the transfer of the claim is complete, your new claims service provider will send you a letter informing you who your new Case Manager is.

    Rest assured that no matter how simple or how complex a claim is, icare Workers Insurance will make sure that the care workers receive will continue seamlessly. Any payments and medical treatments that your employees have been receiving will continue as usual.

  • What types of claims will be part of the transfer?
    The transfer involves both closed and open claims.
  • Does this change apply to me if my workers' claim was closed immediately before the transfer date?
    Yes. Even recently closed claims will still be transferred. This is necessary in case your worker will need to re-open the claim for their injury.
  • What should I do now?
    Nothing. We’ll keep you and your employees fully informed every step of the way and Allianz will be in touch with you prior to claims being transferred.
  • How can I provide feedback?
    You may be contacted by an independent company approved by icare about your claim transfer experience. We encourage your feedback as this will enable icare to improve customer experience and deliver better outcomes for all customers within the NSW Compensation Scheme.
  • I'd like to talk to someone. Who should I contact?

    Please refer to the letter you received from Allianz to find your date of transfer.

    Before this date, please continue to contact your employee’s current Allianz Case Manager. If you are unsure who that Allianz Case Manager is, please call Allianz on 1300 130 664

    After this date, please contact their new claims service provider, at either GIO or EML.If you haven’t received a letter from Allianz yet, please continue contacting your current Allianz Case Manager.

    If you have more general questions about the claims transfer process, please call icare Workers Insurance on 02 8378 0508. Our dedicated transition team is available to take your call from Monday to Friday between 8:30am and 5pm Monday to Friday, excluding public holidays.

    Employee FAQs

  • Who is icare Workers Insurance?
    icare Workers Insurance protects, insures and cares for over 290,000 employers and 3.3 million workers in NSW. icare Workers Insurance supports the long-term care needs of your workers to improve quality of life outcomes, including helping people who have had an injury return to work.
  • What changes are happening?
    icare Workers Insurance is making changes to better meet the needs of workers, employers and the healthcare system. We’re also making changes to the way claims are managed. These changes will result in the transfer of claims from Allianz to EML or GIO.
  • What do the changes mean for employees?
    There will be a change in who manages your claim. We've commenced the process of progressively transferring claims to a new claims service provider. Allianz will have contacted you to confirm when is your claim being transferred and who your new claims service provider will be.
  • What is a claims service provider?
    Claims service providers are organisations appointed by icare Workers Insurance to manage claims under the NSW Workers Compensation Scheme. icare has selected EML and GIO to receive claims from Allianz in 2018.
  • Can I choose to move my existing claims to my claims service provider of choice?
    No. icare is transferring Allianz claims to one or more of its experienced transition partners, EML or GIO.
  • Who will take care of my claim?

    Workers’ claims will continue to be managed by Allianz until they are transferred to the new claims service provider. Allianz will let you know in advance when your claim will be transferred and who your new claims service provider will be. After the transfer of your claim is complete, your new claims service provider will send you a letter informing you who your new Case Manager is.

    Rest assured that no matter how simple or complex a claim is, icare Workers Insurance will make sure that the care you receive will continue seamlessly. 

  • Does my employer and doctor know this is happening?
    Yes, we’ve also been in touch with employers, treating doctors and/or medical service providers. When you receive your confirmation letter from Allianz, it is recommended you take this letter with you to your upcoming appointments, so doctors and medical providers are reminded when to start sending invoices to your new claims service provider.
  • Will I be sent for a new medical assessment?
    No. You will not be sent for a medical assessment due to the transfer of your claim to a new claims service provider. Any decision made about your claim will be carried over to your new claims service provider. You do not need to reapply for anything that has already been approved and any payments and treatments you have been receiving will continue as usual.
  • Will my claim number change?
    No. The claim number you are currently using will remain the same after the transfer.
  • What types of claims will be part of the transfer?
    The transfer involves both closed and open claims.
  • Does this change apply to me if my workers' claim was closed immediately before the transfer date?
    Yes. Your recently closed claim will still be transferred. This is necessary in case you will need to re-open your claim for the injury.
  • What should I do now?
    Nothing. We’ll keep you and your employer fully informed every step of the way and Allianz will be in touch with you prior to claims being transferred.
  • How can I provide feedback?
    You may be contacted by an independent company approved by icare about your claim transfer experience. We encourage your feedback as this will enable icare to improve customer experience and deliver better outcomes for all customers within the NSW Workers Compensation Scheme.
  • I'd like to talk to someone. Who should I contact?

    Please refer to the letter you received from Allianz to find your date of transfer.

    Before this date, please continue to contact your current Allianz Case Manager. If you are unsure who your Allianz Case Manager is, please call Allianz on 1300 130 664

    After this date, please contact your new claims service provider, at either GIO or EML. If you haven’t received a letter from Allianz yet, please continue contacting your current Allianz Case Manager.

    If you have more general questions about the claims transfer process, please call icare Workers Insurance on 02 8378 0508. Our dedicated transition team is available to take your call from Monday to Friday between 8:30am and 5pm Monday to Friday, excluding public holidays.

    Nominated treating doctor and healthcare provider FAQs

  • What changes are happening?
    icare Workers Insurance is making changes to the way workers compensation claims are managed in NSW. These changes will result in the transfer of claims from Allianz to EML or GIO and an improvement in the way workers compensation services meet the increasing needs of employers, workers and the healthcare system. 
  • What does this mean for doctors and healthcare providers?

    If you have been involved in providing treatment or other medical services to a claim that is being transferred, there will be a change who you should be communicating with about the worker’s claim, treatment, return to work and payment of accounts.

    Please note we have also sent a letter to the worker and their employer advising them of the transfer. After the transfer is complete, your patient will be informed of who is their new Case Manager. Following the claim’s transfer to GIO or EML, please contact the new Case Manager for information about the worker’s claim, treatment, return to work and payment of accounts.

  • Who should I contact to discuss a worker's treatment?

    Please refer to the date of transfer in the letter that you received from Allianz.

    Prior to the transfer of your patient’s claim, you should continue to contact their current Case Manager at Allianz to discuss treatment and issue reports and invoices.

    After the date of the transfer in the letter from Allianz, please contact the worker’s new claims service provider, either GIO or EML, as per the letter. If you have not yet received a letter from Allianz, please continue contacting your patient’s current Allianz Case Manager.

  • How will I know if and when my patient has a claim that is transferring?
    If you have been involved in a claim that is transferring from Allianz to GIO or EML, you will receive written correspondence from Allianz in the weeks prior to transfer to advise of the transfer date and contact details for the new claims service provider.
  • Will appointments and services approved by Allianz remain valid?
    Yes, appointments and services that have been approved by Allianz will remain valid even if the claim for the worker you are treating is transferred to GIO or EML.
  • Where should I send invoices BEFORE the transfer period?
    You should continue to contact the worker’s current Case Manager at Allianz to discuss treatment and issue reports and invoices.  
  • Where should I send invoices AFTER the transfer period?
    From the transfer date, please ensure that all invoices are addressed to GIO or EML and include the Nominal Insurer ABN 83 564 379 108.  
  • What happens if I send my invoice to incorrect provider by mistake?

    We have made arrangements to ensure mail and other communications are redirected if sent to the incorrect claims service provider.

    Please continue to ensure you include the worker’s claim number on all invoices and correspondence to ensure the invoice reaches the correct claims service provider as quickly as possible. 

  • I'd like to talk to someone about the claim transfer process

    If you have general questions about the claims transfer process, rather than a question related to a particular claim, please call icare Workers Insurance on 02 8378 0508. Our dedicated transition team is available to take your call from Monday to Friday between 8:30am and 5pm Monday to Friday, excluding public holidays.