Workers Insurance claims portal features and benefits

Enhancing icare claims support

Launched in early 2019, icare’s claims portal gives employers and injured workers greater control over the management of their workers compensation claims. It allows them to lodge, manage and track the progress of each claim in one central location.

The claims portal helps case managers and case management specialists to support customers effectively, from the first point of contact and throughout their entire claims journey. icare continues to upgrade and enhance the portal to help improve operations and the overall experience of customers and injured workers. 

Visibility of claims in the portal

The following claims are/will be visible on icare’s claims portal:

  • all claims lodged with EML from 4 February 2019
  • all claims lodged with QBE from 1 May 2020
  • all claims lodged with GIO from 1 October 2020
  • all claims lodged with Allianz from 1 October 2020.

Some claims lodged with GIO or Allianz between 1 August 2020 and 1 October 2020 may also be visible on icare’s claims portal, depending on when the employer began using icare’s system.

Historical claims data will be progressively transferred to the icare system over time. Until then, employers and workers should continue to view and manage their older workers compensation claims through the managing claims service provider’s system.

How to register as a claims portal user

Our password-protected claims portal is user-specific and linked to employer policy details. Here’s how to register:

Employers

Please contact your claims team with the name and email address of your primary policy contact (this is the person who receives policy documentation in your organisation). They will send them a secure link to register for the claims portal. Once your policy contact has created an online account, they will be able to access the portal and invite other members of their team to access it too.

Injured workers

If you wish to view your claim on the portal, please contact your case manager and ask them to register you as a user. Your case manager will send you login instructions via email and help you to complete the registration process.

Brokers and other employer representatives

To register for the claims portal, you will need to obtain approval (i.e. a Letter of Appointment) from the relevant employer. Your customer’s administrator (that is either the primary policy contact person or any other members of their team that they have given admin access to) will need to add you as a user in the portal.

Benefits for employers

Our claims portal enables you to lodge, view and undertake some tasks related to your workers insurance claims through a password protected portal that has:
  • Self-service

    As an employer, you can use the online self-service portal to:

    • Administer your claims team access for example add new users, edit user access and remove users
    • Manage your organisation's details for example portal log in details and accessibility
    • View correspondence sent to you
    • View up to date claim details (including liability status) and make claim enquiries
    • View and upload Return to Work Plans
    • View Injury Management Plans
    • Upload other claim related documents and view any documents you have uploaded
    • View treatment approvals and how many have been paid to date
    • View past payments and reimbursements made to you
    • Request a new medical reimbursement
    • Request a wage reimbursement
    • Notify changes to average weekly earnings.
  • Account and user management

    Claims administrators have access to all the policies within the portal relevant to your company. This means claims administrators can easily assign policies to other members of your company through the ‘Manage your profile’ tab by clicking on ‘Your team.’

    If you’re a claims administrator, you can add and remove users at a policy level. This means changes to personal information may only be made by the relevant user.

  • View payments and request reimbursements

    You will see when wage reimbursements and payments for treatments and other expenses have been made to you.

    The ‘Wage payments’ section enables an employer to:

    • View wage-related reimbursements and payments made for treatments and other expenses
    • Notify icare of changes to average weekly earnings
    • Request a new wage reimbursement.

    The ‘Medical and other payments’ section enables an employer to:

    • View medical payments that have been made to you
    • Request a new medical or other reimbursement.
  • Return to work

    As an employer, under the ‘Health and Recovery’ section of the portal, you can plan for an injured worker’s recovery by creating and uploading a new Return to Work plan, or viewing the existing plan.

    The Return to Work Plan includes information such as recovery goals and suitable work duties the supervisor details. It is developed in consultation with the worker, treating medical practitioner (and rehabilitation provider, where required).

    As an employer you can view and keep track of the injured worker’s Injury Management Plan within the ‘Health and recovery’ section of the portal. The Injury Management plan provides an overview of recovery and return to work goals relevant to the claim and provides an outline of treatment, services and strategies in place to progress towards these goals.

    The Injury Management Plan helps identify the overall return to work goals and outlines all treatment and services that have been approved. It also provides details on any actions to be completed by stakeholders to ensure a particular goal is met.

Benefits for workers

If you are injured at work, you can lodge, view and manage your new workers compensation claim online through icare’s claims portal or by calling 13 77 22.

Note: If you are a NSW Government employee, please contact your employing agency directly. Your employer will lodge an injury notification on your behalf. Learn more about making a claim as a NSW Government employee.

  • View and manage your claim via a self-service portal

    The claims portal makes it easier to manage your claim from the moment you notify us of an injury.

    You can view your health and recovery plans, use our online self-service options to update your details, claim pre-approved expenses and view correspondence.

  • Notification of injury

    You don’t need to take time off work or require medical treatment to report an injury. You can lodge what’s called an injury notification and have the incident on record. Upon lodgement, you will be provided with a seven-digit claim number.

    After notifying us of an injury, both you and your employer will receive a phone call to ensure we have all the relevant information we need and to explain the next steps in the process. You will also be invited to register for the self-service portal during this call.

    The claim number provided at notification can be used when visiting your nominated treating doctor (NTD) and other treating providers when seeking treatment for your injury.

    Learn about notifying us of an injury or making a claim

  • View and update your claim details

    When you notify us of an injury, we'll provide you with an opportunity to create an online account to access our claims portal. You can then use our online claims portal to:

    • View up to date claim(s) information, including liability status
    • View correspondence sent to you
    • Update your contact details
    • Update bank account details for reimbursement
    • Request reimbursement of medical or travel expenses
    • View payments made to you
    • Make claim enquiries
    • View and download your Return to Work Plans
    • View Injury Management Plans
    • Upload and view certificates of capacity
    • Upload other relevant claim-related documents and view anything you have uploaded
    • Submit a general request for information
    • Change your password and set your accessibility settings and preferences.
  • Track your claims progress

    Once your claim has been assessed, a case manager will contact you to discuss the next steps.

    If you have registered for the claims portal, you can view your claim’s progress.

  • Request a reimbursement

    Within the medical and other payments section of the portal, you can request a reimbursement for any expenses related to your claim, including pre-approved medical treatment and other costs.

    You can also provide copies of your receipts for reimbursement by loading them into the portal.

  • Track your health and recovery journey

    To facilitate a healthy and safe return to work, you can view your return to work plan online under the ‘Health and recovery’ section.

    Your Return to Work plan includes information such as recovery goals, suitable work duties and your supervisor’s details.

    The Return to Work Plan is often developed by the employer or a rehabilitation provider in consultation with yourself and your nominated treating medical doctor (NTD). Your employer will help facilitate a coordinated return to work.

    The claims portal also enables you to view and keep track of your Injury Management Plan, helping you plan and coordinate your treatment rehabilitation and re-training where required.

    The Injury Management Plan helps you identify your approved treatments and services, helps track your goals and achievements and allow you to request a new reimbursement. You can also be notified of any actions to be completed that will help you reach your goals.