What is icare’s workers insurance claims portal?
icare’s secure claims portal gives employers and injured workers greater control over the management of their workers compensation claims. The portal is easy to use, allowing you to lodge and manage claims and follow the progress of each claim in one central location.
When can I use the new portal?
The new claims portal was launched in February 2019.
Why is icare launching a claims portal?
icare is constantly looking at improving return to work outcomes for injured workers in NSW. The claims portal has new functionality and other benefits and will greatly improve the claims management experience for employers and injured workers.
What can I use the claims portal for?
The claims portal provides greater control over claims management, including secure registration and the ability to:
- Lodge and view each claim
- Immediately generate claim numbers
- View and manage wage and medical payments
- View injury management plans and upload return to work plans
- Administer your teams and control their access to the portal
- View help articles and other resources
Do I use the EML or icare portal for claim lodgements?
The EML claims portal 'emlicare.com.au' will be redirected to the icare claims portal. New claim lodgements can be made via the icare claims portal. There are two entry points to the new claims portal:
Is the current process for lodging a new claim the same?
The current open access claims lodgement will still be available for you to lodge claims from.
Why can’t I see all my claims?
Initially the claims portal will show data related to new claims. Claims data will be progressively transferred to the new portal in stages to ensure a smooth transition and also to gather customer feedback along the way.
Claims Portal and Claims Lodgement
How do I register for the icare claims portal?
We will 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 will 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.
How do employers provide brokers with access to the claims portal?
The employer’s claims administrator will add you as a user in their claims portal which allow you to log in, view claims information and track the status of a claim.
Is separate approval required from an employer for each claim?
Once you have been authorised to use the claims portal by an employer, you can see all claims assigned under the relevant policy.
Claims Portal Registration
When will claims all be on the same system?
We’re planning to complete data migration of all open claims lodged with EML since January 2018 to the new platform later in 2019.
Claims lodged with other agents or lodged before January 2018 will transfer to the centralised system over time, however exact dates are still to be confirmed.
What happens if I want to speak to someone about my claim instead of looking on the portal?
Self-service options give you the opportunity to manage things yourself without contacting icare. You can still contact a claims advisor or your claims management specialist to discuss your claims.
You can call us on 13 77 22 or the phone number on your claims correspondence. You can also send contact requests via the portal.
How do I get a consolidated claims view if I have claims in different systems?
Claims reporting will continue as at present. We are working to improve claims reporting in the coming year.
Do I have to use the new forms to submit information?
The new forms are designed to support the straight-through processing of information submitted. This helps expedite the management of a claim. However, existing forms will still be accepted.
What locations are you operating from?
icare supports regional employment. The support and claims teams are in Newcastle, Sydney CBD, Paramatta, Wollongong and Gosford.
Is icare planning to manage claims in-house?
No. EML will continue to be icare's appointed claims management service provider.
Will I have the same case manager as before?
We know that it is important to avoid changes when you have a dedicated case manager and we'll try to avoid this. During the year some claims may transfer between case managers to help distribute our workload effectively or as case managers move roles.
Will I have a dedicated Account Manager/Client Service Manager?
Account management will continue in the same way as it operates today.
Who can I talk to if I have a complaint about the service I receive?
You can contact us on 13 99 22. You’ll be put in contact with the appropriate person to address your complaint.
Are there any changes to complaints and dispute handling?
Management of disputes and complaints changed with the Workers Compensation Legislation Amendment Bill 2018, assented on 26 October 2018. The State Insurance Regulatory Authority (SIRA) is coordinating the implementation of the bill including (among other things) changes to the way disputes and complaints are managed. icare will continue to provide a complaints team and a disputes team who manage complaints from all customers and review decisions made by Scheme Agents. More information will be provided as it becomes available.
Will my claim be delayed if I send documents to the wrong address/email?
We’ll redirect mail/emails to the appropriate teams when sent to an old address. However, please use the updated contact details as this will help expedite action on your documents.
Will this investment in technology drive up premiums?
The technology updates provide greater efficiency and greater transparency for our customers. We've kept premiums stable for five years.
Can I move my claims from EML to GIO/Allianz?
What impact will the Official Disability Guide (ODG) have?
icare is using the ODG tool to support decision making about the approval of medical treatment. By using this tool icare can make faster decisions on treatment, where it is appropriate, for the type of injury that has occurred.
What is happening with workplace rehabilitation and other service providers? (Can we nominate our own?)
If an employer or worker has a preferred rehabilitation provider, we’ll continue to support referral to that provider. If you do not have a preferred provider we'll choose a provider who matches your needs (experience, location) most closely.