icare customer experience

We use a range of metrics, including Customer Satisfaction (CSAT), to understand how we can improve our customer experience.

As the state's social insurer, we are committed to delivering empathetic experiences and fair outcomes for the people and businesses we serve and the community we protect.

Our customers include all those who we protect, insure and care for: injured workers, employers, NSW Government agencies, builders, homeowners, people who are severely injured and their families.

We continuously gather feedback and measure the experiences of those we serve in each of the insurance and care schemes we operate. We use a variety of feedback tools and measure different aspects of the customer experience, to understand how our partners and icare are performing and to identify opportunities for continuous improvement.

Why are we measuring customer experience?

We measure customer experience to:

  • provide our customers with a voice
  • hold icare, our scheme agents and partners accountable for their performance
  • understand where we can improve in our processes and systems
  • measure our continuous improvement programs.

How do we measure customer experience?

One of our key metrics is Customer Satisfaction (CSAT), which we use to measure experiences those we serve have with icare, our scheme agents, and service providers. CSAT is a globally-recognised metric used by organisations, including the NSW Department of Customer Service, to understand the sentiment of those we serve.

From July 2022, CSAT replaced Net Promoter Score (NPS) as our key measurement of customer performance.

What does icare measure?

We use a broad suite of customer measures, including a CSAT metric for each icare scheme, along with measuring other aspects of our customers' relationships with a variety of partners and service providers.

Workers Insurance

Injured Workers

We measure their claims experience with their scheme agent, employer and service provider at varying points through the claims process.

Employers

We measure the claim experience of the employer with the scheme agent and service provider. We also measure the policy and renewal experience an employer will have with the scheme agent and icare.

Insurance for NSW

Injured workers (as part of the Treasury Managed Fund)

We measure the claims experience of agency injured workers with their scheme agent, employer and service provider at varying points through the claims process.

Employer (as part of the Treasury Managed Fund)

We measure the claim experience of the employer with the scheme agent and service provider.

Home Builders Compensation Fund

Homeowners

We measure the claims experience through a varying stages of the process when a homeowner submits a claim against a builder.

Builders

We measure the policy and renewal  process of a builder applying for cover through a scheme agent or icare.

Care

Dust Disease Care and Lifetime Care participants

We survey program participants at regular intervals about their experience with icare.

Health Monitoring participants

We measure the experience of those who visit an icare facility as part of monitoring for Dust Disease Care.