Workers insurance claims portal FAQs

icare’s claims portal gives employers and injured workers greater control over the management of their workers compensation claims.

The claims portal is easy to use and allows you to lodge, manage and track the progress of each claim in one central location. It is user-specific, password-protected and linked to employer policy details. The open access claims lodgement page is also still available for employers and workers to lodge their claims.

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.

icare’s claims portal is icare-branded. However, documents attached to individual claims within the portal, such as letters, will feature both icare’s branding and the managing claims service provider’s branding.

Older claims will be progressively transferred to the new portal in stages to ensure a smooth transition and minimum impact for our customers. icare will announce transition dates in due course.

icare’s password-protected claims portal is user-specific and linked to employer policy details.

To register, employers should contact their claims team with the name and email address of their primary policy contact (this is the person who receives policy documentation in their organisation).

We will send them a secure link to register for the claims portal. Once they have created an online account, they will be able to access the portal and invite other members of their team to access it too.

The worker’s case manager can send them a link to register for the claims portal. Then, they will be able to create an online account.

Brokers should obtain approval (i.e. a Letter of Appointment) to register for the claims portal from the relevant employer.

Their 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 them as a user in the portal.

An employer may choose to delegate portal access to a broker. Once an employer allocates a broker to a policy, the broker will be invited to create an account for the claims portal.

Yes, all consultants will need to be initially authorised by an employer’s claims administrator and added as a user to access the claims portal.

After you receive the initial registration email, registration takes a few minutes.

If you have lost your registration email or link, or if you have any other issues registering to use the claims portal, please contact your claims team for assistance.

You can access the claims portal and lodge an injury notification in two ways: 

1. Open access point on the claims portal (You don't need to be registered as a claims portal user to lodge an injury notification here)
2. Secure access point on the claims portal (You need to register as a claims portal user to lodge an injury notification here)

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.

Yes, an employer can still access historical claims data for an injured worker whose employment has ceased. However, only documentation or claims information for the period of employment will be visible. Cost of claims reporting will continue to be provided.

No. Once an employer authorises you to use the claims portal, you can see all claims assigned to their policy.

Any claim lodged on icare's claims portal will be available for viewing within the portal, regardless of which claims service provider is managing your claim.

A consolidated Cost of Claims report can be provided by icare which details all your claims in one place. You can request this report by emailing WIreporting@icare.nsw.gov.au. Both open and closed claims are included. 

icare is working with claims service providers to share data across systems and provide you with a holistic view of claims lodged with that provider.

For information on where to direct your enquiries and correspondence, please refer to the workers insurance contact page.

icare has a team that ensures documents are promptly directed to and handled by the right claims management service provider. This ensures our claims management service providers can effectively support employers from the first point of contact throughout their claims journey. 

You can contact your claims service provider by phone. Please refer to your claims correspondence or the Injury notification page for provider contact information.

Note, if you are a NSW Government employee, you should contact your employing agency directly. Your employer will then communicate with the provider on your behalf.

You can contact us on 13 99 22. You’ll be put in contact with the appropriate person to address your complaint. For more information, please refer to our Disputes and complaints web page.