NSW insurer icare has started publishing a range of data on the performance of claims management in the workers’ insurance scheme in NSW, as part of its commitment to creating a fairer and more transparent workers’ insurance scheme for employers and injured workers.
The published data covers key metrics on claims performance, including return-to-work (RTW) rate, the timeliness of liability decisions, the number of active claims and claim payments each month, and the Net Promoter Score, which measures the customer experience with icare.
According to icare’s latest monthly data, the NPS for employers has continued to improve over the past four months in the workers’ insurance scheme; while its RTW rate of 26 weeks after the injury date stood at a stable 79%, despite challenges on the insurer’s new claims management operational model.
The data also highlighted a slight increase in the number of active claims from May to July. This reverted back to more normal levels in August and is expected to continue to fall in the coming months. icare said the fluctuation was due to normal seasonal differences and a backlog in payments that occurred after the challenges of a major technology upgrade in February this year.
“We will continue to update monthly data on our website and publish articles that help explain our claims management performance,” icare said. “A better understanding of this claims management data provides our stakeholders with greater transparency into the performance of the workers’ insurance scheme in NSW.”
