Workers Insurance Suth ther erland Shire re Busines ness Chamber er Speakers – Gerard Foley & Greg Larkin October 2017
icare – Who are we? Bef efore I Sep Sept 2015 Department of Finance, Services and Innovation Entity Brand Identity WorkCover Lifet etime e Dust st NSW Self Service Lines Authority Care e & Disea seases es Insurance Corp. Providing Suppor ort Board Services For Author orit ity Workers s Comp. p. NSW W Self Insurance (incl. Sporting Insurance Injuries) s) Corp. p. Workers s Comp. p. Regulation Builde ders Warranty Work Health & Safety 2
icare – Who are we? icare no now del elivers all ins nsurance and nd care ser ervices. icare (Insurance & Care NSW) Entity Brand State Insurance Regulatory Authority (SIRA) A) Identity Motor Workers Home Accidents Comp. Building Authority Regulation Comp. Service Lines Providing Home me Dust st Lifet etime e Care e NSW Self Worker ers Regulation Services For Building Disea seases es & Support Insu surance Comp mp. Comp. Fund Author orit ity Author orit ity Corp. Insu surance (incl. Spor orting SafeWork NSW Injuries) es) Work Health & Safety 3
Did you know? 3.3m 300k 94% Workers Policies 62,000 1.82b 48% Claims Medical Claims Only Paid 4
Why are we changing? Complexi xity of too many Feedback ck from multiple e agents sources Incon onsi sist stent t & Lack k of scale Confl flicti ting Law & Justi tice NPS Surve veys Voice of the Customer NPS S : + +19 19 Lack k of insigh ght 5
What is Net Promoter Score (NPS)? We use net promoter score (NPS) to measure customer and stakeholder satisfaction, and gain valuable feedback which we use to continually improve our service. Detractors Passive Promoters 0 1 2 3 4 5 6 7 8 9 10 = - Net Promoter Score %Promoters %Detractors 6
What are our customers asking for? Faster claims Better Better processing times customer communication service Greater Faster Seamless employer response integration of control time systems 7
What are we working towards? Schem eme that facilitates es retur urn n to work / life fe Part rtner ers as extens ension on of icare re Stra raight ht thro roug ugh h proces essing ng where ere possible Resour urces es attend ending ng to claims in need Empow ower ered ed custo tomers ers Empathet thetic custo tomer er servi vice 8
Our new claims service model 9
Our return to work and claims model? <1% 7% 7% 18% 75% 10
A small employer Jacob, a small gym owner, has a low number of employees and a limited knowledge of the scheme or what it’s for; he’s never had a claim so WI is more of a statutory cost to him with little value. He doesn’t even bother to try to understand the premium calculation, it’s far too complex. Benefi fits s of icare’s new Servi vice ce Model el • Claims s will be much simpl pler r to lodge • The process will be quicker, relieving my employee of undue worry • I can see what’s going on, and (within reason) where we are at any time on the portal • The communications I receive are simple and easy to understand • Autom tomati tic treatm tment t approva proval means s my empl ploy oyee gets s the care re they need • I can manage it all on my own if I want 11 11 Presentation title goes here - 14/01/2016 • I can call the conta tact t centre tre if I want t to speak k to someon one
What’s Changing? Aug Sep Oct Nov Dec 2018 2017 2017 2017 2017 2017 Policy Holder / Elected Claims Agent CGU GIO QBE GIO EML GIO Allianz EML • In late 2018, icare’s new claims portal will be launched and used by EML 12
A snapshot of the Shire - Employees • There are approximately 55K-60K employees protected in the Sutherland Shire each year. 13
Claims Experience • Claims per 1000 employees has been steady at 15 with 2016 yet to mature • On average about 800 claims are reported per year. 14
Claims Experience • Traumatic joint injuries were the most prevalent injury followed by wounds and lacerations 15
Claims Experience • Construction, manufacturing and wholesale industries report more than half of all the injuries reported in the Sutherland Shire. 16 16
Summary • icare now delivers all insurance and care services. • Regulation of the scheme resides with the State Regulatory Authority (SIRA). • icare covers more than 3.3Million workers in NSW. • New claims will transition to the main service provider EML by 31 st December 2017. • Open claims will continue to be managed by GIO, Allianz and EML. • icare is changing its claims service model to better meet the needs of employers and employees. • This new claims model will provide greater alignment of care and support to where they are needed. • A strong focus on lowering return to work timeframes and injury prevention aims to reduce claims costs and lower premiums. 17
Questions 18
Recommend
More recommend
