In 2025 we recognise a significant milestone for our Insurance for NSW (IfNSW) business unit: 20 years of dedicated support for the Treasury Managed Fund (TMF) Scheme. From a small team that quickly grew to 100 people operating from a building still under construction, to a mature portfolio servicing over 50% of the TMF Scheme, EML Group’s journey is one of resilience, innovation and partnership.
A bold beginning
EML first entered the TMF portfolio in 2005, seizing a strategic opportunity to diversify beyond our traditional NSW scheme operations. At the time, TMF was opening up to competition after decades of being managed by a single provider. EML was awarded a share of the portfolio, starting with NSW Health South, Corrective Services, Juvenile Justice, and a few smaller Agencies.
Setting up the new business unit was no small feat, but the team hit the ground running. On ‘go live’ of the contract, we were expecting 20–25 new claims per day, yet we received more than double! In true EML style, the team pulled together to establish and build strong working relationships with the Agencies and shift their focus to our proactive, early intervention model to support their workers recovery and return to work.
Growth through partnership
Fast forward to 2010, EML successfully renewed the contract to continue to manage NSW Health South and was further entrusted with the NSW Police and Fire & Rescue NSW portfolios , a testament to our willingness to step up where others hesitated. With psychological injury claims on the rise and premiums escalating, EML saw an opportunity to make a real difference. “We were really interested in what we could do to help.” says Tamara Sprod, General Manager IfNSW (2005).
This was a turning point. EML’s differentiated approach—lower caseloads, a focus on return to work (RTW), and strategic Agency partnerships—began to deliver real benefit. For the Agencies, this translated to millions in hindsight premium returns, funds they could reinvest in frontline services.
“No one partners with TMF agencies the way we do.” – Matt Rodwell General Manager IfNSW
Delivering meaningful impact
Over two decades, EML has consistently invested in innovation, capability and care. Today, our IfNSW team includes over 383 experts, supporting hundreds of thousands of workers.
As part of the Mutual Benefits Program investment, we’ve committed over $10 million to the TMF scheme to support strategic injury management and risk reduction initiatives.
Highlights of our journey include:
- WISE Protocol for early intervention across NSW Health which delivered improved RTW rates across NSW Health
- Launching pioneering programs like More than a Cop, career transition support for NSW Police officers
Partnering with the Black Dog Institute to fund and refresh the PTSD Expert Guidelines diagnosis and treatment for emergency services workers - Partnering with Phoenix Australia to develop the Recovery After Trauma Guides, a resource to support emergency services workers after a traumatic event
- Implementing the Early Intervention Psychological pilot to reduce treatment delays and improve outcomes
- Embedding our team within large Agencies to ensure tailored, integrated support onsite
- Achieving industry-leading results in claim management, recoveries and worker experience
Setting the standard
EML’s IfNSW team has also led the way in building workforce capability, with standout programs like EML Grow and IGNITE, tailored learning initiatives that upskill our case managers. Our internal Performance Coach works closely with new and existing staff to strengthen capability, and we’re proud to report an average tenure of over four years, one of the most experienced workforces in the EML Group.
This commitment has translated into quality outcomes for customers. icare’s audit results show EML has the highest confidence rating across the professional standards for Claims Service Providers.
Looking ahead
What began as a bold new venture has evolved into a trusted, high-performing business unit with deep experience, unmatched commitment and enduring partnerships across government.
That spirit still drives us today.
As we celebrate 20 years of supporting the TMF Scheme, we thank our people, our partners, and most importantly, the public sector workers of NSW for the opportunity to serve. We remain focused on our mission: helping people get their lives back, and doing it with heart, every step of the way.
