The results are in and EML has once again set the standard in the NSW workers compensation scheme
Over the past two years, the NSW workers compensation market has become more competitive. Today there are six Claims Service Providers managing claims on behalf of icare. But competition only matters if it drives better results – and that’s where EML stands apart.
‘As the trusted leader in claims management in NSW, we are driven by excellence and continuously improving. At EML, we genuinely look forward to icare publishing the performance data each quarter.’’ Matthew Vickers, General Manager, SME and Specialty.
icare’s 30 June 2025 Claims Service Provider performance data is now available
On Thursday (28 August 2025), icare published their latest comparative performance reporting and EML remains the only Claims Service Provider meeting, or exceeding, its contractual target across the three critically important return-to-work measures.
‘We have now seen seven quarterly comparative performance reports and EML has consistently led the way on key performance metrics, demonstrating the high standards of service we deliver for the employers and injured workers we support.’ Katie Giddins, General Manager, NI Corporate.
Not only are we the only Claims Service Provider to be meeting or exceeding our contractual targets, on an absolute basis (no adjustment for our portfolio make-up) we are ranked:
- #1 for the 13-week return to work measure
- #1 for the 26-week return to work measure
- #1 for the 52-week return to work measure
- #2 for the 13-week working rate measure (working rate includes no-time loss claims).
We also continue to perform strongly in terms of customer satisfaction and across the compliance metrics, which is a testament to our culture of doing what must be done, when it needs to be done.
Importantly, we have the lowest average case load in the workers compensation scheme as at June 2025, with only 39 claims per person on average. This allows our case managers to spend more time delivering outstanding service to our customers and compassionate care to their people.
‘What these strong results show is that we are genuinely helping people get their lives back, whilst also contributing positively to scheme performance and sustainability.’ Matthew Vickers, General Manager, SME and Specialty.
We’ve been specialising in personal injury claims management for over 115 years. These latest results demonstrate our commitment to driving faster recovery, reducing claim costs, and delivering the best possible outcomes for NSW employers and their people.
FAQs
What are Claims Service Provider comparative performance metrics?
- icare contracts Claims Service Providers to manage workers compensation claims on behalf of the NSW Nominal Insurer.
- Over the past two years, the NSW workers compensation market has become more competitive with more Claims Services Providers entering the market.
- icare began releasing quarterly performance data on the six Claims Service Providers to ensure that employers eligible to choose their provider have ready access to key information to help them make an informed choice regarding which provider best suits the needs of their business and workers.
- To find out more about performance metrics and what they mean, take a look at our icare’s website and you may also find our EML NSW in Focus for 2025 a helpful resource.
Why are Claims Service Provider quarterly performance results important for NSW employers?
- The Nominal Insurer monitors Claims Service Provider performance to ensure a high and consistent standard of service is being delivered and to continue to improve return to work outcomes.
- The NSW workers compensation scheme is designed to assist injured workers to return to full participation in work and life. Evidence indicates that the faster a worker returns to work in some capacity, the greater their chances are of making a full recovery.
- As an employer, it’s important to understand how icare, as our contract provider, is reporting both our and the scheme’s performance.
- This information is also provided to help employers who are eligible, choose a Claims Service Provider that meets the needs of their business and their people.
- Return to work rates aren’t just about compliance. The best way to reduce premiums – beyond preventing injuries – is to minimise claim duration and cost, through durable return to work.
Where can I find the Claims Service Provider comparative performance data released by icare?
- You can access the comparative performance data through icare’s website: Claims Service Provider Performance | icare.
Why should I choose EML as my Claims Service Provider?
- We are the experts in personal injury claims management with 115 years of experience and over 1,400 professionals supporting employers, and their people, across NSW.
- In addition to outstanding workers compensation claims management services, even if you never make a claim, as a customer, you receive complimentary access to a range of benefits through our Mutual Benefits Program.
- Visit our employer page for more information on our services.
- You may also be interested in our recent Recovery Pathways Program video series showcasing how we’re supporting NSW employers better manage psychological claims involving interpersonal conflict.
How can I choose EML as my Claims Service Provider?
- As of 30 June 2025, employers who have an Average Performance Premium (APP) of $100,000 or more or are part of a group with a Group Average Performance Premium (GAPP) of $100,000 or more are eligible to choose their Claims Service Provider.
- If you are an eligible employer you can select EML as your Claims Service Provider on your annual policy renewal date. Information regarding the process will be provided to you before your renewal date however, you can contact your claims team on 133 365 or email our NSW State Relationship Manager Laura Ulrick to discuss.
