Workers - NSW Nominal Insurer (icare)

If you are injured at work, it’s important to tell your employer immediately. They should provide first aid if it’s appropriate, and help you seek medical treatment. Your employer should also notify us about the incident within 48 hours.

You or your representative may also report the injury or make a claim using one of the methods below:

icare’s online portal: Preliminary information | icare (nsw.gov.au)

Phone: 133 365 (Monday to Friday 8:30am – 5:00pm, closed public holidays)

Download the Injured Person Lodgement form (PDF) and email: emlnewclaims@workerscomp.nsw.gov.au

To make a claim, you need to provide medical evidence that you suffer from an injury or illness as a result of your employment. 

If you need time off work to recover from your injury, see a doctor and ask them to complete a Certificate of Capacity (see below).

Keep any bills or receipts for treatment and please contact us on 133 365 to confirm if your treatment requires pre-approval.

Claim number

When your injury has been reported, we will give you a claim number (sometimes referred to as a reference number). This number will appear on all correspondence relating to your claim. Please note down this number and quote it to your doctor and any treatment providers.

Contact

Within 3 business days of being notified of your injury, your dedicated case manager will call you, your employer, and if necessary, your doctor. During this phone call, your case manager will introduce themselves, gather more information about yourself and your injury, and see how they can best support your recovery. They will also provide you with their direct phone number and email address so you can contact them directly.

Within 7 calendar days of being notified of your injury, your case manager will provide further information about what wage payments you may be entitled to if you need time off work or are working reduced hours. They will also explain what medical or rehabilitation services you are entitled to, as well as the next steps to be taken.

Ongoing management of your claim

Your case manager will keep in regular contact with you to support your recovery and return to work. If you have any questions or anything to discuss with your case manager, they will be more than happy to receive a phone call or email from you.

A workplace injury or illness may be physical or psychological in nature.

Depending on your individual circumstance, you may be entitled to*:

• Weekly wage payments to cover loss of earnings if you need to take time off work to recover
• Reimbursement for reasonable medical, rehabilitation, and travel expenses
• Lump sum payments (in the case of permanent impairment)

*Financial limits apply

When you suffer a workplace injury or illness, your doctor will complete a Certificate of Capacity.

What it is

The Certificate of Capacity will outline important information about your injury to help keep everyone informed, including:

• Your diagnosis
• Medical treatment you need
• Your capacity for work (including how much and what type of duties)

Where to sign

Please sign the consent section of the Certificate of Capacity to allow for communication between your case manager, doctor, treatment provider, employer, and any workplace rehabilitation provider about your injury.

Please also sign the employment declaration concerning any other form of paid employment, self employment, or voluntary work that you have been engaged in.

What to do next

1.Scan or take a photo of your Certificate of Capacity.

2.Once you have been given a claim number, either upload your Certificate of Capacity to the portal here or email it to your case manager.

3.Provide a copy of your Certificate of Capacity to your employer.

Why it is important to send us your Certificate of Capacity

Sending your Certificate of Capacity as soon as possible helps us make a liability decision on your claim and better understand how to support you moving forward.

Providing your employer with a copy of your Certificate of Capacity will help them understand your injury and how they can support your recovery and return to work.

What to do ongoing

Except in special circumstances, your Certificate of Capacity should not cover more than 28 days. It is your responsibility to always have a current Certificate of Capacity to continue to receive any weekly benefits and treatment services you are entitled to.

Your case manager is your first point of contact if you have feedback, an enquiry or complaint. Otherwise, please see the contact details below:

EML

Phone: 133 365 (Monday to Friday 8:30am – 5:00pm, closed public holidays)

Email: emlclaims@workerscomp.nsw.gov.au and cite your claim number in the subject line

Post: Locked Bag 2099, North Ryde BC, NSW 1670

icare

If you require further assistance in relation to your claim or a decision notice, contact icare’s Customer Service Centre on 13 44 22

State Insurance Regulatory Authority (SIRA)

If further assistance is required, contact the State Insurance Regulatory Authority’s (SIRA) Customer Service Centre on 13 10 50

Independent Review Office (IRO)

The Independent Review Office (IRO) provides an independent complaints solution service for workers who are unhappy with a decision made by their insurer. IRO also provides funding for legal advice. For more information or to make a complete, contact IRO:

Phone: 13 94 75

Website: iro.nsw.gov.au

Email: contact@iro.nsw.gov.au

Click here for more information on the options available to help resolve disputes about personal injury claims.