As an employer, managing workers’ compensation claims efficiently and effectively is crucial for the well-being of your employees and the overall business success. Recently in NSW, icare changed the rules relating to the ability for employers to choose a Claims Service Provider (CSP). At ABILITY GROUP, we understand the importance of choice and are here to help you best navigate the considerations and benefits of choosing a NSW Claims Service Provider for your organisation.
What’s changed?
From June 30 2025, if your NSW workers’ compensation current Average Performance Premium is $100K or above, you may have the option to select a preferred Claims Service Provider to manage your workers’ compensation claims in NSW.
Choosing a NSW Claims Service Provider (CSP)
Having the option to choose your claims service provider empowers you to make decisions that align with your business’s unique needs and goals. Each of the NSW icare Claims Service Providers has different strengths and therefore the respective approach to claims management can enhance the efficiency of the process, reduce costs, and improve outcomes.
Why is choosing the “right” CSP important?
At ABILITY GROUP, we understand every business is different and therefore so are your workers compensation claims management needs. As the largest privately owned workers compensation, health & safety specialist in Australia, ABILITY GROUP can help ensure you have the “right” claims service provider.
Coinsiderations when choosing a NSW Claims Service Provider:
- Claims Management – by selecting a CSP that understands your industry and specific requirements, we can help align your business needs with the CSP’s approach. In partnering with ABILITY GROUP, our dedicated CSP claims teams’ can lead to more efficient processes, faster resolutions, and better overall outcomes for both you as the employer and your injured worker
- Improved Experience – a claims service provider that prioritises clear communication, timely updates, and compassionate support can significantly enhance the injured workers’ experience. When injured workers feel supported and informed throughout the claims process, they are more likely to trust the system and remain engaged with their recovery and return to work (which is beneficial for the employer)
- Efficiency – effective claims management can lead to substantial cost savings for your business. By choosing a provider with a proven track record of minimising claim durations and reducing unnecessary expenses, you can better control your workers’ compensation costs and allocate resources more efficiently
- Service and Communication – a CSP’s approach to customer service and communication can significantly impact the claims experience. Ensuring that the provider prioritises clear and timely communication with both employers and employees
- CSP Performance – icare publishes quarterly Claims Service Provider performance data. The data tracks a series of performance measures across workers compensation claims & access to this data can help ensure employers have relevant information available to choose a provider that best serves the needs of their business and injured workers
Which is the best NSW CSP?
ABILITY GROUP partners with all NSW CSP’s (i.e. Allianz, DXC, EML, Gallagher Bassett, GIO and QBE) and each CSP has different strengths. ABILITY GROUP welcomes the opportunity to discuss your current CSP experience and what you are seeking from your next CSP to best advise which CSP would in our opinion best align to your business needs.
Need help choosing your NSW CSP?
At ABILITY GROUP, we are committed to helping you navigate this important decision and provide the guidance and support you need to make the best choice for your organisation. For help choosing your NSW Claims Service Provider or related workers compensation needs, contact our team to implement change.
Further information
Source: Icare
Title: About Claims Service Providers and employer choice
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