The transition of workers’ compensation policies and claims to new Claims Service Providers (CSPs) has officially begun, marking a significant shift in how support is delivered to employers and injured workers across New South Wales. As an Injury Management specialist, ABILITY GROUP is here to help businesses understand what these changes mean and how to navigate them smoothly.
Why Policy and Claim Transfers Are Occurring
From 1 January 2023, the number of CSPs increased from four to six, with Gallagher Bassett (GB) and DXC joining the existing providers, Allianz, EML, GIO and QBE. The transition of policies and claims to the new CSPs commenced in April 2023.
This expansion aims to:
- Improve responsiveness and service consistency
- Enhance support for injured workers
- Strengthen employer experience and claims outcomes
- Reduce delays and improve return?to?work results
What Employers Can Expect During the Transfer
While icare manages the overall transition, employers may experience:
1. New CSP Allocation
Your business may be assigned to a different CSP based on industry, risk profile, or portfolio distribution. This ensures a more balanced and effective service model.
2. Updated Contact Details
Once transferred, employers will receive new contact information for their dedicated case managers and support teams.
3. No Change to Existing Entitlements
Injured workers will continue receiving their approved benefits, treatment, and support without interruption.
4. Improved Service Delivery
The expanded CSP panel is designed to provide more personalised, timely, and proactive claims management.
How ABILITY GROUP Supports Employers During Transfers
As specialists in Injury Management and Workers Compensation, ABILITY GROUP helps businesses of all sizes navigate these changes with confidence. Our team can:
- Review your current claims and identify risks before transfer
- Liaise with CSPs to ensure continuity and accuracy
- Support injured workers through the transition
- Provide strategic advice to minimise disruption
- Assist with return?to?work planning and compliance
Our goal is to ensure your business remains supported, informed, and compliant throughout the transition process.
What Employers Should Do Now
To stay prepared:
- Read all communication from icare and your CSP
- Update internal contacts and processes
- Ensure injured workers know who to contact
- Reach out to ABILITY GROUP for guidance or support
Need Help Managing the Transition?
ABILITY GROUP is here to support employers through every stage of the policy and claim transfer process. Whether you need advice, hands?on injury management support, or outsourced claims assistance, our team is ready to help.
Source: icare