Insurance and Care NSW (icare) will give larger clients the option of working with three additional workers’ compensation claims management agents, to enhance “choice and flexibility”.

In 2017 icare appointed EML as sole agent for new claims, with CGU and QBE ceasing services and GIO and Allianz continuing to provide services as transition agents.

But since then EML has come in for heavy criticism from claimants over its claims management and communication practices. Today icare announced that from early next year “eligible businesses” will have the choice to either continue to work with EML or engage Allianz, GIO or QBE for new claims under the “authorised provider” model.

icare MD John Nagle says the move follows a successful pilot, and has been made in response to customers’ desire for choice.

“After considerable development, testing and refinement, we are now phasing-in the option for our largest customers to choose from a range of providers to deliver claims management services, which will be delivered consistently with the principles of icare’s claims service model.

“As always, we will continue to listen to customers and deliver fair and sustainable outcomes for employers and workers. We are also currently reviewing an industry-based approach to support small to medium-sized businesses and will provide more detail on this option in the new year.”

Allianz and GIO will offer new claims management services for eligible customers from February 1, with QBE to start by the middle of next year.

EML will continue to provide claims management services for new claims for more than 320,000 employers across NSW.

A State Insurance Regulatory Authority review of the scheme is currently underway, and due to report before the end of the year.