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icare review to improve vulnerable customer support

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NSW state insurer icare aims to improve its support of vulnerable customers through an upcoming review.

Customer Advocate Darrin Wright, who will carry out the review, says it will focus on understanding when greater levels of support are needed across all insurance and care schemes managed by icare.

“I’ll be reaching out to customers who have engaged with icare services to learn more about periods of time where they believe they were vulnerable after lodging a claim and understanding how icare can evolve their service delivery models to provide better support to customers,” he said.

icare CEO John Nagle says the review will build on previous work carried out through the Customer Advocate function.

“We recognise there’s different personal circumstances which can result in vulnerability, and that the interaction with claims management systems and processes may also contribute to customers becoming vulnerable,” Mr Nagle said.

“It is vital we have the best management practices and tools that deliver the most appropriate support to our customers.”

The review is expected to start in September, with a final report to be published by the end of the year.