Insurance & Care NSW (icare) says customer satisfaction levels have jumped since it overhauled workers’ compensation systems that failed to meet expectations.

The insurer says its net promoter score, which measures customer experience and predicts business growth, has increased 26 points since the changes 18 months ago.

icare worked with consultant Perceptive to reshape its relationships, operations and processes, and provide a more tailored customer experience. The new approach has support from employers, workers and healthcare providers.

“The insights work we’ve done with Perceptive has helped successfully develop a more inclusive, more adaptable, more reciprocal workers’ compensation insurance program,” Interim CEO John Nagle said.

Workers’ compensation in NSW was previously dominated by systems that were “disappointing for users at best and adversarial at worst”, icare says.