NSW state insurer icare says it is taking action to provide earlier premium notices and to prevent inaccuracies as it pursues performance improvements following recommendations from the State Insurance Regulatory Authority (SIRA) and a customer advocate report.

“Policy document remediation has been and remains the highest priority of the business, with significant funding provided,” icare says in a response released last week. “Business and Technology are continuing to investigate viable solutions for delivery.”

The insurer is also supporting recommendations to make call centre improvements, address claims handling issues and better communicate with its clients.

SIRA last year put forward a 21-point plan after a critical independent review of the Nominal Insurer’s workers’ compensation scheme. Separately, icare appointed a customer advocate to follow up with many people who made submissions.

The insurer released the advocate’s report, a response, and a status update on SIRA proposals last week as it launched a website hub that will provide quarterly updates on steps to improve performance.

“Last year we acknowledged the review period coincided with a significant period of transition, which impacted customers on both the premium and claims management services,” CEO John Nagle said.

“We are now focussed on ensuring this is followed by increased stability and further enhancements that improve customer service across the Nominal Insurer.”

icare has already moved to increase client choice, after appointing EML in 2017 as the sole agent for new claims. This year Allianz, GIO and QBE have also been appointed as authorised providers for larger businesses.

In response to the SIRA plan, icare says it is developing an industry-based claims management solution for small-to-medium employers, which will be piloted before any comprehensive rollout.

The insurer also says it is working with SIRA on the scope and terms of reference for quarterly compliance and performance claims management audits, which will be undertaken by EY.

The documents are available here.