Insurance & Care NSW (icare) has selected EML as its sole workers’ compensation agent for new claims from next January 1.

As reported in a Breaking News bulletin last week, GIO and Allianz will continue providing services as transition agents, but CGU and QBE’s involvement will conclude at the end of this year.

CGU had already withdrawn from the selection process, saying scheme reforms made it commercially unviable to continue, but QBE is disappointed with the decision.

The reforms will see icare take over the insurers’ role handling policy and billing requirements for the scheme from early next year. The government insurer will also offer a new broker channel, a self-service portal and a customer support centre.

EML CEO Mark Coyne has acknowledged the contribution of other agents and pledged to build on their previous good work.

“Over many decades, the collective contribution of agents within the industry has helped shape the NSW scheme into a provider of world-class claims services,” he said.

“We aim to continue this shared focus and responsibility for customer-centric services and outcomes for workers and employers, which icare has entrusted to us.”

QBE told insuranceNEWS.com.au that while disappointed with the decision, it is committed to ensuring “a seamless transition”.

“QBE will continue to be a major provider of workers’ compensation insurance across Australia, including underwritten workers’ compensation, NSW Treasury Managed Funds and self-insurance claims management services, to deliver the flexible service our customers have come to expect from us,” EGM Intermediary Distribution Jason Clarke said.

icare says the changes will lead to “a significant enhancement in service delivery”.

“We put our customers at the centre of all that we do and we are enthusiastic about the next stage of our customer service enhancements,” Group Executive Workers’ Insurance John Nagle said. “Injured workers and NSW employers can expect to have a simplified, empathetic and consistent experience with our main claims partners moving forward. 

“This important announcement further builds on the transfer of all new and renewing workers’ insurance policies to icare, which commenced in March.”