JLT held a panel discussion earlier this month to help clients navigate claims under the NSW workers’ compensation scheme.

From next year, workers’ compensation mutual EML will manage all new Insurance & Care NSW (icare) claims.

At the session, icare Group Executive John Nagle, EML CEO Mark Coyne and JLT National Manager Workers’ Compensation Georgie Ahern discussed their collaborative, consultative approach and the “co-design” process for the new model.

“We wanted to ensure clients understand the upcoming industry changes and any impacts to their workforce,” Ms Ahern said. “JLT will be the glue between icare and EML, supporting clients every step of the way through this transition.”

Mr Nagle says the new claims service model focuses on providing choices and empowering employers and workers. “We are shifting the power from processes back to people, creating a simplified, consistent and empathetic system alongside our main claims partner.”

He says the transition process is open to feedback and consultation, encouraging organisations to challenge processes and create an effective system.

As a result, organisations should expect a few more “tweaks”.

Mr Coyne says EML has a strong transition team in place. “We are measured on our customer service – complacency just won’t happen,” he said.