EML and other claims service providers say managing caseloads is one of several steps taken to address challenges facing the NSW workers’ compensation scheme.

At an inquiry hearing today, the providers said they have invested in case managers’ abilities to help hurt workers, especially those with mental injuries given the shortage of qualified psychologists.

The state upper house’s Public Accountability and Works Committee was also told that potential impacts on employer premiums play no part in deciding claims outcomes.

“We would never want our staff to be concerned about impact on premiums in making the right decision under the legislation in terms of … access to treatment,” EML Management CEO Don Ferguson said. 

“The focus is on the need …We don’t want case managers sitting there going, ‘Geez, this is going to be costing that employer more money so I will deny it.’ ”

He said EML is “operating in a different environment” since the 2021 McDougall report on state insurer icare, which oversees workers’ compensation schemes for the private and public sectors.

He told the committee EML’s performance has improved in the past few years.

“There’s a relationship … between the tenure of the staff and their ability to perform. Retaining staff means ensuring they have a work environment which is constructive to [working] effectively.

“That’s largely driven by caseloads, and so to operate within this environment effectively requires ... caseloads of a manageable size, and the remuneration that we receive allows an investment in caseloads to make sure we support people with enough focus on direct contact rather than having too many cases and not being able to get into the details of an individual case.”

GIO executive manager Lynda Reeves said it is important to keep caseloads “as low as possible so that sets the individual up for success. We’ve also invested heavily in capabilities, so ensuring that our claims advisers are supported, have the right skill sets to be able to do that role.”

Allianz acting chief GM for personal injury Mark Pittman said the business is working with other care organisations due to a scarcity of qualified, accredited psychological practitioners in the scheme.

“One of the things we’ve been looking at doing … is working with different providers to see what they can do to improve access to treatment, which includes them bringing more trained staff into their organisations,” he told the committee.

He said one provider engaged late last year has led to improved outcomes. “We are seeing on average they can get treatment started within two weeks from the claim being submitted to us … That’s a combination of face-to-face and telehealth [sessions].”