Regulators have completed an audit of QBE’s workers’ compensation claims management across the NSW nominal insurer and Treasury Managed Fund programs.

The State Insurance Regulatory Authority says the review was part of its commitment to quarterly checks on icare – the state insurer managing the workers’ compensation scheme with support from appointed claims service providers.

“One key finding from the TMF audit was the high level of case manager turnover,” the authority said. “With QBE due to be disengaged from the TMF panel by the end of the year, SIRA holds concerns with the accuracy and quality of claims handover records that were noted on the files.

“SIRA’s expectation is that there is evidence of thorough claims handover notes from QBE case managers for both internal and eventually external file transfer to new providers.”

QBE was dropped as a Treasury Managed Fund claims service provider after icare completed a tender for new partners earlier this year. The program provides workers’ comp cover for about 380,000 government workers and more than 160,000 volunteers.

The QBE audit in May examined 30 TMF claims and 20 claims from the nominal insurer scheme for private sector workers.

“Acknowledging SIRAs concerns in the May audit, icare responded that it has closely monitored QBE’s performance throughout the disengagement process,” the authority said.

“The final transfer of claims is now complete.”

The authority says it did not find evidence of large employers influencing claims liability and management decisions in the nominal insurer program.

“A key finding was the opportunity to strengthen processes and the time frames for the lodging of wage reimbursement schedules from large employers.”