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icare introduces claims competencies and skills assessment 

NSW state insurer icare will launch a Competencies & Skills Assessment as part of a new Professional Standards Framework that seeks to improve workers’ compensation outcomes.  

Over the next 12 months, claims professionals in NSW will measure their capabilities against six professional standards, and be recognised for expanding their skills.  

“Claims professionals now have a standardised benchmark and assessment practice, which coupled with more professional growth opportunities will encourage claim management as a profession of choice,” Group Executive for Workers’ Compensation Tony Wessling said. 

“This is another important moment in the delivery of icare’s improvement program.” 

The change comes weeks after Allianz, DXC Technology, EML, Gallagher Bassett, GIO and QBE stepped in to manage claims for the Nominal Insurer scheme to improve its performance. 

The new Competencies & Skills Assessment measures six professional standards: Positive Connections, Empowered Leadership, Holistic Case Management, Scheme Regulation, Bringing Best Self, and Business Enablers. 

Each is divided into four levels of proficiency – Foundational, Intermediate, Advanced and Expert – to outline a pathway for advancement. 

In 2021, independent reviewer Robert McDougall said icare had introduced reforms too quickly and without adequate testing in a program that was “well-intentioned” but “sloppy” in execution.  

Earlier this month, the NSW Government announced a review of icare operations will be led by Treasury and will be "unrelenting in our pursuit of best practice and best governance.” 

See full details of the Professional Standards Framework here.