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icare update – 2019 WIRO Conference 2
John Nagle CEO & Managing Director It must be remembered that - - PowerPoint PPT Presentation
John Nagle CEO & Managing Director It must be remembered that - - PowerPoint PPT Presentation
John Nagle CEO & Managing Director It must be remembered that there is nothing more difficult to plan, more doubtful of success, nor more dangerous to manage than a new system. For the initiator has the enmity of all who would profit by
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icare update – 2019 WIRO Conference 3
Where we have come from
The Workers compensation system in 2014 Inconsistent Adversarial Process- centric
Our task icare was created “to deliver workers compensation that is less adversarial and cumbersome, giving workers more say in their treatment and return-to-work pathway while making policies more affordable and the system more efficient”
NSW Legislative Assembly 2nd Reading speech
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icare update – 2019 WIRO Conference 4
Our plan
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icare update – 2019 WIRO Conference 5
Our approach – Outcomes focused
Evidence-based approach, which prevents injuries and returns workers to work sustainably in the shortest time.
Reduced employee absence and backfill impacts
Key Outcomes
Customer (worker) Satisfaction Customer (employer) Satisfaction Returning People to Work Managing the Cost of Claims Premium Model Injury Prevention Employer Benefits
Frees up employers to focus on big picture
- utcomes
Value for money: return on workers insurance cost Affordable and sustainable premiums
Worker Benefits
Reduced risk and severity of injury Reduced disruption to life and work Employer attention to safe workplaces and RTW Worker support for treatment and RTW strategies
Scheme benefits
Lower cost of claims Sustainable service delivery model Employer engagement in injury prevention and RTW Lower scheme agent, medical and provider costs Sustainable service delivery model
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icare update – 2019 WIRO Conference 6
What we have done
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icare update – 2019 WIRO Conference 7
What we have done
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icare update – 2019 WIRO Conference 8
What we have done
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icare update – 2019 WIRO Conference 9
What we have done
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icare update – 2019 WIRO Conference 10
The premium challenge
Key external impacts + $2.87 billion
S39 Impacts + $1.1 billion Medical cost increases + $770 million Inflation and growth + $1 billion
icare initiatives
- $481 million
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icare update – 2019 WIRO Conference 11
Industry tools
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icare update – 2019 WIRO Conference 12
Investing in safety
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icare update – 2019 WIRO Conference 13
The customer experience
What are they telling us today? “You still have more work to do” Our Net Promoter Score
1st report
Dec 2018 Workers Insurance
- 8
(Mar 16)
+21 Insurance for NSW
+11
(Mar 17)
+5 HBCF
+61
(May 17)
+2 Dust Disease Care
+24
(Mar 17)
+67 Lifetime Care
+39
(July 17)
+63
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icare update – 2019 WIRO Conference 14
Being open
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icare update – 2019 WIRO Conference 15
What’s next?
What we will focus on How we will achieve our purpose and vision
How What
Person-centric experiences Optimal outcomes for our customers Financially sustainable schemes
Why we exist – our purpose and vision
Why
Our purpose is to protect, insure and care for the people, businesses and assets that make NSW great. Our vision is to change the way people think about insurance and care by providing world-class services to people, businesses and communities. Partnering for safe and healthy workplaces Offering propositions that deliver value Protecting NSW government assets Supporting sustainable return to work Ensuring
- ptimal care
Creating one icare and building the internal foundations of an insurance and care organisation
Phase 1 (FY16-19)
Phase 2 (FY20-22)
Our focus
- Employer experience
- Claims costs
- Return to Work
- Organisation savings
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