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Evolution through insights

Evolution through insights: How icare’s CX program revitalised workers compensation in New South Wales

The NSW nominal insurer, icare NSW (Insurance and Care NSW), has revitalised workers compensation through an innovative overhaul of their approach to customer experience (CX).

Working with insights agency Perceptive, who are part of the Clemenger Group, icare embarked on an initiative to gain sorely-needed insights to help reshape its relationships, operations and processes through a bespoke customer experience management programme.

The new programme aimed to revitalise worker’s compensation insurance in NSW, which was dominated by systems that were disappointing for users at best, and adversarial at worst. The 284,000 Australian employers, 3.4 million workers and numerous healthcare providers that rely on workers compensation insurance programmes, were not receiving the level of support, care and service they expected—or needed.

Since launching their new CX programme 18 months ago, icare has seen its Net Promoter Score, or NPS, (which measures customer experience and predicts business growth), increase by 26 points, demonstrating a substantial increase in customer satisfaction.

In less than two years, icare has successfully embedded a world-class focus on the workers, employers and healthcare providers of NSW. It is icare’s dedication to providing the best possible service, that has led to the success they have already seen in their rising NPS score.

“Social initiatives, business strategy, even culture; everything in our new CX programme exists to meet the needs of the workers, employers and healthcare providers of New South Wales,” says interim CEO of icare John Nagle.

“The insights work we’ve done with Perceptive has helped us successfully develop a more inclusive, more adaptable, more reciprocal workers compensation insurance programme. What’s more, our stakeholders; employers, workers and healthcare providers are quickly adapting and are thoroughly in favour of the new system,” says Nagle.

“More often than not, companies implement a CX programme without the commitment to evolve, and improve how they deliver their services. The companies that commit to delivering better experiences to customers, and put this above all else, are the ones that eventually lead their industries. These are the companies that innovate to deliver what their customers need, breaking the traditional service models, to move to a more customer centric model, and icare is a fantastic example of this,” says Chris Pescott, CEO of Perceptive.

Through their commitment to world class customer experience, icare have pioneered the delivery of workers compensation in Australia, evolving every aspect of how the business operates in response to customer needs – and in doing so, living up to their promise of operating with a commercial mind and a social heart.

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