Case Study: icare puts customers at the centre of claims redesign with The Customer Experience Company

icare improves workers compensation claims with The Customer Experience Company in 6 weeks

The Customer Experience Company helped icare, a New South Wales government insurance provider, with its Nominal Insurer Improvement Program. The challenge was to build a new, more customer-centric Workers Compensation Claims Service Model to improve Return to Work rates for injured workers.

The Customer Experience Company conducted in-depth research with stakeholders and developed a CX infrastructure, including validated customer principles and a needs framework. This provided icare with a model to guide its transformation and is now used by project teams in the program's planning and execution, informing a human-centred design approach for the future state.

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