john nagle ceo & managing director wiro...john nagle ceo & managing director 2 icare update...
TRANSCRIPT
John Nagle
CEO & Managing Director
icare update – 2019 WIRO Conference2
“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 the preservation of the old institution and merely lukewarm defenders
in those who gain by the new ones. ”
Niccolo Machiavelli
icare update – 2019 WIRO Conference3
Where we have come from
The Workers compensation system in 2014
Inconsistent AdversarialProcess-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
icare update – 2019 WIRO Conference4
Our plan
icare update – 2019 WIRO Conference5
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 outcomes
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
icare update – 2019 WIRO Conference6
What we have done
icare update – 2019 WIRO Conference7
What we have done
icare update – 2019 WIRO Conference8
What we have done
icare update – 2019 WIRO Conference9
What we have done
icare update – 2019 WIRO Conference10
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
icare update – 2019 WIRO Conference11
Industry tools
icare update – 2019 WIRO Conference12
Investing in safety
icare update – 2019 WIRO Conference13
The customer experience
What are they telling us today?
“You still have more work to do”
Our Net Promoter Score1st
reportDec
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
icare update – 2019 WIRO Conference14
Being open
icare update – 2019 WIRO Conference15
What’s next?
What we will focus on
How we will achieve our purpose and vision
How
What
Person-centric experiencesOptimal outcomes for our
customersFinancially 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 optimal 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
“Where the willingness is great, the difficulties
cannot be great.”
Niccolo Machiavelli