The Wesfarmers Club
John Nagle, CEO and former Wesfarmers director, is an extremely conceited and arrogant person. Thanks to him, icare has gone from just two executives earning $300,000+ per year to more than 30 executives (many also from Wesfarmers and without any work insurance experience) earning that amount and more - from a total of $660,000 to more than $18 million in executive salaries alone! Meanwhile, workers’ compensation claimants are being struck off after a certain time limit or even denied claims altogether. An unethical and immoral company, run by unethical and immoral people.
Edit: John Nagle quit the day after I wrote this review... How ironic!
Worst company ever to deal with
Worst experience of any company I’ve dealt with !
Unprofessional, can’t accurately work out premiums ,
Bad interaction with Icare staff
Bad response to emails and calls
ZERO stars !!! But to do this review had to pick at least 1
From Alan Maggs
Icare is just a insurance company run by our trusty government
Icare are just another insurance company run by the government. They don't help anyone on workers compensation having problems with Insurance company like QBE. I had surgery on my wrist in May & sled for help mowing my lawns, QBE said because I've used up all of my privileges, i can't have help from QBE . What a waste of tax payers money!!
In the digital age, we're back to paper forms. But that's fine in a monopoly.
Renewal process for Workers Comp since icare took over as a sole insurer is never clear (and that is for something that is very well defined and hasn't changed in years). I used to do it online with my previous insurer before it was effectively monopolised and icare - even 2 years after that happened - hasn't managed to get their process online, so what effectively was meant to make it cheaper probably makes it more expensive with all the manual work of dealing with emails and PDFs back and forth. Additionally, they can afford to have a crap customer experience because it's not like you can deal with a competitor. Pretty disappointing.
(I had to select some health insurance to submit review, disregard it, this is workers comp.)
Do not trust these criminals. They just renewed my contract without my consent then demand the money off me. Their support person I talked to was totally out of line invading my privacy telling me I can’t cancel the policy unless I give her a reason?!?!? What the ? Complaining to the department of fair trading.
- Verified customer
Dishonest and very poor processes
I cancelled my policy before it was due to be renewed (that I paid in full up front) in 2018 due to my business closing down, sent through my actual wages report, iCare sent me back an invoice due to the actual wages increasing, which I paid in full. 3 months (2019) later I was sent a threatening letter from a lawyer telling me I owed them money, which I did not. Many, many calls and emails later I repaid the adjustment directly to the lawyer to get them off my back and thought that would be the end of that. But it wasn’t. I was sent an invoic...e for my policy for the 2019 year. Called them and let them know the policy had been cancelled and finalised last year, they said it must have been a glitch in their system to disregard the notice. The emailed through confirmation that the policy was cancelled. A couple of months later about mid 2019, I again received threatening letters from a different lawyer requesting the premium be paid. Again, many, many emails and phone calls and sending through copies of emails and receipts and again they tell me it is a mistake to disregard. Now in 2020, I again receive threatening letters that have been sent to my previous accountant stating that I owe money to iCare for non payment of the premium, but the letters do not state how much, the letter threaten to sell property etc if the amount is not paid. I contact the lawyer and no one is available to help me, I leave my details to be called back and am not called back. I contact iCare and no one can tell me anything about it because it is with the lawyer, I ask them to put me through to someone who can at least tell me what the amount I apparently owe is and what this is for, but they say they can’t that they will organise for someone to call me back. They don’t call back. I call the lawyer again, again no one is available to help me or take my call, I leave my phone number again and again no one returns my call. I call iCare again and again no one is able to help me but they will get someone to call my back. Someone does call back and tells me I haven’t paid the adjusted premium for the 2017-2018 year (which I have, twice). I argue that I have and they say they have no record and no proof, but now I owe over $2k because they have also added in lawyers fees and charges, and it is up to me to prove that I have made the payment. Extremely dishonest, unorganised and unethical.
- Verified customer
ICARE Workers Comp. DISGUSTING. Royal Commission Needed
If we could give minus 5 star, no make that 100 stars, that is what they would be getting from us.
We are a micro business consisting of my partner & I & occasionally a casual sub contractor.
Absolutely disgusting, we have been with them for years, paying thousands, never had any claims.
God help, if we need to, I am sure they wouldn't pay it.
Take, take, take is all they do.
As times are really super tough for any business due to the current world wide pandemic, we wanted to cancel our policy as no longer trading.
Ahhh, super easy for them t...
Two hours and 6 staff members just to get a quote for one employee!
It took two hours to get a quote with Icare this morning for one part-time employee! There is no category for charities or non-profits, even though it's one of the largest employers in NSW! The time spent on the phone being given conflicting advice every time cost more in my time than the insurance policy itself. If they don't even know how to quote, god help us if we ever need to claim through them.
Agree with other comments here, their monopoly is a joke. They clearly need some competition to lift their game and perhaps consider including the massive charity sector in NSW as an industry.
iCare is not the answer to workers compensation issues
Truly horrendous. I can't believe that this is supposed to be the answer to NSW workers compensation issues. iCare are sure to make the whole mess even worse.
There are no words, if there was ever a case to bring in the minus star rating iCare are it. Along with imho cost $ penalties for agencies and businesses to become law across fair trading and ACCC for practices of gross incompetence and non compliance of the very industry they are supposed to uphold causing significant stress & wasted time to those paying for the privilege. We have ...literally had to take someone off their usual work as a full time iCare mess manager. Completely & totally unacceptable. They failed compliance requirements to send renewal pack in enough time so that actuals & forecasts could be processed. Failed to send underwriting documents by due date. Forced a situation of paying a policy that was knowingly more than 100k over current operations. Had the nerve to take our 5% pay on time discount on premium for a policy they didn't actually issue so couldn't be paid. Current status is totally unknown of statement of account that should be thousands in credit or certificate of currency for whatever phantom figure they have come up with completely irrelevant to business operations but matches overpayment forced to make to cover their incompetence. Yes you read that right, businesses who pursue accurate policy & pay regardless while they sort their mess out are duly punished. Probably along with those who have genuine cases of work injures. iCare i'm sure will exasperate the current epidemic where it's those who know how to work the system getting the benefits instead of those who truly need it. Every single interaction with iCare makes the mess bigger. Phone calls are a matter of routine minimum 40 minutes on hold while staff go off to 'find out if they are allowed to do simple processing' only to come back with standard line 'sorry I can't get that done for you today'. They demand emails to their underwriting account they never process or respond to admitting its backlogged. Its a mind numbing cycle of going nowhere.
Very poor processes
Endless to and fro of invoices and emails every year that ends in confusion each time. They do not know what they are doing. There should not be a monopoly for such an industry. They need competition to lift their game.
Sending predatory invoices for non existent policy
Received a claim through a lawyer chasing payments on insurance policy that I never had. Lawyer never provided requested further particulars and in the end they withdrew the claim at pre-trial hearing. Count me in for a class action claim against this unethical company.
Icares incompetence, misconduct and bad customer service
Gave them all documents they requested to be considered for WC. Disregarded the information given and used it against me to decline my application. Icare decided after 1 month of doing nothing with my application ( sitting on their hands ) to decline due to late lodgement. My claim was 2 years late of incident and because my boss did not inform me of my rights to workers compensation. The worst part about this experience is they could have declined me with the same reason when they received my application 1 month prior. So they pretty much go ...to me to run around town and collect documents and sign papers for 1 month ( complete waste of injured peoples time ) then decide to decline application so based on their ignorance. If they actually looked at injured peoples applications and took into consideration the facts they would get somewhere by actually caring for people. The place is riddled with bad customer service and also I had received threats from Icare about telling me I had to see a private investigator. Laziest robots in Australia. It is a fake Government owned compensation department supposed to help injured people. Instead tax payers are paying for these idiots to not do their job properly. You think people on Centrelink are bad because its tax payers money ? Take a look at Icare who gets paid from tax payers money to fund a fake process of compensation for injured people.
Keep invoicing me even my abn is cancelled
How can a company like this? Never update the abn database? My abn has been cancelled and still keep sending me the invoice paper to my old business address which is not belong to me anymore? Hay icare? Brainless? Don’t you only know how to charge your customer and never reply? I have already relocation to the other state and. Sorry I wont pay for your cheating icare insurance at all!
The reviewer stated that an incentive was offered for this review
The worst service I have seen
An employee got injured 3 months ago. The problem is that we have been waiting for the refund from Icare for more than 2 months now. My employee and I have been calling Icare since the beginning, every calling takes us about an hour because the attendants keep we waiting or transferring our calling from one to another. What happens in the end of every call is that the attendant says that the payment is gonna be made but till now nothing. Not even an explanation. That is only the main problem but really the service is disgusting. By now I keep calling them but I do not believe that the payment is gonna come through. Just to prove what I am saying you can check the email I asked for to one of the attendants.
Out of control and irresponsible for its organizations actions.
I have been waiting for refund and calculation process to be completed for over two years as our company down sized significantly.
Multiple emails and hours of phone calls which end up with non-matching data.
Then supposedly sorted out, but to date no confirmation.
Now again I have been sent a bill after multiple assurances i would receive a refund.
Multiple emails and hours of phone calls which end up with non-matching data.
This just goes on and on and on and on and on and on and on.
Nobody who can take responsibility and get it sorted and confirmed.
Terrible terrible terrible, who can you turn to??? It's like a nightmare!!
Appears to be monopolized irresponsible headless monster/machine.
Obstructive, occasionally rude, Shocking m monopoly of services.
It's almost pointless writing a review when NSW businesses have no choice but to use this company. I have a degree yet can't seem to manage to get the paperwork for a claim acceptable. Have never claimed in 11 years and now that I have one it has been months and still no money back for me. I would change in a heartbeat if I could. Will be writing letters to minister...should be illegal NOT to have alternative.
I have all the emails regarding my worker comp claim, was promised payment , they have not responded to my emails for over a month. There needs to be an investigation into these people , pretty sure its a scam lucky i have a claim number .Dont use them ever they do not look after the employees at all. I shall be formerly lodging a complaint as there’s people should not be operating
Questions & Answers
I was terminated from my employment because of injuries at work and received a termination payment which included my annual leave long service leave and 5 weeks in lieu of notice . I was receiving weekly payments from insurance company when terminated. The insurance company have ceased my payments for 5 weeks saying the 5 weeks in lieu are counted as earnings. Yet in your icare manual it states pay in lieu is not counted as renumeration. I believe the payment in lieu is entitlements ( 4 weeks) and a extra week for being 58 years old. I have been told this is a grey ares by wiro and want to know why it isnt black and white for all and clear in the icare manual please ?
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