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Icare - nobody cares
After 6 months no result
Nobody provided feedback or updates
No help at all
Better get a lawyer to help you or a different company
I felt not taken seriously
The worst company to deal with
It has taken over 2 years and at least 20 phone calls to cancel my account.
Every time you ring them it’s 20 minutes on hold, then transferred from one person to another. I canceled my account after going full time, yet 3 months later the debt collectors letters started. I would ring up, they would say it was there fault, everything is now ok, then a few months later a debt collectors note would arrive in the mail, this is still going on, 2 years later!
Stay away at all cost, there is nothing good about them and I would suggest the 5 start reviews are fake.
Amazing two staff that actually showed care
I have to give a massive mention to Kylie Burns Manager of Accounts and my Case Manager Noelle Lee
I finally got my medication thanks to Kylie Burns and her wonderful team of caring human beings I suffer from Panic Anxiety depression and PTSD after exhausting all drugs for years my Doctors found a medication that works for me, however the system was slow at getting my next dose to me Kylie’s Team especially her must have moved a magic wand as today it was delivered to my door.
God Bless all of you who helped me.
We are on this earth for a ve...
Overpriced and locked-in
I paid $1700 for one employee (and not myself) ... how can a small business start with this overhead?
At the end of the call I was told that I couldn't stop payments unless I close the business ... ouch !! ... locked-In !!
CAse managers ignore emails or pretend not to receive documents to delay reimbursement. Took months and many emails to finally get whwat I was entitled to. They hope you will just give up and not worry about it. Company wide tactics. As each manager has to hit cost targets to earn incentive bonuses, they hang you out to dry for their own profit. See four corners report on Icare for further information.
Terrible admin and communication. They don't reply to support emails and queries but very quick to send overdue reminders and hand over to debt collectors. Please save your sanity and stay away from this company!
Very poor billing and communication
Canceled policy 18 months ago and thought everything had been finalised (as per email received) until I got a call from State debt recovery. Thinking there'd been some mistake, told State debt to follow up with icare. Next point of contact is follow up letter from State debt with $65 late fee on top
Attempts to charge penalties that exceed 50% of policy cost
I have their legal department chasing me for filling fee's for a standard workers comp policy, after we defaulted tow instalments. Not only did we pay it in full, but the penalty was for half the rate of the policy. Extortive and unethical intimidation tactics.
Made a good situation bad
Icare really let me down. They moved my workcover case through quickly but created friction in my work situation. I am now being bullied due to their actions and will continue to be based on the nature of our management. I’m also injured and home alone and will certainly not engage with Icare again. Sadly all I wanted was to get straight back to work.
iCare service is terrible. They emailed me on 17 June to say they were sending a refund cheque; that cheque has not arrived and my query emails have been ignored.
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.
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.
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.
Questions & Answers
Who will join me in filing a Class Action Lawsuit against icare?
After learning about the corruption within icare it certainly explained a lot. I learnt it’s a system that sets the injured worker up to fail from the very beginning, and we cannot let them get away with it.
The country's worst financial bungle - icare blows billions of dollars worth of employers premiums on outrageous salaries for icare executives.
Sack the board and recruit staff who are trained in Worker’s Compensation and are able to manage claims appropriately.
The Treasurer has a lot to answer for. After countless warnings from the Regulatory Insurance Authority, still nothing was done to stop corruption within icare and the underpayment of tens of thousands of injured workers.
I submitted nine workcover certificates in 12 months - all rejected by icare. I was left to work in an unsafe workplace until my symptoms were so severe, I had to resign.
There would be at least 100-150 calls just on there records where I have had to deal with there issues. I made them start talking records after the first 20 calls.
Each one of those calls were at least a 15 minute call, sometime over an hour and most of that time was on hold. Over 2 years they have wasted so much unnecessary time, with no real apology.
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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