icare NSW has appointed Darrin Wright, former ReturnToWorkSA director, as independent customer advocate, to lead the insurer’s engagement with customers to understand their views about the performance of the NSW workers’ compensation nominal insurer.
In his new role, Wright will be reporting directly to John Nagle, icare NSW CEO and managing director, and will work with icare’s customer experience team to ensure icare fully understands the customer feedback and experience outlined in the submissions which have already been published by SIRA. He will reach out directly to customers and stakeholders to schedule meetings over the coming weeks.
“We have appointed Mr Wright as an independent customer advocate to initially work through the review submissions and engage directly with our customers and stakeholders to ensure we understand what the underlying pain points are and how best to address our customers’ needs, while continuing to improve the fairness of what has historically been an unbalanced scheme,” Nagle said.
Wright has more than 25 years’ experience in operations and risk-management and played a pivotal role in the delivery of reforms to the South Australian workers’ compensation scheme from 2013 to 2016.
