With Insurance and Care NSW (icare) in the spotlight of late, the insurer’s newly appointed interim chief executive and managing director has decided to ‘introduce’ himself and lift the lid on where the embattled organisation currently stands.
In a note published on icare’s website, acting CEO and MD Don Ferguson highlighted that among his priorities is supporting people to get back to work and life after injury. Ferguson, whose more than 25 years of experience spans personal injury and disability in both government and non-government sectors, has been with icare since its formation.
“I acknowledge the turbulent time icare is going through and the associated concerns with the performance of the NSW workers’ compensation scheme,” stated the former Lifetime Care and Support Authority leader. “While intentions have been in the right place, icare hasn’t always got things right from a process, delivery, and transparency perspective.”
Ferguson went on to say that he is focused on ensuring that they use this challenging period as an opportunity to learn and provide better outcomes for icare customers.
Read more: icare: “We must get better”
The interim boss, who took the reins when John Nagle resigned earlier this month, noted: “We’re making improvements in areas where we clearly aren’t doing well enough and we will engage and take our customers with us as we develop a clear plan to deliver on this, including navigating through this difficult COVID-19 period.
“We know injured workers benefit most from early care to ensure they get back to work, so to support this we’re making sure injured workers and their employers are supported in the right way and at the right time.”
Ferguson also reiterated the need to better demonstrate icare’s commitment to delivery, accountability, and transparency. In July icare conceded that they “have not always kept our customers and industry abreast of the details” surrounding the insurer’s performance and contracts.
“For the last week, since commencing as interim CEO, I have been holding daily question-and-answer sessions with staff right across icare and I can assure you, our people feel deeply about their work and customers,” added the acting chief, whose approach is to listen and learn from those with personal and professional experience.
“I look forward to keeping you up-to-date and I welcome contact from you as we continue our critical work to shape and improve the delivery of services to the people and businesses of NSW.”
