icare's improvement program makes progress

icare’s improvement program makes progress

17 April 2023

The fifth quarterly update of icare’s improvement program says the NSW state insurer continues to progress the execution of its changes.

The improvement program was set up after the McDougall Review and the PwC Governance, Accountability and Culture (GAC) review in 2021.

It made a set of recommendations to strengthen icare’s culture, governance and accountability framework, upgrade icare’s risk awareness, risk management and risk capability, and bring about a greater focus on customer outcomes.

The latest update from independent assurer Promontory Australia, a business unit of IBM Consulting, says icare is addressing the recommendations through the improvement program, which consists of 65 initiatives.

“As at January 31, Promontory has assessed a total of 43 Closure Packs as complete and effective,” the latest update says.

icare had commenced or completed work on the design phase for all initiatives, on the implement phase for three-quarters of the initiatives, and on the embed phase for over two-thirds of the initiatives, it said.

MD and CEO Richard Harding says icare is working very hard to deliver the improvement program.

“We’ve done a lot of good work and made good progress but we know there is still a long way to go,” he said.

“We are very focused on delivering the best possible outcomes for those we serve.”