iCare Insurance and Care NSW

Efficiency Leaders Helps iCare Insurance Achieve Successful Implementation of iCare CTP Program

iCare Insurance collaborated with Efficiency Leaders to effectively finish their CTP program’s last stage. The goal of the CTP program is to streamline the claims procedure, lessen legal conflicts, encourage safe driving habits, and aid injured people as well as medical professionals. Efficiency Leaders helped automate the AP processes and made a flawless go-live possible despite a tight deadline.

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Reduction in Manual Data Entry

The Client

iCare Insurance is a well-known insurance provider in New South Wales (NSW), Australia. The iCare CTP programme is a mandatory third-party insurance policy that provides coverage for those injured in motor vehicle accidents in New South Wales. iCare is dedicated to increasing efficiency, offering excellent service, and achieving great results for its clients.

 

The Challenges

The CTP program was implemented in three phases. In the first phase which took place in 2020, additional information was exported to the ERP and a Kofax upgrade was done. The second phase was implemented between 2021 and 2022. In this phase, additional fields were added to the claims solutions to fulfil the State Insurance Regulatory Authority’s data reporting requirements.

Phase 3 was the most crucial phase. This phase required various updates and enhancements to the Invoice Tables relating to CTP Claims and the most significant updating of general correspondence information about the claims to the Document Management system together with the AP transaction. In addition, various other unrelated projects required tight management and coordinating environment changes so the core CTP project remained unaffected.

Phase 3 was the most crucial part of the program as it had a tight go-live deadline of 5 months which couldn’t be moved around and required managing clients and resources in multiple time zones.

 

The Solution

The role of Efficiency Leaders was critical in the effective execution of the iCare CTP programme. Throughout the three-year programme, they offered focused assistance and expertise, conquering different hurdles along the way.

Efficiency Leaders collaborated closely with iCare Insurance to ensure that all project needs were satisfied, from exporting extra data to ERP and updating Kofax in Phase 1 to introducing new fields for data reporting in Phase 2 and implementing updates and additions in Phase 3. Efficiency Leaders managed to meet the tight go-live deadline by working on weekends and holidays and managing resources across multiple time zones.

 

 

The Result

  • Enhanced efficiency in the claims process, leading to reduced administrative tasks
  • Successful go-live of the final phase of the iCare CTP program within the fixed 5-month period
  • Positive feedback and excitement expressed by users regarding the AP solution

Business Technology Owner Strategic Delivery, Lifetime Schemes – iCare NSW
says,

“I’m thrilled (and a little relieved) to see it (the AP solution) in action and to hear the genuine excitement, positive feedback and optimism for business efficiencies shared by our soon-to-be users.”

General Manager, CTP Care Lifetime Schemes – iCare NSW says,

“Thank you to you both and the teams involved in getting it all this far.  I understand it has been complex and people have given their all and then some. This endorsement from Kat builds great confidence in me that CTP Care and the other Lifetime Schemes will have a meaningful solution to reduce file admin.”

Read our Case Studies

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