To provide information relevant to a claim please refer to the ‘Updating an existing claim’ tab below
GIO is now an Authorised Provider of Claims Management in NSW
From 1 February 2020, GIO became an authorised provider. The Authorised Provider Model was established to meet the needs of larger customers by providing them with a choice of claims service provider.
To find out if this applies to your business, phone or email us on:
Notification of an injury and lodging a claim
All new claims are now lodged on icare’s claims management system.
The easiest way to lodge your claim is via icare’s authenticated portal providing you with visibility of claim information in real-time.
You can also lodge claims through the below channels:
Phone: 13 10 10
8.30am to 5pm
Monday to Friday
Locked Bag 2099
North Ryde BC
For all existing claim enquiries you can email us at:
Please ensure your claim number and the full name of the employee is in the subject field of the email.
Policy specific questions or updates
If you wish to speak with the icare team regarding your existing policy, please call icare on 13 44 22
It is important you notify GIO on 13 10 10 of any work-related injury or illness within two days of becoming aware of the injury. Once an injury has occurred you must record the injury or illness in your Register of Injuries. You are required by law to keep track of work-related injuries and illnesses and acknowledge this registration in writing to the worker. The minimum information required to notify GIO of a new injury is your contact details, your workers compensation policy number, your worker's name, address and date of birth and details of the incident. We encourage regular contact between an injured worker and their employer to ensure all parties work together to achieve the best outcome.
Information for Pre-Injury Average weekly earnings (PIAWE)
When a worker has a work-related injury, and they’re unable to perform their full pre-injury duties, they may be paid a percentage of their pre-injury average weekly earnings (known as PIAWE) for a set period.
On 13 September 2019, the NSW Government published the Workers Compensation Amendment (Pre-injury Average Weekly Earnings) Regulation 2019. The Regulation changes the way an injured worker’s PIAWE is calculated. These changes came into effect on 21 October 2019 and will apply to workers injured on or after that date.
The PIAWE forms and calculator will support you to correctly calculate and record your workers’ earnings. This form is used to work out the weekly compensation payment applicable.
There are changes to the way you update your existing claims.
How will I know where my claim is lodged?
The easiest way to know where your claim is lodged and where to update your claim is by checking the logos on the claims documentation you have received. If you are unsure, please contact your Claims Advisor.
For claims lodged on GIO’s system any documentation you receive will be branded GIO and include the GIO logo only. If your claim documentation only contains the GIO logo, click on the below tile to find out how to update your claim.
For claims lodged on icare’s system any documentation you receive will include icare specific branding and logos, alongside GIO. If your claim documentation includes the icare logo, click on the below tile to find out how to update your claim.
Frequently asked questions
Applicable to all employers, this claim excess is the equivalent of one week of the injured worker’s weekly entitlement to compensation benefits.
Once notified of a claim, GIO has seven days to commence provisional liability payments. In some cases, however, GIO may have a “reasonable excuse” not to commence provisional liability payments within this timeframe.