At the beginning of 2018, there was a much-vaunted shake-up of workers’ compensation arrangements in NSW. Where previously five insurers had been contracted to manage claims, now all new claims were to be managed by one agent – EML. At the same time, a new, customer-centric RTW model was introduced, with more services (including claim lodgement) available over the phone and through self-serve online portals. A key element of this new ...