The selection process for new scheme agents was conducted against this backdrop and icare was seeking value for cost while maximising the ability to deliver quickly on customer experience objectives and transition to the new model.

EML's appointment followed a robust closed market tender process, which included a well-defined selection process and was preceded by a careful consideration by the icare executive and Board of the benefits of reducing the number of scheme agents in the Nominal Insurer scheme.

The selection process arrived at a recommendation for a single provider model for new claims with a separate agent managing tail claims. It was expected that the variable cost per claim would be reduced by enabling synergies of scale as well as improving customer consistency in experience by reducing operational complexity.