Last year, Pinnacol conducted a pilot in which Spanish-speaking injured workers were assigned to bilingual claims representatives. The results of that pilot were fantastic, and the feedback we received from customers and injured workers shows that the program supports our vision of lowering costs and improving customer experience.
Our results showed:
- A 5% reduction in attorney representation.
- An increase (0.5 on a five-point scale) on our Injured Worker Satisfaction Survey score.
- An average decrease of $1,500 in overall paid expenses.
We want to share these benefits with as many injured workers as possible. We’re excited to tell you that, beginning October 1, 2020, we’re transitioning to a plan to connect all Spanish-speaking injured workers with bilingual claims representatives. Our bilingual claims representatives will also work with claims representatives who may have already been assigned to a policy or agent.
Stay tuned for more information as we continue making progress on this transition. In the meantime, please reach out to your claims representative or agency relationship manager if you have any questions or want more information.