June 20, 2019
Pinnacol has collected data showing that when a Spanish-speaking claims representative serves a Spanish-speaking injured worker, the injured worker’s satisfaction scores are, on average, .67 point higher and the costs associated with the claim are, on average, $1,500 lower. Based on this data, Pinnacol is conducting a pilot study to determine how we can assign more Spanish-speaking injured workers to our Spanish-speaking claims representatives.
As of June 3, three Pinnacol business teams are assigning all of their Spanish-speaking claims to Spanish-speaking claims representatives. We expect both our agent partners and mutual customers to benefit from this change, but please be aware that, during the pilot, you might interact with a different Pinnacol claims representative. A Spanish-speaking claims representative will work closely with your original claims representative.
We don’t plan to move existing Spanish-speaking claims during the pilot. Instead, new claims will be assigned to Spanish-speaking claims representatives, and these new claims will be added to your assigned team.
We will monitor the following factors to determine the pilot’s success:
We will keep you informed about the success of this pilot over the next several months. In the meantime, if you have any questions, please contact your Pinnacol agency relationship manager.