Workers’ compensation insurance provides a safety net for employees injured on the job, but traditional engagement methods often create challenges for those experiencing pain, stress or uncertainty. Pinnacol is using Clearspeed’s technology to create a more responsive and connected process. By adopting automated voice-based questionnaires, Pinnacol has already tripled its customer response rate, freed up claim representatives’ time, and gained faster clarity on which cases require continued attention.
Clearspeed’s solution integrates seamlessly into existing customer journeys. Injured workers receive invitations via text, email, online portal or call centre to answer a short set of automated yes/no questions. The responses are analysed by Clearspeed’s proprietary voice analytics engine, delivering real-time insights without collecting personal or medical data. This allows Pinnacol to identify which workers have returned to work, completed treatment or require follow-up, helping to streamline case triage and reduce delays.
“Behind every claim is a human with a story,” said Quincy Douglass, Vice President of Operations at Pinnacol. “Bringing Clearspeed’s innovation into the process helps us optimise our resources to ensure more workers’ needs are met with speed and confidence. This work builds on Pinnacol’s broader commitment to innovation in service of people, helping Colorado’s workers recover safely and return to meaningful employment.”
Clearspeed emphasises that its technology offers a faster, bias-free and frictionless alternative to traditional risk assessment, which often relies on intrusive documentation, subjective evaluations and lengthy processing times. “Our partner Pinnacol understands that when people are recovering from an accident, the last thing they need is complexity. Together we have created a process that builds trust and helps workers engage throughout their recovery,” said Alex Martin, CEO of Clearspeed. “This partnership also marks a major milestone for Clearspeed in the US insurance market, as we expand beyond our leadership in property and casualty to support more lines of business and more people in moments that matter.”
Clearspeed has established expertise in property and casualty claims and is expanding its applications into auto, life underwriting and workers’ compensation. Insurers globally have leveraged the platform to reduce claims handling time by as much as 50 per cent and increase immediate settlements by 40 per cent, all while maintaining strong customer satisfaction.
Following the success of the initial phase, Pinnacol plans to expand its use of Clearspeed, including in First Notice of Injury processes and structured settlement verification.
