Pinnacol customers’ top 5 questions — and our answers

We receive hundreds of calls every day for support with your worker’s comp policies, claims, bills and more. Here’s what the average caller experienced when they gave us a ring: 

• An answer from a real person within nine seconds
• A quick, accurate resolution from that same person - it happens 84% of the time
• Feeling satisfied with the support you received - customers rate us 4.8 out of 5, whether we served you in English or Spanish.   

We empower our Customer Experience team to be kind, helpful, and make decisions to solve your problems. The team fields between 400-500 calls every day, so we have a good sense of what’s top of mind for our customers. Here are the top five questions we get - and the answers:

1. Can I make a payment? 

Our representatives are always happy to process a payment by phone, but it’s easy to do at the online Policyholder Portal any day of the week or time of day.  

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2. Where are my policy details?

You might be wondering what the limits of liability are on your policy, or when the policy effective date is. In most cases, the same person who answered your call can provide the information you need. Most policy details are also available on the Policyholder Portal. If it’s something more complex, our customer representative will transfer you to an underwriter for assistance.

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3.What’s this on my bill?

If there’s something on your bill that doesn’t make sense to you, our representative will take a look. If they need more help, they’ll reach out to one of Pinnacol’s expert underwriters. 

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4. How do I file a first report of injury? 

We’re ready to help you file a first report of injury over the phone, but most of our customers prefer to file online via our Policyholder Portal. And if it’s your first time, we can guide you through the online reporting process.

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5. What’s the status of my employee’s claim?

In most cases, our representatives will transfer this call to the Claim Representative for assistance. If you’re looking for information outside regular business hours, you can always find claims status on the Policyholder Portal.

We hope this helps! But if you still need to talk to a real person, we’re here to help on the phone or via web chat in the bottom-right corner of our website.