Welcome to Transcom Insights: Where Reliability Meets Real Relationships
By Sara Aguila, CEO & Chief Relationship Officer
I've wanted to create this space for some time. Not as another company announcement, but as a genuine channel of communication with the employers, claims teams and case managers who trust us with their injured workers every day. Too often, our conversations happen when something has already gone wrong. A ride was missed. An appointment changed. A language need wasn't communicated. Someone needs an answer immediately.
I want Transcom Insights to create a different kind of conversation, one that shares practical knowledge, ideas, and perspective before an urgent need arises. This is the first of many contributions, not only from me, but from the coordinators, interpreters, drivers, and other teammates who keep thousands of appointments moving every year.
I wanted to begin, however, by explaining something fundamental: Before we talk about what we do, I want to explain why we do it.
Where We Started
Transcom was founded on a simple premise: transportation and language are not administrative details in a workers' compensation claim. They can be the barrier itself. An injured worker who cannot get to a medical appointment or IME does not receive care on schedule. Someone who cannot communicate effectively with their provider may not receive the care they need. Either situation can delay recovery and prolong a claim. That is why this coordination cannot be treated as simply another task to check off a list. It has to be handled by people who understand what is actually at stake. That premise remains the reason we exist today.
What has changed is our scale. We have grown from a small, hands-on team into a nationwide provider trusted with tens of thousands of appointments each year. But growth has never been the objective in itself. It matters because it means more injured workers reach their appointments, communicate with their providers, and can focus on recovery, returning to their lives, and returning to their work.
What Sets Transcom Apart
We don't try to do everything. We provide transportation and language services within workers' compensation, exclusively. Not durable medical equipment. Not physical therapy. Not home health. Not a dozen different service lines bundled together under ancillary or managed care services. That focus is intentional. It allows our team's attention to stay on two things:
Getting an injured worker to their appointment, and making sure they can communicate, understand, and be understood once they arrive.
We're not a rideshare application dispatching an unfamiliar driver. We're not one line item competing for attention within a larger platform. We're a dedicated coordinator who knows your account, your claimants, and your expectations. That commitment is reflected in how we measure our performance: a 99%+ appointment success rate, a three-point confirmation process on every trip, transparent billing with no dead miles or hidden fees, and a guarantee we stand behind. When we are responsible for a missed appointment, we cover the cost of the rescheduled service. That's not a promotional offer. It's how we conduct business.
The Part You Can't Measure on an Invoice
There is another part of our work that no metric can fully capture. We treat every claimant/injured worker as a person, not a file.
Our coordinators, drivers, interpreters, and dedicated relationship management teams are interacting with people who may already be dealing with an unfamiliar and difficult process. How we communicate matters. How we respond when something changes matters. And how we treat someone when they need help matters. Team members such as Emmanuel Deossa on our Dedicated Accounts team work every day to make sure an injured worker doesn't feel like merely another name on a schedule. That part of our work doesn't appear on an invoice. It's also the part I'm most proud of.
What You'll Find in Transcom Insights
This is where we'll share the knowledge behind the work. You'll hear from people across Transcom about the questions, challenges, and experiences they encounter every day. Some of the recurring topics will include:
Logistics Minute: Practical guidance from our coordinators, including questions about transportation, appointment coordination, and the issues that can cause a trip to go off track.
Team Member Spotlights: Meet the people behind the work who consistently go above and beyond, in their own words.
Conference & Industry Insight Recaps: Our takeaways from RIMS, WCI, National Comp, and other industry events, focused on what matters to the professionals we serve.
Plus a few more: recurring features such as The Save and Ask an Adjuster drawn from real stories and real data across the clients we serve nationwide.
The goal is simple: to make Transcom Insights something workers' compensation professionals choose to read because it consistently provides something useful.
Let's Stay Connected and Build This Together
Transcom Insights is meant to be more than a one-way conversation. Throughout the year, we’ll share newsletters, interactive campaigns, raffles, regional events, and occasional questions we’d genuinely like your perspective on.
If there’s a topic you’d like us to address, a question you’ve wanted to ask a transportation or language partner, or an experience from your work with our team that you’d like to share, we’d love to hear from you. Tell us what you’re seeing, what you’re wondering about, and what you’d like to understand better.
The best version of Transcom Insights will be something we build together. Thank you for being part of the Transcom community. If you’d like to stay connected and help shape what comes next, sign up below.