Theo Awards 2026: In Conversation with Burlington Stores

Burlington Stores and Constitution State Services explain how sharing the 'why' with supervisors improved claim reporting and drove litigation and lost time down.
By: | October 29, 2026

Why would a retailer’s heart-shaped logo end up driving its litigation rate down? At Burlington Stores, the heart represents caring for associates, and David Mitchell, Director of Risk & Insurance, has turned that value into a workers’ compensation program that treats injured associates as people, not claims. Joined by Todd Mattiello, Vice President of the National Accounts Client Services Group at Constitution State Services, Mitchell shares how data, communication, and creative return-to-work options moved the numbers. 

The turning point came when analytics showed that stores and distribution centers were not consistently performing required behaviors such as timely claim reporting and sending injured associates to the right panel physician. Instead of circulating more reports, Mitchell took the why to line supervisors: delays leave associates feeling uninformed and push them toward attorneys. In California distribution centers, a well-intended goal of avoiding lost-time injuries had discouraged reporting; once operations leaders connected the dots, reporting improved by about 8%, and lost time claims, litigation, indemnity, and legal spend all declined. Burlington also partners with nonprofit organizations to provide transitional work when a location cannot accommodate an associate’s restrictions, which helps people feel cared for and eager to return. 

Watch the full interview to discover what a spike in back-of-house claims taught Burlington’s leadership early this year, why Mitchell warns against confusing innovation with novelty, and how a 1995 magazine article from his Pep Boys days shows that the fundamentals have barely changed. &

The R&I Editorial Team can be reached at [email protected].

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