Simple, Lovable Communication
A purpose-built SMS platform for the insurance industry to deliver simple, lovable protection by enhancing the way carriers and policyholders communicate.
Why Hi Marley
We understand that insurance economics are a little different from other industries. Hi Marley creates solutions that help you achieve success across the three most important dimensions that drive those economics.
Customers are Wowed
Communication policyholders want. A continuous stream of timely communication builds trust and loyalty to improve customer satisfaction and retention.
Claims Reps are Happy and Engaged
Make claims adjusters jobs easier to build better policyholder relationships. Eliminate phone tag and increase job satisfaction to drive claim resolutions.
Carriers See Financial Results
Streamlined communication offers faster time to resolution, improved productivity and reduced claims leakage. Improve outcomes with advanced and sentiment analytics.
“Our adjusters have had really high adoption since day one. They continue to tell us they don’t want it ever to be taken away and just how much easier it is to connect and reach out to the customers.”
Five of the top 10 J.D. Power Auto Insurance Customer Satisfaction Award winners are Hi Marley customers
“We aim to deliver the best claim experience possible to our customers. Hi Marley’s platform gives our commercial lines policyholders more choices in how they connect with us and manage their claims. The automated solution streamlines the claim process and communications, enabling our team to remain highly responsive to customers.”
“We value the metrics and analytics received from the Hi Marley platform. We’ve noted shorter claims cycle times and increased positive customer feedback data as two of the most compelling results.”
When asked policyholders’ preference for texting during the insurance process, using texting to service an existing policy was the top choice
"Hi Marley not only has helped us with fast responses, but we've also significantly reduced voicemails. We can get in touch with our customers quickly and efficiently with text messaging. With the telephone, we often call and leave a message. But now, with Hi Marley, we can resolve the issue via text.”
"Our NPS overall is very high but ranges five to ten points higher on claims that involve some form of texting. Text messaging allows the customer to communicate in a way that they’re familiar with, and we see the benefit of interacting with customers in their preferred channel.”
“A big part of our decision was that the team at Hi Marley understands claims and the insurance business, whereas others just didn’t get it.”
100 FEWER CALLS
100 fewer calls per claim rep per month when using Hi Marley
“The Hi Marley platform enhances our already robust digital capabilities for policyholders and aligns with our enterprise-wide mission of helping people thrive in a connected world. Hi Marley lets us meet policyholders on the channel where they want to communicate, making the claims process quicker and easier for everyone.”
“Through ongoing conversations with our customers and agent partners, we’ve come to understand that their preferred methods of communication are changing. Our exciting partnership with Hi Marley allows us to conveniently offer text messaging capabilities, and we’re already seeing positive results.”
“We are seeing a reduction in cycle times that we have now eliminated that dreaded phone tag that really sucks the life out of the customer experience.”
70% of Canadians said they would use texting to receive notifications from their insurer about timely events
“With our property claims team, Hi Marley offers a simple communication tool to keep our customers continually engaged in the claims process. And when loss information is quickly shared, the result is faster resolutions. Ultimately, we want to streamline the claims process. Hi Marley gives us yet another way to do just that.”
“Our goal is to communicate seamlessly with our customers and real time two-way texting is the solution.”
It takes the average person 90 seconds to respond to a text
“Working with the team at Hi Marley has allowed us to create a new model of service that is not only pleasing our customers but intriguing our colleagues. We've had a history of delivering great customer service, but the Hi Marley platform is allowing us to deliver an exceptional experience and develop relationships with our customers like never before.”
“Hi Marley satisfies both our need and our customers’ needs as well. The two-way texting and ease of exchanging documents and photos exceed our expectations.”
With an average customer satisfaction score of 4.7/5, 90% of customers gave Farm Bureau 5-star ratings
“Hi Marley has led to process improvements and allows the claims team to connect more easily with customers. This all translates into improved job satisfaction. And our investigation process has gotten stronger with the customer option to share important materials through SMS messaging.”
“It’s a win-win. Policyholders prefer text messaging rather than playing phone tag, and Hi Marley makes adjusters much more efficient in handling their claims—which in turn makes everyone happy!”
A 93% average opt-in rate proves that text messaging is welcomed by Electric Insurance policyholders
“To resolve claims more quickly while minimizing level of effort, we must keep innovating. Hi Marley’s communication platform offers greater efficiency in claims cycle times, even stronger customer satisfaction and insights we need to further refine products and services.”
“Hi Marley has significantly improved our claims handling process. Communicating with our customers is now simple and direct. I’m especially pleased with how quickly our staff embraced this technology.”
2 DAYS FASTER
By using Hi Marley, Quincy Mutual Group found that total claims settled two days faster and call activity decreased by over 10%
"During our pilot with Hi Marley, we proved our hypothesis that text messaging is our customers' preferred communication method. Our employees loved it, too. Hi Marley's innovative SMS platform helped us streamline communications, reduce phone call volume and simplify operations, saving significant time and allowing us to resolve claims faster."
“Hi Marley brings our client service to a new level. By integrating their solution, we are creating a better experience for a happier customer while optimizing our internal process efficiencies.”
FedNat has seen continued success since launch with 92% five-star ratings and a 4.9/5 average customer score
“With Hi Marley, we’ve been able to build efficiencies into our daily workflows. This helps our claims adjustors be more proactive and efficient, and helps our injured workers get to a resolution and back to work faster.”
“Thanks for your partnership in helping us make the claim experience lovable! We look forward to continuing to improve adoption and delivering a truly frictionless experience.”
FASTER CYCLE TIMES
NPS is 319 basis points higher and claim cycle times are a half-day faster when ACG uses Hi Marley.
“Text messaging has made getting in touch with our customers much easier. Our policyholders may not always be free for a phone call, but they respond the second they see a text message, which keeps the conversation going, without playing phone tag.”
“In working with Hi Marley, we’ve seen how a communications platform can change a customer’s experience in a moment of need.”
DECREASE CYCLE TIME
Encova experienced a 46% decrease in cycle time with Hi Marley and average customer ratings of 4.8/5
“We know that speed and convenience of communication is key to delivering the experience of excellence for our customers, and the intelligent conversation platform helps us take it to the next level.”
QBE North America’s customer satisfaction scores have averaged 4.6/5 stars
“We had a large base of insureds where English was not their preferred language and scheduling time with a translator was a challenge. Hi Marley’s translate feature enables my entire team to communicate with insureds. Time-saving, financially efficient and a smoother process for end-customers and our team members.”
“Texting has become a de facto form of communication for many of us and our customers; we recognized an opportunity to more efficiently and effectively communicate with them in a way they prefer.”
86% of people said texting is their primary method of electronic communication
"In our line of business, there is often a lot of back and forth between the adjuster and the worker who experienced an on-the-job injury. It's a stressful situation, and the benefits are complex. Hi Marley helps us answer our customers' questions faster. It's an innovative solution that will have a lasting positive impact on our business."
“The Hi Marley platform is helping our insurance business level-up to, and even exceed, the expectations of our customers that are used to mobile-enabled experience in most other aspects of their life.”
FEWER CALLS & VOICEMAILS
With Hi Marley, Plymouth Rock experienced a 35% reduction in calls and voicemails
“Our Marley Mobile field adjuster pilot was very successful; it delivered a significant increase in NPS. For the interactions in which adjusters leveraged Marley Mobile, we achieved an NPS of 77. Hi Marley is enabling us to make claims easier and more efficient, which lets us deliver an experience far beyond what policyholders expect.”
“Working with Hi Marley to pilot new use cases for the Marley platform is an obvious win-win. We are improving our bottom line, but even more, improving the customer experience.”
Bankers experienced a 50% reduction in average days to contact and average days to inspect during Hurricane season with Hi Marley
“Our customers wanted a fast and convenient way to communicate with us throughout the claims process, especially when it came to scheduling appointments. By offering a simple texting option, we’re giving our customers a method of communication they’ve been asking for, and one that will make their lives easier.”
“Hi Marley is easy to implement, is user-friendly, and in the first few weeks is already reducing processing time in both underwriting and claims. Our employees are loving it, too!”
TIME & EXPENSE
The built-in translation tool eliminates the time and expense of adding translators to the process
“Our mission is to help our customers manage risk, pre- and post-loss, so that they may live their dreams. The Hi Marley platform provides a means of instant communication with our customers. Our claims team was up and running within a day, and the feedback from customers and our colleagues has been terrific.”
”Offering two-way texting gives our agents a tangible example to show potential customers how Central is investing in tools that drive quick, efficient claim handling practices. We value our team members, agents and policyholders and want to ensure they have the resources to be successful, engaged and satisfied.”
“We are excited to partner with Hi Marley to offer a more positive claims experience, with the added convenience of SMS texting.”
71% of people said they would text with their insurance company if it was offered
“Being there when our customers need us is our number one priority. That’s why we are excited to bring Hi Marley on board; we can reach our policyholders faster and provide all of the information they need right away, without going back and forth playing phone tag. With text messaging, our customers can reach us when it’s convenient for them.”
“We were one of the first companies to work with Hi Marley. That has been an outstanding solution for our policyholders, and we have been working with them a few years now.”
Text messages have a 98% open rate, compared to only 20% of emails
“When a customer has to call us to ask a simple question, it can turn into a five-minute conversation. With text messaging, they can ask the same question in three seconds. The method we use to communicate completely changes the amount of time we, or our customers, need to invest in each claim."
The Hi Marley Insurance Cloud
Insurance is complicated and complex. The Hi Marley Insurance Cloud helps manage piecemeal conversations between customers, carriers and service providers through omni-party communication. We create an integrated customer experience across claims, service and sales that improves resolution time and customer satisfaction. Communication is streamlined from start to finish.
Hi Marley Insurance Cloud Highlights
Hi Marley makes it simple for your policyholders to contact you via text, eliminating phone tag and communication inefficiencies. You deliver simple, lovable protection. Your customers gain a trusted friend in their pocket.
Hi Marley is a trusted contact in your policyholders’ pockets. Be there through your policyholders’ life adventures, ensuring they have help when they need it most.
Speak Their Language
Hi Marley’s translation tool allows your policyholders to communicate in the language of their choice. Eliminate translation complexity and translator service expenses.
A Solution for Insurance
Hi Marley is built for the insurance industry by people who know and love insurance. We understand the complexities of the industry and created Hi Marley to ease these complexities.
Improve the Conversation
Use Hi Marley’s analytical insights to understand how your customers feel. You’ll see sentiment rank orders, capture five-star reviews and see individual and team performance.
Everywhere Your Team Needs to Be
Eliminate phone tag. With the Hi Marley mobile app, field adjusters are alerted to new tasks, get up to speed quickly and log conversations as they happen.
Hi Marley is the platform for the insurance ecosystem. Bring your network into the conversation for faster time to resolution and more satisfied customers.
Many companies have core values, but at Hi Marley our team lives by them. Be Humble, Max Courage and Ubuntu are the drivers behind what we do and how we behave.
To empower insurance to communicate simply, build trust and protect what people love. The insurance industry can be misunderstood and mistrusted. Communication is at the heart of the claims process, but unfortunately 30% of policyholders switch insurance carriers due to a poor experience. We want to change this by making insurance lovable one claim at the time.
Our SMS platform empowers insurance providers to protect people, simply. Policyholders live their life with the confidence they are protected, simply by having open communication with their insurance provider wherever and whenever they need it.
Core to Hi Marley's success and happiness is our team. We celebrate each other's victories in and outside of work, respect each other as individuals and professionals and value ideas over hierarchy. Opinions, thoughts and professional growth matter to all of us.
Improving Communication Across Multiple Lines of Insurance