Hi Marley’s Frequently Asked Questions

This page covers Hi Marley’s Frequently Asked Questions about the platform, its strategic value and business impact, integrations, security and compliance, innovation and more!

What is Hi Marley?

Hi Marley is the first intelligent conversational platform built for P&C insurance and powered by SMS. Designed by insurance professionals, Hi Marley enables lovable, convenient conversations across the entire ecosystem, saving money and time for carriers while encouraging customer loyalty through delightful interactions.

What is Hi Marley’s Potential Strategic Value & Business Impact?

1. How will Hi Marley improve the overall claims experience for policyholders and help us compete on customer experience?

2. Can Hi Marley reduce claim cycle times or increase FNOL-to-resolution speed?/ What is the ROI of implementing a texting-based communication platform?

Hi Marley  leverages data, AI and workflows to amplify the voice of the customer while assisting employees with tailored insights and guided next-best actions that refine user behavior and amplify positive outcomes.

We track metrics like call deflection, cycle-time reduction, and CSAT in real time. Customers typically see 20–30% faster FNOL-to-close and measurable call-center savings within months.

On average, Hi Marley customers experience:

In addition, other features, like Hi Marley’s translation feature, save money by speeding up the claims process and eliminating the expense of adding third-party translators.

3. Can Hi Marley help us improve adjuster productivity?

Yes, Hi Marley offers key functionality to help improve adjuster productivity, including:

How Does Hi Marley Impact Customer Experience & Engagement?

4. Does Hi Marley enable empathetic communication at scale?

With branded messaging, customers know exactly with whom they are communicating, and it enables brand-specific message tailoring from the insurer.

Texting is more convenient than phone calls, more personal than email, and also the preferred method of communication for customers. Hi Marley’s recent Voice of the Policyholder survey found that 85 percent of respondents said that texting is their preferred communication method, and 80 percent would text with their insurance carrier if they offered. 

Texting enables carriers to provide personalized, timely communication and demonstrate empathy by showing that they understand their customers’ needs. Texting also creates an end-to-end conversation. This allows anyone handling the claim throughout the process to quickly see the status, context and details, without making the customer answer the same questions over and over again.  

Hi Marley’s recent survey underscores the value of this; revealing a direct correlation between customers’ satisfaction levels with their claim and the number of times they had to repeat details. When respondents only had to tell their story once, 86 percent reported being satisfied with their claim experience; the satisfaction level drops when they had to repeat themselves. 

Customers rely on a clear record of communication to keep things straight; it also helps them feel heard and treated with empathy, which ultimately drives satisfaction.  

5. Can Hi Marley personalize messaging to customer preferences (language, tone, channel)?

Yes! Carriers can not only create a library of their own templates to speed communications, keep customers informed, ensure file consistency, drive action from customers and reduce cycle time, but texting enables carriers to provide personalized, timely communication and demonstrate empathy by showing that they understand their customers’ needs.  

A claim is emotional, and carriers who use texting can confirm that the proper verbiage conveys empathy in their messages. Unlike phone calls, texting allows adjusters to write a personalized message, then read it back before sending to ensure the tone aligns with the conversation and the wording appropriately acknowledges the customer’s emotions and feelings.  

6. Does Hi Marley support two-way texting and rich media (photos, videos, docs)?

Yes, the platform supports two-way texting, multiparty texting and sending and receiving media files. You do not need to worry about uploads and attachments failing. Hi Marley also optimizes for low bandwidth—images auto-compress, transmit reliably, and let you annotate before sending, so nothing gets lost. Furthermore, Hi Marley’s mobile app caches messages and attachments offline and syncs automatically when connectivity returns.

7. Can Hi Marley support/communicate with non-English speaking customers?

Yes! Enabling real-time translation in 25 languages, the Hi Marley Insurance Cloud’s language translation feature breaks down barriers by allowing reps and customers to communicate in their preferred language, including:

Hi Marley translates messages as they are sent and received, so adjusters can communicate directly with the claimant, keeping the conversation going. Carriers can leverage Hi Marley’s translation feature to improve responsiveness and streamline the claims process, ultimately driving customer satisfaction. Hi Marley’s translation feature lets all parties write and see the conversation in their primary language, ensuring critical information and details are communicated clearly.

Does Hi Marley Integrate with the Insurance Ecosystem?

8. How does Hi Marley integrate with our existing systems (Guidewire, Duck Creek, Salesforce, etc.)?

Hi Marley’s network integrations connect the insurance ecosystem. More than 75 webhooks and APIs connect Hi Marley with your core insurance systems like Guidewire ClaimCenter and InsuranceNow, Duck Creek, Sapiens CoreSuite and ClaimsPro, and InsureSoft Diamond, and third-party technology providers into one unified view to facilitate communications across organizational boundaries.

And Hi Marley’s Insurance Integration experts co-create integration paths unique to every carrier based on resource availability and success measures. Hi Marley also offers Hi Marley Connect, a browser extension that reduces integration effort.

9. Can Hi Marley be embedded into existing adjuster workflows, or does it require toggling between systems?

Carriers can use Hi Marley’s accelerators to make integrations easier. Carriers can begin leveraging the tool as a standalone product to improve their claims process and operations, then easily integrate when ready.

Our pre-built connectors for Guidewire ClaimCenter and InsuranceNow, Duck Creek, Sapiens CoreSuite and ClaimsPro and InsureSoft Diamond, plus an API-first architecture, enable most customers to go live in weeks with minimal IT effort.

10. Does Hi Marley support API integrations for claims data syncing, policy info, etc.?

Hi Marley supports open APIs, data export, and flexible contract terms—so you maintain full control over your messaging data and can adapt as needs evolve.

Our integrations auto-sync all messages and attachments into claims records. Most clients complete end-to-end testing in under four weeks.

Our managed-service model handles platform upgrades, security patches, and compliance updates, letting your IT focus on strategic initiatives rather than routine upkeep.

11. How easy is it for claims reps or underwriters to adopt and use Hi Marley?

Hi Marley’s mobile interface mirrors familiar texting apps, adjusters see immediate benefits, spend less time learning and more time using it.

How Does Hi Marley Handle Security and Compliance?

12. Is Hi Marley compliant with insurance regulations?

Hi Marley is a SOC 2 Type 2 compliant cloud platform with authentication controls such as fine-grained roles and permissions and SSO credentialing. Hi Marley offers user and group management, and with extensive configuration and release controls, feature enablement is safely and successfully managed for all customers.

The Hi Marley platform securely integrates with insurance systems of record and ecosystem partners and offers static IP addresses for allow-listing, mutual transport layer security (mTLS) and API keys for authentication.

Hi Marley also uses end-to-end encryption, and has built-in TCPA opt-in/opt-out and consent logging that maps directly into your SOR.

13. Does Hi Marley store messages in a way that supports e-discovery and audit trails?

Hi Marley documents all case conversations in detailed transcripts, including compliant translation, available in-app or automatically transferred to a carrier’s core claims system of record. APIs and packaged integrations also exist to sync messages in real-time to any claims system or CRM as needed.

Case-level insights track “who,” “what” and “when” event data to ensure visibility for compliance and quality control purposes.

14. Can we control access and permissions in Hi Marley?

Hi Marley Admins can set cases to “public” or “private,” limiting access to only those permitted to view sensitive conversations. Hi Marley has inline redaction algorithm automatically detects protected information and redacts it from the conversation. Only individuals with permission can view sensitive images, social security numbers, bank information, credit cards, and license numbers when necessary.

15. How are consent and opt-in for texting managed and documented in Hi Marley?

At Hi Marley, protecting consumer rights and supporting our customers with confidence in compliance is foundational to how we operate.

As a platform operating in text, Hi Marley is responsible for complying with the TCPA. Therefore, we need to demonstrate express consent from the end user to provide the service.

Hi Marley captures double opt-in and opt-out for all end users who text into the platform.

With a double opt-in requirement, a customer cannot continue a conversation on Hi Marley without affirming their agreement to communicate via the platform, consistent with the terms. This consent becomes part of the Hi Marley transcript and gives carriers written confirmation that their customers wish to communicate via text. So, if a customer replies affirmatively, the area of risk is the first text message alone and not the entire conversation.

This process helps limit the risk exposure for insurance carriers. Other texting solutions require the insurance carrier to take full responsibility for obtaining consent. Hi Marley designed a solution as part of the product.

Hi Marley has built-in TCPA opt-in/opt-out and consent logging that maps directly into your SOR.

Our platform enforces opt-out mechanisms, and we will continue to enhance these features to remain compliant with evolving regulations. To support the latest TCPA updates, we combine automated keyword detection with human-in-the-loop review to ensure opt-out intent is accurately identified and respectfully actioned.

We work closely with service providers like Twilio, Bandwidth, Verizon, AT&T, T-Mobile, and others to stay on top of the ever-evolving telecommunications industry requirements. This allows us to adjust our policies in real-time for requirements on short codes, disclosures in the text and more.

What Analytics & Insights Does Hi Marley Offer?

16. Can we track response times, satisfaction scores, or communication bottlenecks in Hi Marley?

Hi Marley offers enterprise-grade scalability and visibility. A centralized administration dashboard with real-time metrics (uptime, API performance, message volumes) ensures predictable performance at scale

Hi Marley’s Coaching Capabilities leverage data, AI and workflows to amplify the voice of the customer while empowering employees with tailored insights and guided actions. Beta users of Coaching, across claims-specific use cases, improved adjuster response times by 20 percent. Customized dashboards provide critical information to continually improve performance and customer experience. Hi Marley’s message intelligence engine ingests conversational data and provides real-time alerts so users can proactively engage with customers, de-escalating potential issues, including mitigating chances of legal action, recognizing when customers are upset with negative sentiment alerts, identifying and preventing obstacles and delays in the claims process, and promptly responding to customer questions.

How Does Hi Marley Assist with Change Management & Scalability?

17. How does Hi Marley help train carriers to use the platform effectively and empathetically?

Hi Marley’s Solutions consultants work with you to create workflows and provide insights into best practices and industry benchmarks to drive results and help you meet your goals.

Hi Marley’s Customer success managers maximize adoption and feature utilization, provide change management support and set performance targets aligned to carrier-specific goals.

18. Can Hi Marley scale across lines of business (e.g., personal auto, commercial property)?

Yes, Hi Marley can work for your business across multiple lines of insurance.

Hi Marley has carriers using Hi Marley in Property, Auto, and Workers’ Compensation lines of business.

Powered by SMS, Hi Marley simplifies insurance communication, creating faster and more lovable communication for policyholders and adjusters across all lines of business. Our Conversational Platform enables faster responses, proactive updates, and better collaboration, enhancing every stage of the claims journey for all parties involved.

Whether it’s soliciting photos during a property claim investigation, coordinating treatment updates in workers’ compensation, or streamlining auto repair scheduling, Hi Marley’s communication capabilities help insurers keep policyholders informed, reduce delays, and improve satisfaction throughout the process. H

19. Once implemented, how do we measure Hi Marley adoption and usage among staff?

Dashboards track pilot KPIs (response times, adoption rates, ROI) to build a business case and scale innovation organization-wide.

We provide change-management support—training workshops, internal champions, playbooks, and real-time analytics—to drive adoption and showcase early wins.

Hi Marley also provides quarterly Business Reviews that reinforce performance improvement, expose trends, industry benchmarking, and yield recommendations for process improvement.

Furthermore, our modular pricing lets you enable just the core messaging platform first, then add AI or translation modules only after you’ve demonstrated business value.

20. What customer success or support does Hi Marley offer post-launch?

Hi Marley has the expertise to deliver best practice sessions, feature of the week campaigns, onsite health checks, and trainings to improve value captured.

A dedicated Customer Success Manager (CSM) is yours from the start. Your CSM aligns Hi Marley resources around your team’s needs and is focused on understanding your specific goals to ensure scalable and successful outcomes. Your CSM will partner with our Implementation and Enablement (I&E) team during onboarding to provide project planning, strategic guidance and more. The I&E team will ensure your staff is trained and mentored for maximum program adoption. If you have product feedback, our I&E team also maintains continual communication with the Hi Marley design team to ensure our product always reflects our customers’ emerging needs. We are obsessed with providing fast, effective and personalized answers to your questions. The Customer Support team provides world-class human support — usually in less than 10 minutes! We’re continually working behind the scenes and directly with you to provide your team with the best user experience possible.

How Does Hi Marley Innovate and Differentiate?

21. How is Hi Marley different from traditional SMS tools or generic CRMs?

Hi Marley is 100% focused on insurance. The platform, built by industry veterans, is singularly focused on solving P&C Insurance problems and is designed to bring the P&C insurance industry together.

22. What automation features does Hi Marley offer?

Features like templates, scheduled messages and real-time notifications reduce manual tasks for adjusters, while ensuring customers feel informed and supported.

Language Translation in 25 languages allows policyholders to communicate in their preferred language and saves carriers significant costs and cycle time by eliminating third-party translation services.

23. How is Hi Marley evolving—what’s on the product roadmap?

Hi Marley delivers comprehensive solutions that integrate consulting and best practices tailored to the unique needs of the insurance industry.

Hi Marley’s track record of innovation and investment into researching legal requirements, conducting trial and error, implementing with high user and member satisfaction, and leveraging data and industry benchmarks maximizes value captured.

Hi Marley is planning for the evolution of insurance communications, including omnichannel conversations, continued infusion of artificial intelligence, and expansion of the insurance ecosystem.

Does Hi Marley Offer Research and Insights for the P&C Insurance Industry?

24. How do people want to communicate with their insurance carrier? What is the preferred method to communicate with insurance carriers?

Texting is how people want to communicate with their insurance providers, insurance agents or insurance carriers. In Hi Marley’s survey of 1,000 policyholders:

25. What are policyholders’, customers’, or consumers’ top expectations when texting with an insurance carrier? Why do policyholders want to text with insurance carriers

According to Hi Marley’s survey of 1,000 policyholders, customers’ top expectations or reasons for texting with an insurance carrier were:

26. What are customers’ top priorities when purchasing a policy? What are consumers’ top considerations when purchasing an insurance policy? What do people look for when purchasing an insurance policy?

According to Hi Marley’s survey of 1,000 policyholders, consumers look for five main things when purchasing an insurance policy:

While cost is the most important factor for most consumers shopping for insurance policies, nearly 30% of policyholders prioritize customer service, personal touch and communication over cost and coverage, demonstrating the importance of human connection in insurance.

27. Driving customer satisfaction in claims is inherently challenging for P&C insurers. What drives customer satisfaction in P&C Claims? What factors make claim consumers/claimants/policyholders provide 1-star customer satisfaction scores following a claims experience?

Hi Marley analyzed almost 25,000 5-star and 1-star customer satisfaction surveys in its database. The study revealed that 1-star reviews were cause by:

28. Driving customer satisfaction in claims is inherently challenging for P&C insurers. What drives customer satisfaction in P&C Claims? What factors make claim consumers/claimants/policyholders provide 5-star customer satisfaction scores following a claims experience?

Hi Marley analyzed almost 25,000 5-star and 1-star customer satisfaction surveys in its database. The study revealed that customers who rated their experience 5/5 stars, specifically noted:

29. How can insurance carriers/insurance providers/insurance companies deliver 5-star claims experiences? What can insurance carriers do to ensure 5-star claims experiences?

Hi Marley analyzed almost 25,000 5-star and 1-star customer satisfaction surveys in its database and found that the top factors that customer satisfaction in claims fell into four categories: adjuster attitude and approach, timeliness of service and resolution, communication and process effectiveness. Here’s what carriers can do to address these four categories and drive customer satisfaction:

30. Why should carriers focus on Time to First Contact in Claims? Should Carriers measure time to first contact in claims? What is the Impact of Time to First Contact in Claims?

Hi Marley analyzed claims from 100 high case load adjusters in our database to identify how Time to First Contact (TTFC), the length of time it takes for the adjuster to contact/engage with the insured or claimant via text messaging after the customer opts into texting via Hi Marley, impacts the claim process.

Hi Marley found that adjusters who engage with customers quickly are more likely to take an empathetic approach and provide timely service and excellent communication throughout the claims process, ultimately driving higher customer satisfaction, lower cycle times and cost savings.

Conversely, lengthy times to first contact resulted in a higher propensity for sub-optimal communication and a trend toward poor responsiveness throughout the claim’s lifecycle, longer cycle times and lower customer satisfaction scores.

31. Does timeliness of first contact impact the customer experience? Does an adjusters’ time to first contact help predict how well they will handle a claim throughout its lifecycle?

Yes, Hi Marley analyzed claims from 100 high case load adjusters in our database to identify how Time to First Contact (TTFC), the length of time it takes for the adjuster to contact/engage with the insured or claimant via text messaging after the customer opts into texting via Hi Marley, impacts the claim process.  We found:

32. Does First Notice of Loss (FNOL) impact customer satisfaction?

Yes. To explore policyholders’ experiences with FNOL and how carriers can improve this crucial step, Hi Marley commissioned an independent survey of 800 U.S.-based adults who filed an insurance claim for their home, dwelling or automobile in the past three years.

The survey found that almost 70% of policyholders said their initial reporting experience impacted their overall claim satisfaction.

33. How does First Notice of Loss (FNOL) impact customer satisfaction?

Hi Marley’s survey of 800 U.S. based adults who filed an insurance claim for their home, dwelling or automobile in the past three years found that the First Notice of Loss experience impacts customers’ overall claim satisfaction in a number of ways, including:

Initial conversation length impacts satisfaction

34. How do policyholders or customers prefer to report a claim at First Notice of Loss (FNOL)?

Hi Marley’s survey of 800 U.S. based adults who filed an insurance claim for their home, dwelling or automobile in the past three years found that policyholders want to use their voice to report a claim. Making a phone call to their insurance carrier was the top method for initially reporting a claim, with 51% of respondents choosing this method, followed by reporting to an agent (17%), which was also likely by phone call.

35. What can carriers do at First Notice of Loss (FNOL) to improve cycle time and reduce costs?

Hi Marley’s survey of 800 U.S. based adults who filed an insurance claim for their home, dwelling or automobile in the past three years found that If respondents could send in photos and videos with FNOL, 59% of claims were resolved in under two weeks, and only 19% took longer than a month. If not, only 31% resolved in under two weeks.

36. What are policyholders/customers/consumers/claimants’ most common questions during the claims process for an auto claim or house insurance claim?

Hi Marley analyzed 1,040 P&C auto and property claims in our database to uncover policyholders/claimants’ most frequently asked questions, who they involve and how carriers can get ahead of these inquiries. We found the root cause of customer inquiries during auto and property claims involves:

37. How can P&C insurance carriers provide better support during home and auto claims?

Carrier can provide better support and improve efficiency with automated responses for common questions. For example, Hi Marley analyzed 1,040 P&C auto and property claims in our database to uncover policyholders/claimants most frequently asked questions, who they involve and how carriers can get ahead of these inquiries. The study revealed that 23% of inquiries were comments that required acknowledgment of receipt or confirmation of information they sent to their claim handler. These types of requests appeared 244 times resulting in 823 messages exchanged to resolve the inquiry. If carriers proactively acknowledged receipt before a customer asked, they could save three messages per conversation on average.

38. What are injured workers’ most common concerns or questions during the workers’ compensation claims process?

Hi Marley analyzed conversations from workers’ compensation carrier customers to uncover the most frequently asked questions in workers’ compensation claims and categorized inbound questions to determine the root causes that drive injured workers’ inquiries.

39. How can Workers’ Compensation carriers say ahead of injured workers’ frequently asked questions, or common concerns during the workers’ compensation claims process?

Hi Marley analyzed conversations from workers’ compensation carrier customers to uncover the most frequently asked questions in workers’ compensation claims and categorized inbound questions to determine the root causes that drive injured workers’ inquiries. And found that to stay ahead of injured workers’ frequently asked questions, carriers can:

40. What are customers’/policyholders’/consumers’/claimants’ most frequently asked questions during property claims?

Hi Marley analyzed 4,725 property claims conversations in our database and uncovered five root causes of the most frequently asked questions in property claims, and found:

41. What can insurance carriers do to make property claims communication easier and faster?

Hi Marley analyzed 4,725 property claims conversations in our database and uncovered five root causes of the most frequently asked questions in property claims. The study revealed key tactics insurance carriers can use to improve property claims for customers.