Red River Mutual Enhances Communication and Customer Satisfaction with Hi Marley’s Guidewire ClaimCenter Integration

Red River Mutual, based in Manitoba, Canada, has protected the livelihoods of customers and their communities since 1875.

“As a small to mid-sized company, our competitive advantage is ease of doing business and care for the policyholder,” said Scott Jodoin, Claims Manager at Red River Mutual. “Part of that is communicating with our customers in the channel they prefer, and that’s where Hi Marley comes in.”

Red River Mutual recognized the value of texting as a preferred communication channel for their customer and employee experience. They also wanted to streamline operations and speed up claims with improvements across workflows, including photo and image sharing.

After evaluating several different communication platforms, a senior adjuster heard about Hi Marley and brought it to leadership’s attention. Hi Marley’s P&C insurance focus, strong customer service and ability to integrate with Guidewire ClaimCenter stood out.

A Unified Communication Platform Brings Seamless Texting to the Claim Experience

After a successful 30-day pilot, Red River partnered with Hi Marley to bring seamless texting and collaboration to the claims process.

“Our adjusters immediately experienced how Hi Marley reduced phone calls, especially for providing quick updates or answers to questions,” said Chantal Sauve, Claim Supervisor at Red River Mutual. “Texting creates faster communication overall, and, unlike email or phone calls, texting allows adjusters to build friendly rapport with insureds as the claim progresses.”

Hi Marley’s Seamless Guidewire ClaimCenter Integration Delivers Immediate Value, Eliminates Manual Work

A crucial factor in Red River Mutual’s decision to work with Hi Marley was the ability to integrate with Guidewire ClaimCenter.

Red River Mutual deployed and began testing Hi Marley’s Guidewire ClaimCenter v10 accelerator within one month of receiving the code package.

“When we went live with Hi Marley’s Guidewire ClaimCenter integration, all of the major features worked right away,” said Chantal.

“With Hi Marley’s Guidewire ClaimCenter integration, all media received from the insured, related documents and conversation transcripts automatically save directly to the Guidewire ClaimCenter claim file, streamlining the process,” explained Scott. “We now have one-click case creation; it’s a huge time saver and removes a lot of the manual tasks for adjusters.”

Adjusters Fully Embrace the Platform with 70%+ of Cases Created in Hi Marley

To encourage Hi Marley adoption following the integration, Red River Mutual introduced a Key Performance Indicator (KPI) that required adjusters to create 75 percent of claims in Hi Marley.

“After one year, we no longer need to make Hi Marley usage a KPI; our adjusters see the value in using the platform, and engagement remains high,” said Scott.

“There is not a single adjuster who doesn’t use Hi Marley; all of our adjusters have Hi Marley cases opened,” added Chantal.

80% Opt-in Rate and Six-Point NPS Increase Demonstrate How Improved Communication Leads to Higher Customer Satisfaction

Red River Mutual also saw improved customer satisfaction with Hi Marley’s Guidewire ClaimCenter integration.

“Since implementing a seamless integration between Hi Marley and Guidewire, we’ve seen a six-point increase in our Net Promoter Score (NPS) over the past 24 months, reflecting stronger customer satisfaction and engagement,” said Lyndon Friesen, Senior Vice President of Insurance Operations & Service at Red River Mutual.

And, with a consistent 80 percent opt-in rate, it’s clear policyholders prefer texting to communicate. In Red River Mutual’s claim satisfaction surveys, respondents continue to cite texting for making the claim process easier to navigate.

“Hi Marley is making a difference,” said Chantal. “Negative survey feedback about communication has gone down as the Hi Marley usage has increased.”

Hi Marley and Red River Strengthen Partnership, Continue to Innovate and Expand Capabilities to Support Diverse Customer Base

Hi Marley and Red River Mutual continue to strengthen their relationship, find new ways to deliver superior claims experiences, and explore enhancements that better serve their communities.

One meaningful example came from the growing number of Ukrainian-speaking customers in Winnipeg. The Red River Mutual team asked Hi Marley to add Ukrainian to its translation feature to eliminate communication barriers and ensure clear, seamless communication for all customers. Hi Marley made the language available within a few weeks.

“We’re not the biggest carrier, but the urgency and listening to us when we needed to add another language was huge for us and helped support our diverse customer base,” said Chantal. “Hi Marley never makes our requests feel insignificant.”

“Red River Mutual was one of the first Canadian carriers to join Hi Marley, and our relationship with them has continued to grow,” said Jazz Singh, Customer Success Manager at Hi Marley. “They are excellent partners, and I’m excited to see what else we can accomplish together.”