Amica Partners With Hi Marley to Bring Empathy to Every Step of the Claims Journey

Amica Insurance has earned lasting customer loyalty and retention by making award-winning service a priority since 1907. To continue strengthening these relationships, Amica partnered with Hi Marley to expand communication options and better meet the evolving preferences of today’s policyholders.

“At Amica, communication is at the heart of what we do. We recognize that our policyholders have busy lives, and texting provides them with a convenient way to interact with us at their own pace,” said Karen Chiappinelli, CPCU, Senior Assistant Vice President, Claims Executive Department at Amica Insurance. “Timely communication is essential to delivering exceptional customer service. And with Hi Marley, we can be more responsive, enhancing their overall satisfaction.”

Improving Communication and Streamlining the Claims Process

Amica continuously improves its communication strategies to ensure clarity, responsiveness, and empathy in every interaction.

As part of this commitment, Amica representatives can use Hi Marley’s features, such as two-way texting, media sharing, message templates, and translation, to create a frictionless claim process.

“Hi Marley helps enhance communication, streamline workflows, and ultimately provide a better experience for both our customers and adjusters,” said Karen.

Keeping Policyholders Informed With Clarity and Care

Amica takes the responsibility of protecting the most important part of policyholders’ lives seriously, and ensures customers feel heard and cared for during life’s most stressful moments.

With Hi Marley, two-way texting streamlines communication, offering a simple and efficient method for every customer to feel supported and engaged throughout the claims process.

“Many of our customers are unfamiliar with the claims process, so it’s crucial to keep them informed about the status of their claim,” said Karen. “This technology allows adjusters to communicate more effectively with policyholders, providing timely updates to ensure they understand what’s happening, and resolving issues faster.”

Amica has also implemented a robust set of automated message templates through their system to answer frequently asked questions and ensure adjusters communicate relevant, complete and correct information at the right moments. With more than 30 templates developed for automated billing, claim status, and policy notifications, Amica customers stay informed on their policy and claim status.

The efficiencies realized through Hi Marley allow Amica adjusters to dedicate more time to meaningful interactions and personalized service that elevate the customer experience and reinforce the company’s well-known brand platform: “Empathy is our best policy.”