Five Best Practices for Property Adjusters Using Hi Marley

Property adjusters must manage high caseloads, coordinate with multiple parties, and keep policyholders informed while ensuring timely resolutions. Yet, the complexity of just one claim can involve five or more people, with everyone requiring the adjusters’ attention and expertise. The phone rings off the hook, and there’s a constant string of emails with everyone needing an update. Without the right tools, miscommunication and delays can lead to frustration for everyone involved.

Carter Bish, Onboarding Specialist at Hi Marley, hosted the “Property Claims Made Easy: Best Practices for Adjusters Using Hi Marley” webinar to share tips and tricks to make property claims simpler, faster, and more transparent with Hi Marley. This included five ways property adjusters can leverage the features of Hi Marley at their desk, or out of the office through the Hi Marley Mobile App, to drive meaningful results in their day-to-day work.

#1. Save Time with Message Templates

Property adjusters often repeat routine details and process explanations during each claim. For example, after an inspection, the adjuster may send an email that says, “your inspection is complete, we’re working on your estimate,” and include the same PDF attachments and documents with additional details.

With Hi Marley templates, the adjuster can send the inspection update in just a few clicks, no more re-writing and re-sending different versions of the same email over and over again.

Adjusters can also use templated messages on the go with Hi Marley’s Mobile App. For example, if an adjuster is out in the field and completes a roof inspection, they can select the case, tap on the templates icon, choose the template, and send the update with just a few taps from their phone, saving time and reducing delays.

#2. Use Outbound Media to Deliver Attachments Securely

Outbound media is also helpful for streamlining tasks. Prior to using Hi Marley, if a customer needed an estimate, the adjuster would need to go to their desk, locate the file, attach it to an email, and hope the file is small enough to send. But now, the adjuster can send the file via text from their phone as an image.

Outbound media is mobile-friendly and secure. The adjuster simply selects the case, clicks the paper clip icon, chooses the media, and sends—no more email file size restrictions. An adjuster can also drag and drop in the web app to send outbound media.

Both message templates and outbound media help the adjuster streamline administrative, repetitive tasks so they can spend more time providing the personal, empathetic touch that ensures policyholders feel supported during the claims process.

#3. Provide Proactive Updates with Scheduled Messages

Providing proactive updates and reminders can fall through the cracks when managing high case volumes. However, scheduled messages allow adjusters to automate communication to stay responsive.

With scheduled messages, the adjuster can compose the messages or select a pre-defined template, then schedule with ease. Instead of leaving a message in file notes to send later, like a Friday check-in or reminder to contact a contractor, Hi Marley automatically sends it at the designated time. Adjusters no longer need to worry about remembering to send routine communications.

#4. Reduce Inbound Inquiries with Auto Replies

Whether an adjuster is in the field, in training, on vacation, or off the clock, they can use auto replies to respond to customers’ inbound text messages when they’re unreachable.

To set up auto replies, an adjuster opens their profile on the web app and sets an out-of-office message, letting customers know they’re away or unavailable, and when they can expect a reply. It’s simple, light, practical, and effective for expectation setting. With auto replies, customers don’t feel ignored, and adjusters don’t return to hundreds of voicemails following up on unanswered text messages.

#5. Keep Everyone in the Loop with Multi-Party Texting and Inbound Media

With multi-party texting, the adjuster can bring multiple personas, including contractors, vendors, insureds, claimants, or other adjusters, into a single text thread. One shared conversation that captures words and images and keeps everyone in the loop is a game-changer for property claims.

Everyone receives the same messages and information at the same time. The adjuster can add participants as needed, instead of making separate phone calls and having individual conversations. All parties (not just the policyholders) can share photos, documents, videos and other media in the text thread, which automatically saves to the integrated system of record’s claim file.

With inbound media, customers can text photos of the damage from their phone directly to the adjuster. This saves time and gets relevant images and information into the claim file faster.

Multi-party texting and inbound media allow parties to talk directly to one another, preventing misunderstandings, leading to faster approvals, fewer handoffs, and less phone tag.

Incorporate These Tips and More to Improve the Claims Process   

By incorporating Hi Marley’s mobile app, message templates, outbound media, scheduled messages, auto replies, multi-party texting, inbound media, and more, property adjusters will enhance efficiency, reduce workload, and improve policyholder satisfaction.

To learn more, click here for the full webinar recording, Q&A, and additional resources.