Hi Marley’s Integration with Guidewire InsuranceNow: Key Takeaways from Our Recent Webinar

Insurance operations can be faster, simpler and more customer-focused when Hi Marley and Guidewire InsuranceNow come together. During a recent webinar, Kevin Roller, Senior Solutions Engineer at Hi Marley and Mike Winterle, Senior Product Marketing Manager at Guidewire Software, explored how Hi Marley’s accelerator package for Guidewire InsuranceNow simplifies claim handling and boosts efficiency.

Simplify Claim Handling Through Data Synchronization

Once Hi Marley is fully integrated into InsuranceNow, users will see a tab labeled “Hi Marley Cases” that allows them to click into all of the conversations and relevant details related to a specific claim—such as the case number, claimant’s information, operators, case status, conversation history, and more.

As the claimant texts photos and videos of the accident or damage, and provides more context about the incident, the claim file updates in real time, ensuring operators have the most up-to-date messages and media files.

Chat transcripts are also automatically converted into a PDF and attached to the claim file at claim closure. And, any media files or documents submitted via Hi Marley are automatically stored as separate attachments within the claim file with no additional manual steps.

Add Multiple People to a Single Conversation with Ease

Instead of having several disjointed conversations, Hi Marley’s multi-party texting feature allows operators to add participants to the text thread with the claimant, similar to a group chat. This streamlines communication and minimizes confusion.

The InsuranceNow integration with Hi Marley will now display the names of all parties involved in the Hi Marley case after using multi-party texting in Hi Marley.

InsuranceNow also displays the opt-in status of contacts, which is helpful for operators to know who they have explicit consent to text, ensuring TCPA compliance.

Boost Adjuster Efficiency and Streamline Case Management

Hi Marley’s message intelligence engine leverages AI to alert operators of negative sentiment in chat content. These notifications ensure that representatives can respond promptly to frustrated claimants before situations escalate, improving overall customer satisfaction.

Additionally, users can easily add any coworkers to the conversation if needed, such as coverage for a sick day or vacation time. Claim reps can re-assign the case to a new rep or add a secondary operator, providing access to the conversation and permission to communicate with the claimant while the primary operator is out to keep the claim moving forward.

Users can also conveniently view the names of all Hi Marley operators associated with a case directly in the chat details within InsuranceNow, giving teams greater visibility into conversations and ensuring better collaboration throughout the claims process.

Experience the Power of Hi Marley Connect

Hi Marley also offers Hi Marley Connect, a lightweight browser extension available in Edge or Chrome, that allows users to access Hi Marley from anywhere. An adjuster can open the side panel with one click and manage all their Hi Marley conversations alongside InsuranceNow.

The browser extension is a great option for carriers who want a lighter integration experience with minimal involvement from IT teams, while still benefiting from all of Hi Marley’s continuous innovations and features of the web app.

Ready for an InsuranceNow Integration? Hi Marley’s Implementation Approach Ensures Seamless Deployment

The full InsuranceNow integration is straightforward and takes three to five weeks to set up. Hi Marley assigns a designated resource to the carrier to provide support, answer questions and provide clarity throughout each phase of the integration.

The process starts with discovery to identify which Hi Marley utilities a carrier wants to include. Next, we determine requirements, customizations, and build out a timeline for implementation.

“We continue to enhance the integration experience, focusing on usability and clarity for both administrators and end users, and making the experience more intuitive, transparent and easier to manage,” said Kevin.

“By deepening our partnership with Hi Marley, we’re giving adjusters the tools to communicate more effectively, resolve claims faster, and provide the kind of empathetic, responsive service that today’s policyholders expect,” said Mike.

Want to learn more? Click here to watch the complete webinar recording and explore Hi Marley’s Accelerator Package for Guidewire InsuranceNow.