Hi Marley for Claims
A Solution Delivered on the Hi Marley Insurance Cloud
Text-based claims processing for faster resolution and delighted customers.
A Simple Solution for the
Entire Claims Process
With Hi Marley Claims, insureds, claimants, FNOL representatives, adjusters, agents and claims vendor partners can quickly streamline the communications needed to report, investigate, evaluate and resolve claims.
Feature Highlights:
- One, unified conversation across the insurance ecosystem
- Claims-specific message templates and workflows
- Message translation for 19+ languages
- Conversation transcripts and audit logs
- Policyholder satisfaction pulse
- Claims dashboards and data insights
"There are a lot of steps in the workers' compensation claims process, so injured workers are understandably frustrated if they can't communicate clearly with their claims team. Hi Marley's ability to translate conversations enables us to quickly and clearly answer questions, making everything more efficient for everyone involved in the process."
“I love the translation feature. Before Hi Marley, I would either need to tag in a colleague for translation if she had time, hope there was a family member available on the claimant’s side that could help or use a third-party translation service. Hi Marley makes it so much easier to communicate and resolve issues.”
“Many of our customers are unfamiliar with the claims process, so it’s crucial to keep them informed about the status of their claim. This technology allows adjusters to communicate more effectively with policyholders, providing timely updates to ensure they understand what’s happening, and resolving issues faster.”
Karen Chiappinelli, CPCU Senior Assistant Vice President, Claims Executive Department Amica Insurance
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“Total loss claims, in particular, have a lot of moving parts, but text messaging makes it easier for the adjuster to quickly provide updates and keep the customer informed at each stage. With Hi Marley, our adjusters can set up templates that explain the process and remind the customer of things like instructions on where to send the title, settlement information and more.”
“After implementing Hi Marley, an adjuster on my team saw her empathy scores skyrocket. She says Hi Marley helped her express empathy more effectively by typing out the words instead of talking on the phone.”
"When we use Hi Marley, the adjuster receives constant coaching and feedback from alerts, sentiment analysis and customer satisfaction surveys. And the nice thing is Hi Marley provides that on every conversation. Through text messaging and Hi Marley, we're able to use all of the data to identify successes, what's working well and opportunities for improvement."
“Texting eliminates phone tag, allowing us to connect with our customers faster. It’s a simple use case but the value cannot be overstated.”
Jay Lannin Senior Vice President, Property Claims and Field Operations & Real Estate and Operational Services Auto-Owners
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“We’re focused on helping the patient return to work, and their livelihood, in a safe manner. Hi Marley enables instant communication after an appointment. That speed and responsiveness are essential for obtaining medical documentation and helps us know if their doctor has determined if the injured worker can return to work in any capacity.”
“[Hi Marley] changes the experience for our claims team. These are professionals dedicated to helping our customers – and giving them better tools matters.”
"As an adjuster, you’re often dealing with back and forth, leaving voicemails and scheduling follow-up calls. Everybody texts, so being able to text with our customers greatly speeds up the claims process. Hi Marley helped me kick my productivity into another gear with customers’ ability to reach me and my speed of response. I can focus on taking care of people as quickly as possible when they are in a tough situation."
“Our adjusters experienced immediate benefits and positive results when they introduced Hi Marley into their workflows. It’s one of those tools that makes you wonder how you ever handled claims without it.”
“Offering another way of communicating claims information allows us to gather information and get answers to straightforward questions before an adjuster gets out to the property. The insured can also send photos of the damages through Hi Marley, which helps us get a better idea of what we’re walking into so we can process the claim faster.”
“The people who use Hi Marley the most rave about it. They love it. The platform increases efficiencies, saves time, helps proactively identify and resolve issues and drives customer satisfaction. Ever since we opted to become early adopters, we haven’t looked back. We’ve seen a lot of success.”
"Hi Marley is very easy to use. The platform is robust, but there's nothing complex about using it…And our adjusters love it. They can easily share documents via text, and it automatically uploads to the claim file, so they don't need to worry about manually adding transcripts to the claim file later.”
"Our users are loving Hi Marley. They like the pace of communication; text messaging enables our adjusters to increase efficiencies and answer customer questions quickly."
"Hi Marley's accelerators that make integrations easier were a big selling point for us because other options we looked at didn't offer that. We liked that we could begin leveraging the tool as a standalone product to improve our claims process and operations, then easily integrate once Guidewire approves the accelerator for our version of ClaimCenter."
"Since we started using templates more, we can see the call volume going down every week and the usage of Hi Marley going up. It alleviates our stress. With fewer calls and voicemails, we have more time to do our jobs, focus on high-value claim-handling activities, and provide even better customer service. There really isn’t a learning curve either for Hi Marley; it’s so easy to use.”
“Once we began using Hi Marley, our Claims team had fewer voicemails to return, were able to move claims to resolution faster, and our customers were happier.”
“The ability to communicate effectively, efficiently and not have redundancy was key. We just looked at every opportunity to use Hi Marley to get in front of the customer with valuable information—it was a helpful tool for us. The feedback we got from our total loss reps is that Hi Marley made everything much more efficient, quicker and easier.”
“What I love about Hi Marley is the amount of time it saves me every single day. I would estimate it's saving me at least two hours on average per day—a quarter of my workday. It's so much time that I'm getting back to work on claims, so that's my favorite thing about it."
Hi Marley's texting capabilities make it easier to communicate throughout the claim and eliminate a lot of phone calls regarding rentals, repair dates, extensions and more. Hi Marley also streamlines all the communications related to payments, from providing status updates to touching base on payment options and answering questions. We can also text the customer a link with the estimate and appraisal versus printing it and putting it in the mail or emailing it; it makes everything much smoother.
“Texting is one of the easy tools we can use to continue to make the claims experience better, and it doesn’t require much effort.”
“Claims is a tough job – anybody who's done it knows it's busy; time management is key, organization is key. And Hi Marley is a wonderful tool to help with those necessary skills in the claim-adjusting world.”
At the claims “moment of truth,” policyholders know promises will be kept and claims will be hassle-free and handled with empathy.
Benefits of Hi Marley Claims
Delight Customers
Policyholders, claimants and agents communicate easily with the claims ecosystem, creating a seamless and hassle-free experience.
Improve the Claim Process
Claim professionals benefit from improved efficiencies along with reductions in phone tag, handling stress and customer frustration.
Increase Customer Retention
Customers are satisfied with faster time to resolution, resulting in less customer churn.
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