Insights/How Claims Communication Behaviors Impact Cycle Time and Customer Outcomes
How Claims Communication Behaviors Impact Cycle Time and Customer Outcomes
Operators, engineers, and insurance veterans focused on making every policyholder conversation better.
Download the White PaperNew Research Helps Carriers Turn Insight into Action
The claims experience is defined in conversation. Specific interactions between an adjuster and policyholder have a measurable impact on claim duration, escalation risk, and customer experience. We refer to these inflection points as “moments that matter” because they consistently influence claim outcomes.
Carriers send and receive millions of messages using Hi Marley every year. Hi Marley analyzed the data in these conversations to amplify the voice of the customer and reveal ways carriers can improve their communication to capitalize on key moments in the claim process that enhance efficiency and drive higher customer satisfaction.
Download the white paper to turn insight into actions that accelerate cycle times, reduce friction and transform claims.
A policyholder leans on his car handling a claim from his phone, with the Hi Marley claim thread beside him.
Hi, I have an update on your claim.Great, has it been approved?
Yes, your claim has been approved and you should expect payment within ...Related Content
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New Research Details How Communication Behaviors Impact Insurance Carrier Claim Cycle Time and Customer Outcomes
Hi Marley’s analysis of more than 380,000 claims messages reveals key interactions in claim conversations that reduce friction, ...
View Press ReleaseWhite Paper
How Claims Communication Behaviors Impact Cycle Time and Customer Outcomes
This analysis of more than 380,000 text messages exchanged between adjusters and policyholders throughout the claims lifecycle reveals ways [...]
View White PaperHi Marley Works Closely With 125+ Carrier Customers
We leverage aggregate conversational data from our database to benchmark industry performance and provide valuable insights to carriers to continuously improve performance and apply best practices.
Focus on Moments that Matter to Drive Better Outcomes
Conversational
Higher-frequency moments, necessary for the conversation to establish and build human touch and empathy.
High Value Moments
Less common interactions that have a high impact on the claims process.
Actionable Alerts
Moments that happen infrequently but have the most significant impact on the claims process if acted upon earlier.
