Insights Shaping the Future of P&C Insurance Communication
Discover the research, stories, and expert perspectives you need to understand today’s biggest P&C communication challenges and identify better ways to solve them.
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Hi Marley Insights
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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 carriers can improve their claims communication to avoid conflict escalation and accelerate resolution.
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Voice of the Policyholder Survey: FNOL’s Impact on Claim Satisfaction
This report explores policyholders’ experiences with first notice of loss (FNOL) and how carriers can improve this crucial first step in the claims process.
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Combining Automation and Empathy: How Carriers Can Tackle the Most Frequently Asked Questions in Workers’ Compensation Claims
Uncover the most common questions in workers’ compensation claims to improve outcomes, streamline the process, and provide much-needed support to injured workers on their recovery journey.
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Accelerate Customer Satisfaction in Auto Total Loss Claims
Read our report to learn how carriers can streamline the total loss process, reduce costs and improve the customer experience.
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Deliver a Better Claims Experience by Uncovering Frequently Asked Questions
Uncover policyholders’ most frequently asked questions, who they involve and how to get ahead of these inquiries.
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Metrics that Matter: Unlocking the Value in “Time to First Contact”
We analyzed data tied to a representative sample of 100 high caseload adjusters from across our carrier customers to answer the question, “can TTFC accurately predict how an adjuster will handle a claim throughout its lifecycle?” and reveal how TTFC can significantly impact customer satisfaction, cycle times, cost savings and more.
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What Drives 1-Star and 5-Star Customer Satisfaction Scores in Claims
Carrier success depends on customer satisfaction—it all comes down to creating positive, lovable experiences for policyholders. To better understand what drives claims consumer satisfaction, Hi Marley conducted an analysis of aggregate customer data.
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