How Claims Communication Behaviors Impact Cycle Time and Customer Outcomes
New 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.
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Hi 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.
