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.
