AF Group Subsidiaries Expedite and Improve the Workers’ Compensation Workflow with Real-time, Two-way Text Messaging
Hi Marley’s Intelligent Messaging Platform Integrates Seamlessly with Guidewire to Increase AF Group Brands’ Customer and Employee Satisfaction and Speed to Resolution
Boston, MA – January 24, 2022 – Hi Marley and AF Group’s workers’ compensation subsidiaries have announced a new partnership to simplify, modernize and accelerate the claims process for insureds, injured workers and agent partners. The Hi Marley Insurance Cloud integrates easily with Guidewire and provides a responsive tool that meets policyholders’ changing expectations.
“Through ongoing conversations with our customers and agent partners, we’ve come to understand that their preferred methods of communication are changing,” said Rick Hobbs, Senior Vice President of Claims at AF Group. “Our exciting new partnership with Hi Marley now allows us to conveniently offer text messaging capabilities, and we’re already seeing positive results.” According to a survey conducted by Hi Marley in July 2021, more than 80 percent of policyholders indicated they prefer to text with their insurance provider, and 84 percent would save that number in their contacts list.
Offering a text messaging solution was an initiative driven by AF Group’s Claim Center of Excellence with the mission of providing superior customer service and internal operational optimization. Customers of AF Group’s workers’ compensation brands can easily transmit documents via text, and claim representatives can proactively schedule important reminder texts about upcoming appointments and services—accelerating the process for approvals and payments to policyholders.
Another benefit is Hi Marley’s translation feature. “We place tremendous value on providing the best possible service to our diverse customer base,” said Jessica McGregor, Director of Customer Experience at AF Group. “Hi Marley’s translation feature helps break down barriers by allowing us to have conversations in the customer’s preferred language. This not only makes for more positive and thoughtful interactions, but also saves on costs and time associated with third-party translation services.”
“After finishing a pilot program with Hi Marley and subsequently opening the program for all workers’ compensation claims, our claim adjusters are enjoying the ease of exchanging messages, documents and photos via text with policyholders,” added Hobbs. “And with the Guidewire integration, this content is automatically added to the claims system; one of the many Hi Marley features that has resulted in better claim service for our customers and increased job satisfaction for our team.”
“Hi Marley is excited to work with AF Group,” said Bryan Ginsberg, Client Executive at Hi Marley. “We aim to provide a platform that demonstrably enhances the lives of the people who use it while also adding business value. With Hi Marley, AF Group workers’ compensation subsidiaries can offer text messaging as a communication option to policyholders, making the claims process as convenient and frictionless as possible.”
AF Group has rolled the platform out to its Workers’ Compensation Division claims team and hopes to expand the partnership to other products and areas of the company in the future.
About AF Group
AF Group’s licensed subsidiaries are premier providers of innovative insurance solutions. Insurance policies may be issued by any of the following companies within AF Group: Accident Fund Insurance Company of America, Accident Fund National Insurance Company, Accident Fund General Insurance Company, United Wisconsin Insurance Company, Third Coast Insurance Company or CompWest Insurance Company.
About Hi Marley
Hi Marley is the intelligent communication platform for the insurance industry. Built by people who know and love insurance, the platform enables hassle-free texting across the entire ecosystem, empowering insurance professionals and delighting policyholders. Hi Marley’s industry leading analytics deliver novel insights that fuel continuous improvement. The solution is built for the enterprise – fast to deploy, easy to use and seamlessly integrates with other core systems. Hi Marley is empowering the world’s leading insurance carriers to reinvent the customer and employee experience. Learn more at www.himarley.com.
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