Arbella Insurance Partners with Hi Marley to Enhance the Customer and Employee Experience
Boston, MA – March 23, 2023 — Hi Marley, creators of the only insurance-focused collaboration platform powered by SMS, is proud to announce its partnership with leading regional property and casualty insurance provider Arbella Insurance.
Headquartered in Quincy, Massachusetts, Arbella attributes its 35 years of success to its focus on cultivating strong relationships with its employees, agents and policyholders.
Arbella is always looking for ways to enhance the claims experience and has selected Hi Marley for its communication and collaboration needs.
Through the partnership with Hi Marley, Arbella can leverage text messaging to streamline communication and provide a more efficient and personalized claims experience.
“The Hi Marley Insurance Cloud will help us meet our evolving customer needs,” said Steve Lin, AVP of Claim at Arbella Insurance. “We’re dedicated to meeting our customers where they are and creating the best experience possible. Texting is the type of communication that everyone is using, so it’s important that we invest in, and offer, this communication channel.”
For Arbella, the employee experience is equally as important as the customer experience. The adjusters appreciate how Hi Marley streamlines the claims process and enables them to easily send and receive media files, answer questions, triage claims and quickly figure out the severity of a loss via text messaging. Hi Marley enables internal and external collaboration through digital communications, which helps solve the complexity and communication silos at various points in the claims process.
“Total loss claims, in particular, have a lot of moving parts, but text messaging makes it easier for the adjuster to quickly provide updates and keep the customer informed at each stage,” said Lin. “With Hi Marley, our adjusters can set up templates that explain the process and remind the customer of things like instructions on where to send the title, settlement information and more.”
“We’re proud to partner with leading P&C insurance industry solutions providers to help accelerate Arbella’s digital transformation,” said Paul Brady, SVP and Head of Claims at Arbella. “Our goal is to leverage Hi Marley to modernize our business, streamline operations, connect with the insurance ecosystem and empower our employees and agents to provide the best possible customer service.”
Hi Marley’s AI-driven alerts and tailored performance insights offer Arbella a new level of transparency that allows management to quickly get a pulse on the organization and continue to drive the business forward.
“Arbella shares our commitment to making insurance lovable for customers,” said Kris Bryant, Senior Client Executive at Hi Marley. “While driving customer satisfaction was Arbella’s number one priority, the team anticipates improved cycle times and time savings with Hi Marley. I’m excited to continue to work with Arbella as they leverage Hi Marley to build deeper relationships and enhance their reputation as a customer-focused insurance provider.”
About the Arbella Insurance Group
Established in 1988, the Arbella Insurance Group (www.arbella.com) is an A rated company by AM Best, with approximately $900 million in revenue and nearly $2 billion in assets. Headquartered in Quincy, Massachusetts, Arbella is a customer-focused, regional property and casualty insurance company, providing commercial insurance products in Massachusetts, Connecticut, Rhode Island and New Hampshire, and personal insurance products in Massachusetts and Connecticut. Recognized as one of the Boston Business Journal’s “Best Places to Work” for 14 consecutive years, Arbella is deeply committed to maintaining high levels of employee satisfaction and supporting a positive and inclusive workplace culture. Arbella attributes its success to their dedicated employees, strong agent partnerships and community focus.
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.