Assurant Partners with Hi Marley to Enhance Policyholder Claims Process Experience with Rollout of Real-Time Texting
Continued evolution of Assurant’s digital capabilities gives policyholders another way to file a claim directly from their mobile phone
Boston, MA – March 1, 2023 – Today, Hi Marley is proud to announce it has partnered with Assurant, Inc. (NYSE: AIZ), a leading global business services company that supports, protects and connects major consumer purchases, to offer its policyholders advanced texting communications for claims across insurance products including renters, manufactured home, condo and auto. Hi Marley’s innovative texting platform enhances Assurant’s digital capabilities, providing a competitive advantage by simplifying the claims process for customers and streamlining workflows for its claims professionals.
With the Hi Marley Insurance Cloud, Assurant policyholders have the option to text with their customer service representatives, resulting in faster claims lifecycles, increased transparency in how claims are settled and improved customer satisfaction.
“The Hi Marley platform enhances our already robust digital capabilities for policyholders and aligns with our enterprise-wide mission of helping people thrive in a connected world,” said Alex Punsalan, SVP, Head of Global Housing Claims at Assurant. “Hi Marley lets us meet policyholders on the channel where they want to communicate, making the claims process quicker and easier for everyone.”
Assurant can settle most claims using Hi Marley’s text messaging capabilities. And, the ability to schedule calls directly from the platform drastically reduces the time to resolve more complex claims. Furthermore, the platform has built-in data analytics reports to show how policyholders feel, how adjusters handle claims and how teams perform. Another benefit of Hi Marley is the translation feature that allows adjusters to converse with customers in their preferred language via text.
Assurant constantly strives to improve its customer service and engagement metrics. Each week, stakeholders across Assurant’s lines of business receive a report from Hi Marley’s supervisor dashboard that includes actionable, data-driven feedback to improve internal processes. The result is more responsive service, increased job satisfaction for adjusters and customer success team members and a policyholder experience that differentiates Assurant from its competitors.
“We love to see how quickly Assurant, which was already a leader in digital transformation of customer experiences, embraced the Hi Marley texting platform. They’re solving problems with better outcomes faster than ever before for their policyholders. It’s phenomenal to see what they’ve accomplished so far; the improvements we’ve seen are really exciting,” said Kris Bryant, Senior Client Executive, Hi Marley. “Assurant is a prime example of a company evolving its communications processes to meet its customers where they are and differentiates their products in the market by delivering exemplary service.”
Assurant, Inc. (NYSE: AIZ) is a leading global business services company that supports, protects and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and to deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products and other specialty products.
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.
Escalate PR for Hi Marley
305.253.2244 x 4035083