Auto-Owners Offering Texting for Customers to Communicate with Claim Representatives
With Hi Marley’s Innovative Texting Platform, Auto-Owners Streamlines Communication and Enhances the Customer Experience
Lansing, MI and Boston, MA – December 1, 2020 – Hi Marley and Auto-Owners Insurance announced today their partnership to offer Auto-Owners customers advanced communication options during the claims process and beyond.
“Customers expect the ability to text with service providers and their insurance company is no exception” said Christopher Massey, Assistant Vice President, Claims at Auto-Owners. “Especially for the one-off questions and quick conversations, adding Hi Marley’s innovative texting platform has sped up and simplified all areas of the claims process.”
In addition to responding to customers’ communication preferences, Auto-Owners is committed to finding new ways to streamline the claims process and enhance the customer and claim associate experience. “Texting customers first gives our claim representatives a better opportunity to reach customers by phone more promptly,” commented Jay Lannin, Senior Vice President, Property Claims and Field Operations & Real Estate and Operational Services. “Texting eliminates phone tag, allowing us to connect with our customers faster. It’s a simple use case but the value cannot be overstated.”
“Claim Representatives are happier when they are given tools that make it easier to provide better customer service,” noted Massey. “Hi Marley has led to process improvements and efficiencies and allows the claims team to connect more easily with customers. This all translates into improved job satisfaction.”
Lannin also appreciates the ease of sharing pictures, videos and documents through the platform. “A key area of claims handling is investigation – and our investigation process has gotten stronger with the customer option to share important materials through SMS messaging.”
Auto-Owners also commented on Hi Marley’s usability. “The tool is simple and the setup was smooth – not too many moving parts,” noted Lannin. “Sometimes technology implementation can be clunky but we did not encounter that with Hi Marley – it’s a tool our claim associates like using.”
“We’ve enjoyed getting to know the Auto-Owners team,” said Mike Greene, CEO and Co-founder of Hi Marley. “Their commitment to providing exceptional customer and employee experiences was evident from the start and we are proud to be supporting them in these efforts.”
About Auto-Owners Insurance
Established in 1916 and headquartered in Lansing, Michigan, Auto-Owners Insurance Group is the 14th-largest property/casualty insurance group in the nation, based on written premium of over $8.8 billion. The company also ranks 320th on the Fortune 500 list.
Auto-Owners sells its products through more than 48,000 licensed independent agents in its 26 operating states. The company provides auto, home, business and life insurance to more than 3 million policyholders.
About Hi Marley
Hi Marley is a software provider offering the first AI-enabled conversation platform specifically designed for the insurance industry. Hi Marley enables insurance carriers to easily and quickly communicate with customers and other partners in the insurance ecosystem through SMS messaging, so they can deliver an optimal customer experience across all touchpoints in the customer journey. The platform has flexible APIs and requires zero integration.