Central Insurance Partners with Hi Marley to Provide Personalized, Friendly and Efficient Customer Service
Boston, MA – September 15, 2022 — Hi Marley, creators of the only insurance-focused collaboration platform powered by SMS, is proud to announce its partnership with Central Insurance to help the P&C insurance carrier continue to innovate and provide its policyholders with an exceptional customer experience.
Based in Van Wert, Ohio, Central understands the value of building a strong community and trust through personal, friendly service. A key to Central’s success for over 145 years is its commitment to never compromising on quality, providing superior performance and pursuing continual improvements.
Eighty-six percent of consumers say text messaging is their preferred electronic communication method. With the Hi Marley Insurance Cloud, Central Insurance can stay on top of changing industry trends and offer its policyholders more communication options that meet their needs. Hi Marley’s innovative, intelligent texting platform makes it easier for claims handlers to communicate and complete tasks, streamlining operations and ultimately reducing cycle times.
Central Insurance carefully selects and works closely with independent agents who provide the best insurance coverage possible at a reasonable cost for individuals and businesses in 25 states.
“Offering two-way texting not only helps our claims professionals, it gives our agents a tangible example to show potential customers how Central is investing in tools that drive quick, efficient claim handling practices,” said Jessica Pannkuk, Director of Claims Transformation at Central. “We value our team members, agents and policyholders and want to ensure they have the resources to be successful, engaged and satisfied.”
Committed to providing continuous quality service, Central ensures all policyholders are taken care of and informed from the first notice of loss through claim resolution and beyond. Rather than wasting time playing phone tag, policyholders can quickly gain insight into every step in the claim process. Claim reps can communicate directly with their policyholders via text messaging to answer questions and provide updates. This provides a more personalized, consistent and hospitable experience during what may be a difficult time.
Hi Marley recently found that communication is the top driver of 1-star claims experiences, with 34 percent of 1-star customer satisfaction surveys mentioning ineffective or sub-optimal communication by the carrier or adjuster. With a focus on creating better communication with policyholders by using Hi Marley, Central will drive more 5-star experiences for its customers.
About Central Insurance
The Central Mutual Insurance Company was founded in Van Wert, Ohio, in 1876 and has since evolved into Central Insurance, a property and casualty insurance carrier providing premium coverage for hundreds of thousands of individuals and businesses across the country. Central is based in Van Wert and operates regional offices in Boston, Atlanta and Dallas, with satellite offices in Columbus and Salt Lake City. Central Insurance has combined assets of more than $2 billion. Central’s A.M. Best rating is A (Excellent). Learn more at www.central-insurance.com.
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.
