Committed to Exceptional Service for 125 years, MMG Insurance Continues to Innovate the Customer Experience with Hi Marley
Boston, MA – July 13, 2022 — Hi Marley, creators of the only AI-powered collaboration platform purpose-built for insurance, is proud to announce its partnership with MMG Insurance to help the P&C insurance provider continuously improve on its commitment to superior service.
Headquartered in Presque Isle, ME, MMG knew that customers wanted the option to communicate via text messaging. The Hi Marley Insurance Cloud enables MMG to fill that void with an intelligent communication platform built for the claims ecosystem. Hi Marley allows claimants and policyholders to opt-in to a text conversation with the carrier’s claims team, streamlining communications and increasing efficiencies.
Committed to providing an exceptional customer experience for more than 125 years, MMG is always looking for opportunities to improve its offerings. MMG’s technology professionals loved that implementing Hi Marley did not require a heavy IT lift, so they could stay focused on other major technical projects and innovation initiatives that required their skills and attention.
“Hi Marley is truly an out-of-the-box solution, so it was helpful for us,” said Abel Russell, Claims Director at MMG. “There’s no level of expertise required; we didn’t need to get a technical resource, enterprise architect, or IT involved. We just need to set up a user, and they can start texting with customers in two minutes. The platform has already made a huge impact without a lot of effort.”
With Hi Marley, MMG claims professionals can easily collect photos, videos, documents and other important media files via text messaging. Prior to Hi Marley, MMG customers would run into issues with too large files or difficulties attaching items to emails. Now, 30 percent of the messages in Hi Marley have a media file attached, a much higher percentage of claims than before, which helps MMG reps process claims faster.
A nine-time recipient of Best Places to Work in Maine, MMG knows that giving employees the tools to make their jobs easier increases satisfaction. “Our users are loving Hi Marley,” said Russell. “They like the pace of communication; text messaging enables our adjusters to increase efficiencies and answer customer questions quickly.”
He continued, “When a customer has to call us to ask a simple question, it can turn into a five-minute conversation. With text messaging, they can ask the same question in three seconds. The method we use to communicate completely changes the amount of time we, or our customers, need to invest in each claim.”
MMG’s opt-in rate for text messaging started high, at 73 percent, above the industry average and continues to climb. “With significant adoption right out of the gate, it’s clear MMG listens to its customers and continually innovates to offer an exceptional experience,” said Nick Grubnich, Client Executive at Hi Marley. “We’re just getting started. I’m excited to see what we can accomplish together.”
“Everyone I’ve worked with at Hi Marley knows how to talk about insurance,” said Russell. “Since we’re all speaking the same language, it has made getting things up and running so much easier. That sounds basic, but I’ve dealt with vendors in different industries, and it’s hard when they don’t understand our customers and our business needs. Hi Marley knows insurance, which ensured we had a smooth implementation and are getting the most out of the platform.”
MMG Insurance Company, headquartered in Presque Isle, is a regional property and casualty insurance company with operations in Maine, New Hampshire, Vermont, Pennsylvania, and Virginia. With roots dating back to 1897 and a history rich in growth, MMG has earned consistent regional and national recognition for superior service, ease of doing business and as a best place to work. This year marks MMG’s 125th year in business. Today, the Company writes in excess of $231 million in premiums in partnership with over 221 Independent Agencies across more than 577 locations. For more information, visit www.mmgins.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.