Farm Bureau Insurance of Michigan Selects Hi Marley to Text with Customers in Claims
Farm Bureau Insurance of Michigan Continues its Commitment to Innovation and Customer Loyalty by Implementing Hi Marley’s Texting Communications Solution
Boston, MA – November 19, 2019– Farm Bureau Insurance of Michigan (FB) went live with Hi Marley for their Auto Physical Damage claims in August of this year. Today, the modern customer expects a more seamless and faster way of communicating with their insurance carrier, and Hi Marley is helping Farm Bureau Insurance of Michigan deliver that expectation.
When first using Hi Marley, FB Insurance of Michigan started receiving strong, positive customer response. The platform helped their team of adjusters to have a simpler way to do their job, with powerful tools they love like being able to have multiple adjusters helping a customer in a single chat. Farm Bureau Insurance Claims staff can now communicate with customers, claimants or others, such as colleagues or support providers, via text. For the end customer, it appears as a simple text conversation between a group of people, and there is nothing to download, install or learn. Customers frequently called out Farm Bureau Insurance staff for their excellent service provided on the platform, receiving a 5-star rating from 9 out of every 10 Farm Bureau insureds who had a claim using Hi Marley.
Roger Graff, VP of Claims for Farm Bureau Insurance of Michigan, says, “Texting has been the most used form of communication since 2007. We need to meet our customers where they are in the shortest time possible and at their convenience. Hi Marley satisfies both our need and our customers’ needs as well. The two-way texting and ease of exchanging documents and photos exceed our expectations.”
Hi Marley is an AI-enabled texting platform that bridges the conversation between insureds and the entire insurance ecosystem. The messaging solution streamlines communication around claims, underwriting and policyholder service interactions. Simultaneously, Hi Marley connects everyone who touches that insurance experience into a single conversation happening in real-time with the customer.
Mike Greene, CEO of Hi Marley, said, “Getting to work with carriers like Farm Bureau Insurance of Michigan who have similar views to us on customer experience and satisfaction is so rewarding. The way they embraced what customers asked for and moved quickly to serve them even better was amazing to watch. The team at Hi Marley was thankful to get to be part of Farm Bureau Insurance of Michigan raising the bar for how to stand by customers.”
Farm Bureau Insurance of Michigan has continued their success since going live with Hi Marley, with an average customer satisfaction score of 4.7 / 5. Seeing immense success in Auto Claims, FB Insurance of Michigan will be expanding use of the solution to their property adjusters.
About Farm Bureau Insurance of Michigan
Farm Bureau Insurance of Michigan was founded in 1949 by Michigan farmers who wanted an insurance company that worked as hard as they did. Those values still guide the company today and are a big reason why we are known as Michigan’s Insurance Company, dedicated to protecting the farms, families, and businesses of this great state. Farm Bureau Insurance agents across Michigan provide a full range of insurance services—life, home, auto, farm, business, retirement, Lake Estate®, and more—protecting Michigan residents with more than 660,000 insurance policies statewide. For more information about Farm Bureau Insurance of Michigan: FarmBureauInsurance.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.