May 26, 2020

MetLife* Ties Up with InsurTech Startup to Accelerate Virtual Claims

* Farmers Insurance Group acquired the MetLife Auto & Home business from MetLife, Inc. in April of 2021.

By Varada Bhat

MetLife Auto & Home is stepping up its digital transformation by partnering with a claims-focused InsurTech firm.

The carrier has been using Boston-based Hi Marley’s AI-powered “intelligent conversation platform,” specifically designed for the insurance industry, to streamline its claims process.

During a pilot phase of the partnership, which was launched in October, Hi Marley’s platform allowed MetLife customers to use texting to go through the claims process, receive updates, and chat directly with their adjuster. To date, this service has been used in dealing with more than 30,000 claims, a MetLife representative told P&C Specialist.

Now in response to the COVID-19 pandemic, the insurer has started to use Hi Marley’s capabilities outside of the claims process by sending informational text messages. So far, more than 165,000 customers have received a text message about MetLife’s response to the pandemic, including information about resources available to help policyholders.

The expansion of the deal comes at a time when major P&C carriers are being forced to accelerate the use of virtual technologies in order to minimize in-person interactions due to COVID-19 social distancing guidelines issued by the Centers for Disease Control and Prevention.

In May, American Family Insurance teamed up with Hi Marley to use its AI-based technology to accelerate auto insurance claims. Boston-based Plymouth Rock Assurance said that it’s expanding a pilot program the carrier launched with Hi Marley. Further, Hi Marley has partnered with brokerage giant Aon to move its customers to a more efficient messaging system, as reported by P&C Specialist.

Chicago-based Snapsheet , another virtual claims-focused InsurTech firm, recently forged an alliance with Clearcover to help it automate and simplify claims.

MetLife is a Top 20 personal lines carrier with about $3.6 billion in net written premiums in the segment, according to NAIC data.

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Hi Marley

Amy Finn, Director of Marketing  [email protected]