September 07, 2022

New Research Reveals What Factors Can Turn a Four-Star Experience into a Five-Star Experience

Report Highlights Adjuster Approach, Responsiveness and Expectation Setting As Key Opportunities for Improving Customer Satisfaction

Boston, MA – September 7, 2022 –Hi Marley, creators of the only digital collaboration platform built for the P&C insurance industry, today unveiled research that explores the nuances separating four- and five-star claims experiences, shedding light into the subtle improvements that insurance carriers can make to achieve more perfect customer satisfaction scores.

Customer acquisition is notoriously expensive for insurance carriers, and customer satisfaction is a critical aspect of improving retention. To understand the elements that bring a near-perfect experience down to a four-star review, Hi Marley analyzed thousands of four-star claims survey responses in its database and identified 1,300 claims with comments that specifically referenced issues or aspects of the claim that, if handled differently, would have resulted in a five-star rating.

The research found that 95 percent of improvement opportunities fell into for main categories:

  • Process Explanation and Expectation Setting– Thirty-four percent of customers cited confusion around the claims process as their primary reason for a four-star review. The research suggests that outlining the claims process and setting expectations from the beginning can help carriers ensure everyone is on the same page and ultimately deliver a better experience.
  • Claim Still Had Unresolved Issues– Twenty-eight percent of respondents who left a four-star review noted that the claim still had unresolved issues, indicating that one of the easiest ways carriers can improve their customer satisfaction scores is to simply wait until the case closes to send the survey.
  • Responsiveness and Availability– Eighteen percent of customers who gave their carrier a 4-star rating noted issues related to availability as the primary reason for not giving a five-star review, including timeliness of communication, responsiveness, unanswered questions, or a negative trend around getting a hold of their adjuster.
  • Adjuster Attitude and Approach– Fifteen percent of the four-star customer satisfaction survey responses indicated issues with the adjuster’s approach, including attitude and level of knowledge.

“The process differences that separate five-star from four-star claims experiences are subtle yet critical, and they mostly all boil down to communication,” said Mark Snyder, Principal Consultant and Claims Subject Matter Expert at Hi Marley. “Carriers need to empower employees to communicate effectively, set expectations, be responsive and transparent. Empathy is a major factor in creating five-star experiences and serving customers with kindness, giving them attention and making them feel heard can go a long way.”

To read the full findings and learn more about how leading insurance carriers are improving customer satisfaction through better communication, expectation setting and more, please download the report: How to Transform 4-Star Experiences Into 5-Star Experiences.

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

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Media Contacts 

Hi Marley

Amy Finn, VP Marketing  [email protected]