Always Striving to Exceed Expectations, Philadelphia Insurance Companies Partners with Hi Marley
The Tokio Marine Subsidiary Introduces Two-Way Texting Capabilities to Improve the Customer Experience
Boston, MA – November 30, 2022 — Hi Marley, creators of the only insurance-focused collaboration platform powered by SMS, is proud to announce its partnership with Tokio Marine subsidiary, Philadelphia Insurance Companies (PHLY).
Headquartered in Bala Cynwyd, Pennsylvania, and strategically located across the US, PHLY has delivered superior customer service for more than 60 years. The premier national P&C and professional liability insurance carrier continuously reviews its business processes and explores innovative ways to improve efficiency and ease of doing business.
“As we excel and grow as a carrier, we’re reinvesting in tools that will help us continue to improve the customer experience at scale,” said John Tobey, Assistant VP of Claims Operations at PHLY. “During our pilot with Hi Marley, we proved our hypothesis that text messaging is our customers’ preferred communication method. Our employees loved it, too. Hi Marley’s innovative SMS platform helped us streamline communications, reduce phone call volume and simplify operations, saving significant time and allowing us to resolve claims faster.”
As a member of the Tokio Marine Group, PHLY is committed to the Good Company philosophy: “look beyond profit, deliver on commitments, and empower our people.” To start, PHLY will roll out the Hi Marley Insurance Cloud to 200 users in its auto and property groups, empowering employees with tools and insights that improve the claims experience and create better outcomes for customers.
The Hi Marley Insurance Cloud will give PHLY employees the ability to:
- Send outbound messages to customers and receive real-time alerts for inbound messages, streamlining communications.
- Easily share and capture documents, photos, videos and other media files related to the claim using text messaging, making processing claims easier.
- Increase efficiencies with message templates, scheduled messaging and shared case notes.
- Break down barriers with the translation feature that translates conversations in real-time across almost 20 languages.
- Mitigate risk with automated documentation of SMS conversation transcripts, permission settings for case visibility, redaction, audit logging, opt-in/opt-out support and much more.
One of PHLY’s core values is “strive to exceed all expectations: good just isn’t good enough.” A testament to this value, PHLY has achieved a 96 percent customer satisfaction rate. With Hi Marley, PHLY will continue to exceed customer expectations by communicating with customers the way they prefer, ultimately driving more positive experiences.
“It’s been incredibly rewarding to work with such a forward-thinking and collaborative carrier partner like Philadelphia,” said Bryan Ginsberg, Senior Client Executive at Hi Marley. “Ensuring the configuration of the Hi Marley Insurance Cloud fits their workflows, preferences and business needs required a true partnership. We are so proud of the results and appreciate the trust the team at Philadelphia put into us.”
About Philadelphia Insurance Companies
Philadelphia Insurance Companies designs, markets, and underwrites commercial property/casualty and professional liability insurance products incorporating value added coverages and services for select industries. The Company is rated “A++” (Superior) by AM Best Company and “A+” for counterparty credit and financial strength by Standard & Poor’s. In business for over 60 years, PHLY is nationally recognized as a member of Ward’s Top 50, one of the Best Places to Work in Insurance, and one of the Healthiest 100 Workplaces in America. The organization is strategically located across the United States to provide superior service. For more information, please visit www.PHLY.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