Overcoming Roadblocks
in Property Claims
In the complex world of property claims, miscommunication and delays can turn an already stressful and emotional situation into a prolonged, frustrating ordeal. Policyholders often feel left in the dark about their claim’s status. When a policyholder is displaced or their damaged property requires urgent repairs, they need quick, clear updates to support fast decision making.
At the same time, property claims adjusters face their own challenges while juggling high caseloads, managing expectations, gathering documentation, scheduling appointments, and more. Handling these tasks can become overwhelming, especially during peak times like natural disasters. Without an efficient way to share updates, confirm details, and coordinate quickly, policyholders, adjusters and network support partners face unnecessary roadblocks to a smooth process.
Hi Marley Makes Property Claims Easier, Faster and More Transparent
Designed to bridge communication gaps and streamline complex workflows for both policyholders and insurance professionals, Hi Marley:
- Helps operators keep policyholders informed with real-time updates.
- Reduces the back-and-forth with instant document sharing.
- Simplifies scheduling with effortless appointment confirmations and reminders.
- Prioritizes adjuster next best actions when processes are delayed or policyholders express frustration.
Catastrophic Event Response
Every year, natural disasters cause tremendous disruption and property damage. Often times phone lines are down, but SMS is available, making it a critical communication channel. With Hi Marley, carriers offer proactive, compassionate, and scalable CAT communication to policyholders in need.
Learn how this carrier used Hi Marley to handle thousands of claims in the aftermath of their region’s second most impactful hurricane.
Through a real-time, two-way integration with Verisk™, Hi Marley’s Workflow Assist with XactAnalysis® ensures seamless collaboration among all stakeholders involved with the claim.
Carriers using Workflow Assist™ report measurable gains in efficiency and customer NPS, including:
- A 20% reduction in inbound call volume per claim
- A 13% increase in customer satisfaction scores
- And a 40% increase in SMS adoption
- And more!
Most importantly, policyholders are kept informed of their claim status with clear expectations of next steps, reducing inbound inquiries to the carrier.
Learn more here.
How Hi Marley Breaks Down Communication Barriers at Every Step
Hi Marley offers policyholders a direct, reliable line to the property adjuster. By fostering clear, continuous communication, carriers accelerate response times, reduce delays, improve clarity, and help claimants feel supported during every step of the process for common property use cases.
First Notice of Loss (FNOL)
Triage and Investigation
Estimate and Appraisal
Claim Handling
Follow-Up
Supplement
Payment
Confirm services and connect policyholders to contractor networks in a single text thread. Improve call deflection rates and the customer experience while reducing cycle time by utilizing both voice and texting at FNOL.
Learn More About Hi Marley’s Conversational FNOL™ Product
Request photos of damage for triage and gather documentation to substantiate the claim.
Expedite self inspections, send automatic reminders to prevent no-shows, provide estimates or portal links and collaborate with service providers as needed.
Provide proactive notifications to policyholders and collaborate with service providers to keep claims moving forward.
Schedule follow-up messages to ensure coordination of the mitigation, estimation and repair processes.
Prepare policyholders for potential supplemental damage claims, reducing the need for calls and improving customer satisfaction.
Pay and notify policyholders of payments in a timely fashion and promote digital payment options through secure links.
Improve Property Claims with Hi Marley Capabilities
See How Hi Marley Can Streamline Property Claims at Your Organization
Conversational FNOL
Streamline claims starting at FNOL via a simple, conversational solution with an empathetic touch.
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Mobile App: Extend much of the Hi Marley web app functionality into field adjuster’s pockets to support ongoing caseloads on the go.
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Message Templates and Scheduled Messages: Save time with pre-defined templates for frequent property updates like site inspections or estimate sharing that can be scheduled in advance.
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Media and File Sharing: Send and receive photos, videos, PDFs and other documents via text that inform proper claim triage and automatically sync to any system.
Auto Replies: Set up automatic out of office and away messages between site inspections to set communication expectations with policyholders.
Multi-Party Texting: Connect with policyholders, adjusters, contractors, agents, restoration vendors and more all in a single unified text thread to consolidate communication and prevent confusion.
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Integrations: Enjoy integrations with network partners to aid with property estimates, automatic notifications, and streamlined communication, as well as system of record connections that reduce redundant admin work and enhance focus.
