Metrics that Matter: Unlocking the Value in “Time to First Contact”
We analyzed data tied to a representative sample of 100 high caseload adjusters from across our carrier customers to answer the question, “can TTFC accurately predict how an adjuster will handle a claim throughout its lifecycle?” and reveal how TTFC can significantly impact customer satisfaction, cycle times, cost savings and more.
Lessons from Hurricane Ida on Proactive, Compassionate and Scalable CAT Communication
P&C carriers must be prepared for an influx of CAT claims in the blink of an eye. Plymouth Rock’s Director of Analytics, Tony Ranauro, shares CAT communications lessons learned during Hurricane Ida, including the importance of fast communication.
Hi Marley Announces Formation of Insurance Advisory Council to Support Platform Innovation and Growth
The Council will guide and inform Hi Marley’s product and go-to-market strategies with background in claims, customer experience, innovation and technology. Their expertise also includes industry suppliers who offer products and services to carriers enabling them to deeply understand the pain points and priorities.
What Drives 1-Star and 5-Star Customer Satisfaction Scores in Claims
Carrier success depends on customer satisfaction—it all comes down to creating positive, lovable experiences for policyholders. To better understand what drives claims consumer satisfaction, Hi Marley conducted an analysis of aggregate customer data.
Mike Greene, Co-founder and CEO of Hi Marley, shares how the insurance industry is changing for the better, what the newfound focus on customer experience means for carriers and policyholders alike and the important role technology plays (think: improved communication, smarter use of data and analytics, and more).