Hi Marley for Service

An intelligent, messaging-first platform built for P&C insurance carriers, helping service teams resolve billing, policy, and service requests faster through Al-assisted conversations.

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75% of policyholders

are comfortable with AI handling service interactions.

75% of policyholders

Policyholders Deserve More Than Hold Music and Phone Tag When They Need Customer Service Support

Policyholders today expect fast and easy customer service. Instead, they frequently get hold queues, IVR mazes, and portals they never log into. The result: frustrated policyholders, overwhelmed reps, and missed opportunities to build brand loyalty. Hi Marley for Service replaces that friction with the experience policyholders want. Inbound requests to carriers get resolved quickly, and carriers can reach out proactively before customers ever need to pick up the phone.

Why Texting Wins Over Webchat

Unlike webchat, texting keeps conversations persistent and accessible, while avoiding app crashes and lost history. It positions insurers as a trusted, always-available contact from day one and lets reps manage multiple conversations asynchronously for a higher ROI.

The demand is there too: 71% of policyholders say they’d text their insurance company if offered, and 84% would save the number to their contacts.

Use Hi Marley to Proactively Communicate with and Respond to Customers

Leverage texting for common service needs like:

  • Policy and billing inquiries

  • Policy changes and updates

  • Rate and premium questions

  • Document requests and ID cards

  • Coverage questions

  • Cancellations and renewals

  • Address changes

Enjoy Enterprise-Grade Capabilities Every Step of the Way, Including:

Inbound and outbound texting, allowing policyholders to message without an app, login, or friction

Test

Automated case creation and smart queue routing the moment a conversation starts

AI-powered identity verification and intent classification before a rep is involved

Multi-queue configuration by business unit, specialty, or request type

Seamless AI-to-human handoff for streamlined communications

Event-triggered outbound messages for renewals, billing alerts, and proactive follow-up

Message templates for consistent, efficient rep responses

Automated translation in 25+ languages

Service analytics and insights dashboard

How It Works: A Continuous Conversation from First Contact to Resolution

Proactively Communicate
Initial Inbound Contact
Intake and Routing
Resolution
Integrate and Analyze
Keep policyholders informed with proactive messaging.
Conversations begin through text or IVR, without apps, logins, or hold times. An automated message fires immediately and the case enters the service queue.
An automated assistant verifies the contact’s identity and classifies their intent (billing, policy change, or document request) before a rep ever touches the conversation. Complex orgs can automatically route inquiries to specialized queues.
For routine inquiries, such as coverage questions and ID card requests, AI-enabled Assistants resolve the case end-to-end. More complex cases escalate to a rep with full context.
Hi Marley integrates with core systems to keep data in sync. Service analytics help supervisors refine processes, identify trends, and coach teams.

What Makes Hi Marley for Service Different

Interested in a Personalized Demo of Hi Marley for Service?

One Conversation:

Policyholders and Insurance Professionals enjoy a single conversation that builds across the insurance lifecycle. Proactive communications seamlessly flow into two-way conversations.

Advanced Service Workflows:

Automated queuing and assignment supporting multiple queues, send and receive media, translation, and detailed contact center metrics.

Flexible AI:

We meet carriers where they are on their AI journey. Automate anything from intake to assignment to full conversation resolution.

Built for P&C Insurance:

A platform specifically designed for policy and billing questions and workflows. AI capabilities built for the regulatory complexity of the industry.

A Better Service Experience for Everyone Involved

Call Deflection to Text

Carriers reduce reliance on phone and manual follow-ups, lowering cost to serve.

Caseload Increase

Reps manage more conversations at once from a single inbox, with less effort.

Service Ratio

Supervisors scale team capacity without adding headcount, even during peak demand.

CSAT Improvement

Policyholders get faster, easier service in the channel they prefer.

Featured Resources

Case Study
Farm Bureau Insurance of Tennessee Further Enhances Customer Service with Hi Marley
Farm Bureau Insurance of Tennessee partnered with Hi Marley to leverage texting for quicker claim handling, improved cycle time, and reduced phone tag. By driving adoption among adjusters, the carrier boosted efficiency, strengthened customer relationships, and maintained its personal touch even during challenging claims scenarios.
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White Paper
Voice of the Policyholder Survey: How Insurers Can Keep Up with Customers’ Evolving Service Expectations
Hi Marley surveyed 1,000 policyholders who interacted with their carriers over the past six months to learn more about their recent service experiences, expectations and preferences, revealing insights that can help carriers rethink how they provide service through communication options and AI-driven automation to improve speed, efficiency and customer satisfaction.
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Press Release
Hi Marley Survey Highlights Opportunities for P&C Carriers to Modernize Service Interactions While Maintaining the Human Connection
Hi Marley’s latest Voice of the Policyholder Survey captures insights from 1,000 U.S. homeowners, renters, and auto insurance policyholders who interacted with their carriers over the past six months. The results highlight customers’ service expectations and preferences, including a dramatic shift in policyholders’ perception of using AI for insurance requests.
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Data Sheet
Hi Marley for Service
Break through current service model limitations and drive efficient, lovable conversations for P&C customer service teams.
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