Solutions/Claims Automation
A Better Way to Move Claims Forward
Claims organizations are navigating rising expectations and increasing complexity throughout the claims journey. Hi Marley combines communication, automation, and AI to help insurers keep claims moving while giving adjusters more time to focus on the moments that matter most.
I was just in an accident, what should I do?
Service Provider
Hooked Towing: Ray's on the way, silver flatbed.
Rentals
Payments
CollaboratorHi Sofia, I'm assisting our team as we look into your claim further. We're glad things are ok and you should be…
FNOL
Resolution
Claims Don't Move in a Straight Line
Claims evolve as new information, conversations, and participants shape what happens next.
Hi Marley helps keep the work surrounding a claim moving forward, while giving adjusters the visibility and control they need.
Claims leaders are navigating:
Operational Complexity
More operational complexity across people, partners, systems, and channels.
A Changing Workforce
A changing claims workforce as experienced adjusters retire and expectations for technology shift.
Policyholder Expectations
Rising policyholder expectations for clear communication, timely updates, and a connected experience.
A Connected Approach to Claims Automation
Claims automation creates the most value when communication, people, systems, and workflows work together. Hi Marley starts with one trusted conversation, connecting policyholders and adjusters in a shared thread that captures context.
That context extends across service providers, systems, and workflows so automation and AI can coordinate next steps and keep claims progressing while adjusters remain in control.
The result is greater operational efficiency, more capacity for adjusters, and a more connected experience for policyholders.
System of Record
Policy, coverage, and deductible in view.
Service Partner
Riverside Auto Body confirmed, photos attached.
Workflow
Rental extension and pickup reminder queued.
AI Assistance
Draft reply ready for Sofia's next step.
SMSofia MitchellCLM-QH-001Insured
PolicyholderDo you know when my car will be ready?
System of Record · Claim status updated
Insurance ProfessionalLet me check on that for you right now.
Service Partner · Repair scheduled
Workflow · Estimate approved
Insurance ProfessionalGood news, your repair's booked for Thursday and the estimate's approved.
Share pickup reminder and rental return
PolicyholderThat's a relief, thank you!
AI Solutions Across the Claims Journey
Each solution applies the right technology to help carriers improve efficiency while creating a more responsive experience for policyholders.
FNOL & Intake
Every claim starts with a conversation that shapes what follows, from the information collected to how quickly work can begin. Hi Marley helps insurers modernize FNOL and intake with a more natural policyholder experience and the context adjusters need to handle the claim effectively.
Conversational FNOL™
Conversational FNOL™ helps policyholders report a loss naturally across voice and messaging while AI gathers the information needed to begin the claim. Seamless handoffs preserve context as the conversation moves to an adjuster, helping insurers reduce manual intake, improve routing, and create a more connected start to the claim.
How it helps
- Support natural claim intake across voice and messaging.
- Gather more complete information from the first interaction.
- Reduce manual intake and repetitive follow-up.
- Provide context that supports appropriate claim handling and routing.
- Preserve continuity as the conversation transitions from AI to an adjuster.
The most powerful thing is meeting people where they are. Everyone has mobile devices. Everybody can text and upload the photos they took in real time. As a result, carriers can capture information without forcing the customer to repeat details and respond faster to their needs.
Glenn Shapiro
$15–$20
saved per completed Conversational FNOL
20%+
reduction in inbound phone calls
9/10
average policyholder rating for ease of use
Minutes
from FNOL to first contact, down from days
Claims Coordination
As a claim progresses, new information, inspections, and partners shape what happens next. Hi Marley helps insurers coordinate work across people, systems, and service providers, giving teams the visibility and shared context they need to keep claims moving with less manual effort.
Property
Workflow Assist™
Workflow Assist™ helps property teams coordinate work across adjusters, contractors, estimating platforms, and policyholders. Integrated with Verisk™ XactAnalysis®, it automates event-driven communication, routes information, and keeps participants aligned as claim events occur. The result is fewer manual touchpoints, less context switching, and more time for adjusters to focus on decisions rather than administration.
How it helps
- Connect communication and property claim data through Verisk™ XactAnalysis®.
- Automate alerts and policyholder updates.
- Reduce manual movement of information between systems.
- Keep policyholders informed with clear next steps.
20%
reduction in inbound call volume per claim
13%
increase in customer satisfaction scores
40%
increase in SMS adoption
Auto
Total Loss Assist™
Total Loss Assist™ helps carriers coordinate vehicle release, title, salvage, rental, settlement, and payment activities. Integrated with the Copart Seller Portal, it uses Hi Marley to automate alerts, move release and title activities forward, and keep policyholders informed. The result is fewer manual touchpoints, shorter cycle times, and a more transparent policyholder experience.
How it helps
- Coordinate carrier, Copart, and policyholder activity.
- Automate vehicle-release and title communications.
- Alert the appropriate team when intervention is needed.
- Keep policyholders informed with specific next steps.
We reduced cycle time without adding anything to headcount.
Jake Carr
Auto Damage Manager
30–40%
shorter cycle time between FNOL and vehicle pickup
$125–$150
estimated savings per total loss claim
10%+
fewer release issues
Inquiry Resolution
Routine questions can interrupt claims work and slow teams down. Hi Marley helps insurers resolve common inquiries, while routing more complex needs to the right claims professional with the context they need to respond effectively.
Claims
Claims Inquiry Assist™
Claims Inquiry Assist™ helps insurers manage inbound claims questions across calls and texts. It identifies the reason for the inquiry, gathers relevant context, and resolves routine requests when possible. When human support is needed, it routes the conversation to the right claims professional with the context already captured. The result is fewer transfers, less manual work, and a smoother policyholder experience.
How it helps
- Understand the intent behind inbound claims questions.
- Support common inquiries such as claim status, payments, and next steps.
- Route more complex needs to the appropriate claims team.
- Preserve context when a claims professional takes over.
- Reduce avoidable interruptions and transfers.
Build the Future of Claims, One Conversation at a Time
Bring communication, coordination, automation, and AI together to keep claims moving, give adjusters more capacity, and create a better experience for policyholders.