Solutions/Claims Communication

Better Claims Outcomes Start With Better Communication

When policyholders know what is happening and what comes next, claims move faster. Your teams spend less time chasing updates, repeating information, and managing follow-up.

Hi Marley keeps the conversation connected from first notice of loss through resolution. Policyholders stay informed in a trusted channel they already use, while your teams have the context they need to move the claim forward.

A policyholder smiles at her phone while working at a laptop in a sunlit home office.

The Hidden Cost of Disconnected Claims Communication

Claims rarely slow down because of one major issue.

More often, small delays add up: an unanswered voicemail, a status update that never reaches the customer, or a policyholder having to repeat their story.

Over time, claim cycle times stretch, inbound calls increase, and policyholder confidence declines.

Communication should help move the claim forward, not slow it down.

One Connected Conversation From FNOL Through Resolution

At first notice of loss, customers explain what happened, share photos or documents, ask questions, and wait for updates. As the claim progresses, adjusters, appraisers, repair facilities, and other specialists all need information to do their part.

Those conversations are often spread across emails, voicemails, callbacks, and other disconnected channels.

With the conversation in one place, they can move the claim forward with less repetition and fewer delays.

With Hi Marley, every interaction stays connected in one conversation:

Communicate in a Channel They Already Use

Policyholders reach you in a trusted channel, with no app to download and no credentials to remember.

Share Photos and Documents Instantly

They explain what happened in their own words, share photos and documents, and receive updates throughout the claim.

Context That Follows Every Handoff

As ownership changes or experts get involved, the conversation history stays with the claim. No one starts over, and no one asks the same question twice.

More Time for Expertise

Teams spend less time managing communication and more time applying their expertise where it matters.

A policyholder relaxes on his couch, texting with his claims team.

The fact that an adjuster can just join in the conversation and access the details without waiting for the customer to opt-in again or repeat the same questions saves a lot of time. It also creates a better experience for policyholders with a single point of contact, less repetition and fewer delays.

Andrea Presler

Claims Operations and Auto Material Damage Strategy Leader

Better Conversations Create Better Outcomes

Connected communication helps improve the claim experience while delivering measurable business results. Individual carriers using Hi Marley have achieved:

2 days

faster claims settlement (up to)

35%

reduction in calls and voicemails

100

fewer calls per claim rep each month

5–10 pts

higher NPS on claims involving texting

AFR Insurance — Kim Tomlinson
Casualty Manager

Hi Marley Connects Claim Conversations, Preserving Context Across Every Handoff

Claims involve adjusters, appraisers, material desk specialists, repair facilities, and other stakeholders. Without shared context, handoffs can create delays and force policyholders to repeat information.

Hi Marley keeps messages, photos, videos, and documents connected to the claim, so everyone who joins the conversation can quickly understand what has happened and what comes next.

The result is smoother handoffs, fewer repeated questions, and faster resolution.

SMSofia MitchellCLM-QH-001Insured