Solutions/Policyholder Experience
Turn Every Interaction Into a Reason to Stay
Every policyholder interaction shapes how they feel about working with your company. Whether they are filing a claim, asking a billing question, updating a policy, or simply looking for answers, those moments either build trust or erode it.
Hi Marley enables you to deliver one connected, trusted experience across the entire policyholder relationship, strengthening loyalty, increasing satisfaction, and giving customers more reasons to stay.
A Single Trusted Contact Experience
Today's policyholders don't compare you to other insurance carriers. They compare their interactions with you to the digital experiences they have everywhere else. Policyholders expect you to know who they are, understand their situation, and make it easy to get the help they need.
Hi Marley's Intelligent Communication Platform gives you one trusted place to connect. Every conversation continues with the context intact, making every interaction more informed, personal, and effortless.
One Connected Conversation
A single thread across the relationship and lifecycle, so nothing starts over.
Proactive Engagement
Reach policyholders before, during, and after the moments that matter.
The Channels They Prefer
Conversations that fit naturally into their daily lives, on the channels they already use.
Immediate Answers
Common questions resolved instantly, with an easy hand-off to a representative when needed.
Always a Step Ahead
Automated updates, reminders, and next steps that keep them informed about what comes next.
Policyholders feel respected and supported because your organization is always easy to reach, responsive, and ready to help. The result is stronger relationships that increase satisfaction, retention, and loyalty.
Working with the team at Hi Marley has allowed us to create a new model of service that is not only pleasing our customers but intriguing our colleagues. We have a history of delivering great customer service, but the Hi Marley platform is allowing us to deliver an exceptional experience and develop relationships with our customers like never before.
Karin Bogenschneider
Director of Claims
Be the Trusted Contact in Your Policyholders' Pocket
Policyholders are telling carriers exactly how they want to communicate.
~30%
prioritize service, personal touch, and communication over cost and coverage
85%
prefer texting over other communication methods
71%
would text their insurer if it were available
84%
would save their carrier's number in their contacts
Source: Hi Marley Customer Service Report
Our customers wanted a fast and convenient way to communicate with us throughout the claims process, especially when it came to scheduling appointments. By offering a simple texting option, we're giving our customers a method of communication they've been asking for, and one that will make their lives easier.
Steve Mraz
Assistant Vice President
Innovation Centered Around the Policyholder Experience
The Hi Marley platform is purpose-built for insurance, designed to optimize communication with, and for, your policyholders. We're continuously innovating, not just to move insurance conversations forward, but to protect what people love when they need it most.
Conversational FNOL
Naturally capture a customer's story at first notice of loss and set the tone for a seamless claims journey.
Explore Conversational FNOL
Outreach
Automated, well-timed messages reach customers at the right moments, not only when there's a bill or a problem.
See AI & Automation
Hi Marley for Service
Delight customers with immediate customer service in their preferred channel.
View Service & Retention
Responsible AI
AI-enabled Assistants answer routine questions across the lifecycle and hand off to a representative with full context when needed.
See AI & Automation
Security & Compliance
Secure communication tools that always protect customer conversations and sensitive data.
View Security & Compliance
Conversational Network
Connect every interaction around the policyholder as conversations happen across the broader P&C ecosystem.
Explore the Conversational Network
Better Policyholder Experiences = Stronger Competitive Advantage
Policyholder experience isn't simply a service metric. It's a business strategy, and one of the most durable competitive advantages you can establish. You own the relationship. Hi Marley helps you strengthen it, and drive greater lifetime customer value. Organizations using Hi Marley consistently see:
4.8–5
average rating per claim
98%
customer retention rate
35%
reduction in call and voicemail volume
3 days
reduction in claim cycle time
Our adjusters immediately experienced how Hi Marley reduced phone calls, especially for quick updates or answers to questions. Texting creates faster communication overall, and unlike email or phone calls, texting allows adjusters to build friendly rapport with insureds as the claim progresses. Hi Marley is making a difference.
Chantal Sauve
Claim Supervisor
One Connected Experience Across the Policyholder Relationship
Policyholder experience doesn't begin with a claim or end with a service interaction. It develops over every interaction your organization has with every policyholder.
We bring communication, automation, AI-powered Intelligent Assistants, and conversational context together on one connected platform, purpose-built for the carrier-policyholder relationship. It accounts for the unique requirements of the business and all the different reasons policyholders have to engage with their carriers.
The result is a single, trusted connection between you and your policyholders that addresses both your and their communication needs throughout the relationship.
Our goal is to leverage Hi Marley to modernize our business, streamline operations, connect with the insurance ecosystem, and empower our employees and agents to provide the best possible customer service.
Paul Brady
SVP and Head of Claims
Build Relationships That Last
Make every interaction count with the trusted contact experience today's policyholders expect, while increasing satisfaction and strengthening loyalty.