Transform Auto Total Loss Claims with Better Collaboration and Automation
Accelerating the Total Loss Process with Hi Marley
Total Loss Claims Cost
$54 PER DAY $54 PER DAY
Total Loss Claims Cost
These claims have seen a five-day increase between FNOL and vehicle release in recent years, resulting in carriers spending hundreds of additional dollars per claim.
Auto Total Losses Are Challenging
Navigating a total loss claim is difficult for everyone. Consumers become aggravated with process uncertainty, disjointed communication and managing multiple vendors. As the process drags on, carriers face increasing costs through storage fees, rental charges and productivity loss.
With a steady increase in auto total loss claims year-over-year since 2016, reimagining collaboration across the insurance ecosystem is critical for reducing cycle times, lowering costs and improving the customer experience.
Current Total Loss Experiences
For Carriers
- Claim rep frustration trying to reach customers while managing repetitive information from multiple systems
- Longer cycle times with high-touch claims
- High costs from process delays
For Policyholders
- Process uncertainty at every step
(Questions like, “What do I need to do to get paid?”) - Fragmented communication with various vendors and repetitive conversations
- Phone tag, voicemails and emails causing daily disruptions and long wait times
Hi Marley’s Total Loss Assist™
With Hi Marley’s Total Loss Assist, carriers can tackle total loss process inefficiencies to improve claims handling. Through our seamless integration with the Copart Seller Portal, Hi Marley reduces the number of touchpoints needed to resolve auto total loss claims while increasing customer satisfaction.
Receive a Custom Demo of
Hi Marley’s Total Loss Assist
The Impact of Hi Marley’s Total Loss Assist
Saves carriers $125-150* per total loss claim.
*Estimated calculations for rental days, phone tag/voicemail volume, and excess storage fees.
Decreases release issue frequency by 10%+.
Reduces claim cycle time by 30-40% between FNOL and vehicle pickup.
Increases NPS promoters by 7%.
Metrics comparative to no Hi Marley platform usage.
A Glimpse into the Automated Release Process
Hi Marley’s Total Loss Assist notifies operators when there is a release issue on a total loss claim. This could be an adjuster, total loss coordinator, field rep, or another operator. At the same time, an automated text message is sent to the policyholder with steps to resolve the issue. When the policyholder indicates the release issue has been resolved, the release issue is automatically marked as complete in both Hi Marley and the Copart Seller Portal.
Workflow Assist
As an auto total loss claim is processed, Hi Marley tracks claim progress alongside the ongoing text conversation to:
- Identify claim status
- Keep users informed about what’s next
- Highlight release or other process issues
- Provide details on active steps
- Enhance supervisor support
A Win for All Parties
Hi Marley allows carriers and third-party providers to communicate with policyholders quicker and more efficiently, reducing uncertainty and resolving claims faster from FNOL through payment.
Title Express
Hi Marley’s Total Loss Assist also integrates with Copart’s Title Express to streamline the process of uploading title documents directly in Copart’s Title Express Portal. When a title event occurs, an automated message will be sent to the insured who can then quickly and easily engage with the unique Title Express URL to continue to move the claim along.
Auto total losses have the lengthiest cycle times of all claim types; they include six steps that require multiple touchpoints throughout.
First Notice of Loss (FNOL): Texting at FNOL enables carriers to gather essential claim details in the customer’s preferred communication channel.
Total Loss Determination: SMS-based FNOL collects more details upfront, helping carriers assess and triage claims faster, cutting total loss determination time by 25%.
Total Loss Assignment: Carriers can loop in partners, such as salvage vendors and adjusters, directly into the Hi Marley chat when outsourcing total loss assignments.
Customer Release: Unified conversation threads allow all parties to address vehicle release questions from the body shop, reducing reliance on calls and emails for quicker resolution.
Title Transfer: Hi Marley’s integration with Copart’s Title Express sends policyholders an auto-generated link for easy title uploads, streamlining the title process.
Payment: With Hi Marley’s integrated payment platforms like One Inc, carriers can send same-day deposits instead of checks, shortening cycle times and improving customer satisfaction.
What Policyholders Are Saying
What the Industry Is Saying
“Hi Marley speeds up the total loss determination. We can easily gather lienholder information, account numbers, banking permissions and more, as well as confirm features on the vehicle—all small details that, if gathered quickly, help to finalize the total loss assessment and resolve claims faster.” Continue
Elizabeth Fitzgerald Senior Auto Damage Team Lead Electric Insurance Continue
“Since we’ve rolled out Total Loss Assist, we’ve seen the cycle times on those files decrease by double digit percentages. We’ve also seen pretty significant advanced storage fee reductions as well, about nine-to-twenty percent. So it’s been really significant.“ Continue
Chris Gerhardt Claims Director The Auto Club Group Continue
“We could easily see that the car was totaled from the images, so it moved the process along much faster. The ability to send photos bumped it from a four-to-five-day window of determining total loss to a 40-second window, speeding up the claim, and enhancing our customer satisfaction.” Continue
Michael Jordan Claims Training Specialist Farm Bureau Insurance of Tennessee Continue
