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.

Increases the number of customers who are likely to renew after a total loss claim.
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.

Copart Identification Badge and Customer Communication
Copart Release Alert Badge
Release Note with Copart Data
Actionable Text to Customer with Shop Number
Customer Completes Task: Release Issue Cleared in Hi Marley and Copart
Customer Completes Task: Release Issue Cleared in Hi Marley and Copart

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 resolved 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.

Tackling Inefficiencies at Every Step

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)
Total Loss
Determination
Total Loss
Assignment
Customer Release
Title Transfer
Payment
Offering text messaging during FNOL allows carriers to communicate how customers prefer and quickly collect the crucial information needed to assess the claim, such as images of the damage.
Enabling customers to complete FNOL via SMS allows carriers to collect more information upfront, determine severity and triage the claim appropriately, reducing total loss determination time by 25%.
When outsourcing total loss assignment through a salvage vendor, carriers can add ecosystem partners to the related Hi Marley claim conversation, including salvage vendor coordinators, field adjusters, appraisers and other support staff.
Policyholders must approve the transfer or removal of their vehicle from the body shop. Most questions at this stage can be answered by all parties having access to a unified conversation thread, replacing email and phone tag with collaboration on a digital platform. Improved communication helps achieve a faster resolution, saving time and money.
Carriers can focus on process explanation by communicating clear expectations by sending reminders to locate and obtain the vehicle title and registration. Policyholders can even snap a photo and text it to their carrier via Hi Marley to receive payment days or weeks faster.
Instead of sending settlements through paper bank checks, carriers can utilize Hi Marley integrations with payment platforms like One Inc for same-day deposits. Rapid payments drastically reduce the cycle time and improve the customer experience.

What Policyholders Are Saying

60%

Cycle Time Reduction

Everything was great. Fast responses from my adjuster. Kindness and compassion. Just a great overall experience.

35%

Cycle Time Reduction

Great follow up. My adjuster was super responsive and on top of things. She is an amazing employee, very dedicated and spot-on.

80%

Cycle Time Reduction

They contacted us quickly about our claim, quickly determined the damage to our vehicle and quickly informed us about how our medical bills would be handled.

60%

Cycle Time Reduction

Everything was great. Fast responses from my adjuster. Kindness and compassion. Just a great overall experience.

35%

Cycle Time Reduction

Great follow up. My adjuster was super responsive and on top of things. She is an amazing employee, very dedicated and spot-on.

80%

Cycle Time Reduction

They contacted us quickly about our claim, quickly determined the damage to our vehicle and quickly informed us about how our medical bills would be handled.

What the Industry Is Saying

“Our early indicators point to higher customer survey scores and reduced cycle times. We’re confident Total Loss Assist will bring an improved total loss process to our customers and employees.” Continue

Paul Measley Vice President and Chief Claims Officer Plymouth Rock Assurance Continue

“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

“Digital tools provide a better customer experience. And it’s better for us. It’s more efficient. The higher we can get that Hi Marley utilization, the better we are downstream.” Continue

Tony Ranauro Director of Analytics Plymouth Rock Assurance Continue

“Studies show that carriers focused on early total loss determinations have a big advantage in their total loss index scores, and satisfaction is higher.” Continue

Mark Garrett Director, Insurance Intelligence J.D. Power Continue

“We experienced a lot of improvement in getting the vehicle from when it’s assigned to when it’s released with Total Loss Assist, we saw a 22 percent reduction in that cycle time. ” Continue

Jake Carr Auto Damage Manager Indiana Farm Bureau Continue

“Our AAA Total Loss unit was averaging about 1,000 calls a week and we’ve seen about a 30 percent decrease in the amount of inbound phone traffic. The biggest change we made was implementing Total Loss Assist.” Continue

Chris Gerhardt Claims Director The Auto Club Group 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

Ask Us About Our Total Loss ROI Model!

Learn how Hi Marley’s Total Loss Assist reduces costs, improves cycle times and enhances customer satisfaction.