About
Hi Marley is an insurance-specific cloud communication platform designed to modernize how carriers engage with policyholders throughout the claims lifecycle. The platform centers on conversational messaging—replacing phone tag and voicemails with seamless, empathetic text-based interactions that policyholders prefer. Core offerings include a Conversational FNOL™ intake tool that makes first notice of loss simple and empathetic, a Collaboration Hub for internal and external claim communication, AI Coaching & Data Insights that surface sentiment analytics and performance trends, and Enhanced Automation Solutions that reduce manual touchpoints across claims workflows. Hi Marley supports multiple lines of business including Auto, Property, and Workers' Compensation. Specialized products like Total Loss Assist™ and Workflow Assist™ address high-volume, high-friction scenarios—delivering measurable results such as a 30% reduction in inbound calls and 22% decrease in cycle times for early adopters. The platform integrates with major industry systems like Guidewire ClaimCenter and Verisk XactAnalysis, fitting naturally into existing carrier ecosystems. Claims adjusters benefit from reduced phone burden and increased job satisfaction, while carriers gain faster time-to-resolution, reduced claims leakage, and improved CSAT scores. With an average policyholder rating of 4.8/5 per claim, Hi Marley positions itself as the communication backbone for modern, customer-centric insurance operations.
Key Features
- Conversational FNOL™ Intake: Transforms first notice of loss into a simple, empathetic text-based experience that policyholders prefer over phone calls.
- AI Coaching & Data Insights: Provides sentiment analytics and performance data to help claims teams improve communication quality and customer satisfaction.
- Collaboration Hub: Centralizes internal and external claims communication so adjusters and stakeholders stay aligned without friction.
- Enhanced Automation Solutions: Automates routine communication touchpoints across claims workflows to reduce manual effort and accelerate cycle times.
- Deep Ecosystem Integrations: Native integrations with Guidewire ClaimCenter and Verisk XactAnalysis ensure Hi Marley fits seamlessly into existing carrier tech stacks.
Use Cases
- An auto insurance carrier deploys Conversational FNOL™ to let policyholders report accidents via text, reducing call center volume by 30% and accelerating claim intake.
- A property insurer uses Total Loss Assist™ to guide homeowners through the total loss process via empathetic text messaging, improving CSAT and reducing adjuster workload.
- A workers' compensation carrier integrates Hi Marley with Guidewire ClaimCenter to automate status updates and collect claimant information without phone tag.
- A claims operations team uses AI Coaching & Data Insights to monitor adjuster communication sentiment scores and identify coaching opportunities in real time.
- A regional carrier uses Hi Marley's Collaboration Hub to coordinate between field adjusters, internal teams, and vendors during complex property claims, cutting miscommunication and delays.
Pros
- Proven ROI for Carriers: Documented outcomes include 35% reduction in calls/voicemails, 3-day reduction in cycle times, and 4.8/5 average policyholder ratings per claim.
- Purpose-Built for Insurance: Unlike generic communication tools, Hi Marley is designed specifically for insurance workflows, compliance needs, and carrier economics.
- Strong Integration Ecosystem: Works with industry-standard platforms like Guidewire and Verisk, reducing implementation friction for established carriers.
- Multi-Line Coverage: Supports Auto, Property, and Workers' Compensation lines, making it versatile across a carrier's full book of business.
Cons
- Insurance-Only Focus: The platform is purpose-built for insurance carriers, making it unsuitable for businesses outside the insurance industry.
- Enterprise Pricing: As a B2B enterprise SaaS product, pricing is not publicly disclosed and is likely significant, which may be a barrier for smaller carriers or MGAs.
- Implementation Complexity: Integrating with existing carrier systems and workflows may require significant setup time and IT resources, especially without Guidewire or Verisk environments.
Frequently Asked Questions
Who is Hi Marley designed for?
Hi Marley is purpose-built for insurance carriers of all sizes, with particular strength serving mid-to-large carriers managing auto, property, and workers' compensation claims. It's used by 120+ carriers, including four of the top ten.
How does Hi Marley improve the claims experience?
Hi Marley replaces phone calls and voicemails with text-based conversational messaging that policyholders prefer. This results in faster responses, higher CSAT scores, and reduced cycle times—averaging a 35% drop in inbound calls and a 3-day reduction in cycle time.
Does Hi Marley integrate with existing carrier systems?
Yes. Hi Marley integrates natively with Guidewire ClaimCenter and Verisk XactAnalysis, among other insurance platforms, allowing carriers to embed conversational communication directly into existing workflows.
What is Conversational FNOL™?
Conversational FNOL™ is Hi Marley's first notice of loss product that replaces traditional phone-based intake with a guided, empathetic text messaging experience—making it easier and less stressful for policyholders to report claims.
What AI capabilities does Hi Marley offer?
Hi Marley includes AI Coaching & Data Insights that analyze conversation sentiment, flag at-risk interactions, and surface performance trends to help adjusters and managers continuously improve communication quality.
