Case Study: Encova Insurance decreases cycle times and boosts customer satisfaction with Hi Marley

Encova Insurance Decreases Cycle Times and Increases Customer Satisfaction with Text Messaging

Encova Insurance, a top 20 mutual insurance company in the U.S., wanted to stay ahead of the curve by improving customer experience and operational efficiency in claims. To support that goal, the company partnered with Hi Marley Inc to modernize customer communication through a text messaging platform built for insurance.

Using Hi Marley Inc’s texting solution, including translation capabilities, Encova streamlined claims communication and created a more frictionless experience for policyholders and claims teams. The result was a 46% decrease in cycle times and an average customer satisfaction rating of 4.8 out of 5, showing measurable gains in both speed and service.

Encova Insurance

Teresa King

Senior Vice President and Chief Claims Officer