Case Study: Farm Bureau Insurance of Michigan achieves seamless customer communication with Hi Marley Inc

Farm Bureau Insurance of Michigan Provides Customers with Seamless Communication Options

Farm Bureau Insurance of Michigan wanted a faster, more seamless way to communicate with customers who increasingly expect instant, convenient service from their insurance carrier. To meet that need, the company turned to Hi Marley Inc and its AI-enabled texting communications platform for claims and customer interactions.

Hi Marley Inc implemented its Insurance Cloud texting solution, starting with Auto Physical Damage claims and later expanding to property adjusters. The platform enabled real-time, two-way communication with customers, colleagues, and support providers, while also simplifying document and photo sharing. Results included an average customer satisfaction score of 4.7/5, with 90% of insureds giving a 5-star rating, and a smoother claims process that adjusters found easier to use.

Farm Bureau Insurance of Michigan

Roger Graff

VP of Claims