Case Study: Farm Bureau Insurance of Tennessee achieves faster claims handling and higher customer engagement with Hi Marley Inc

Farm Bureau Insurance of Tennessee Further Enhances Customer Service with Hi Marley

Farm Bureau Insurance of Tennessee, known for its strong customer service reputation across the state, wanted to improve claim handling speed, responsiveness, and reduce phone tag while preserving its personal touch. To do this, the insurer partnered with Hi Marley Inc and began using the Hi Marley Insurance Cloud to bring texting into the claims process.

Hi Marley Inc helped Farm Bureau Insurance of Tennessee drive adoption by requiring claim handlers to offer texting on every claim and document opt-outs in the claims system. The result was a 90% opt-in rate, a 6x increase in Hi Marley conversations, and much faster claims handling, including cutting total loss determinations from four-to-five days to just 40 seconds.