Case Study: Heartland Farm Mutual simplifies customer claims communication with Hi Marley

Heartland Farm Mutual Simplifies and Streamlines the Customer Experience

Heartland Farm Mutual needed a better way to communicate with policyholders during claims handling. Like many insurers, the company was dealing with phone tag, long hold times, and overflowing voicemail inboxes, and it wanted more modern communication options to improve the customer experience. Hi Marley Inc provided the Hi Marley Insurance Cloud and Marley Mobile to address these challenges.

Hi Marley Inc rolled out its Insurance Cloud to Heartland Farm Mutual’s customer-facing claims team, enabling real-time two-way texting with customers, while Marley Mobile helped field staff quickly join conversations and upload photos, documents, and appraisals directly to claims files. As a result, Heartland Farm Mutual improved time to settlement, increased visibility into claims details, and delivered a faster, more convenient customer experience that boosted overall satisfaction.

Heartland Farm Mutual

Rocco Neglia

Vice President, Claims & Loss Prevention