Case Study: Merchants Insurance Group enhances customer service with Hi Marley Insurance Cloud

Merchants Insurance Group Enhances Customer Service with the Hi Marley Insurance Cloud

Merchants Insurance Group wanted to expand communication options for policyholders and needed a more flexible way to connect through email, phone, or text. To address this, the insurer turned to Hi Marley Inc and its Hi Marley Insurance Cloud, using the platform to let claims representatives communicate with customers by text and share photos, updates, and real-time answers.

With Hi Marley Inc, Merchants Insurance Group rolled out texting across personal and commercial lines, becoming the first carrier to deploy the platform across all of its home, auto, business, and workers’ compensation claims. The results included an 81% average opt-in rate, a 4.66-star average customer rating, and 86% of policyholders rating their experience 5/5 stars, showing a measurable lift in customer satisfaction and engagement.

Merchants Insurance Group

Jon Perkins

Claims Manager