Case Study: Massachusetts Property Insurance Underwriting Association streamlines claims communications with Hi Marley Insurance Cloud

MPIUA Streamlines the Claims Experience

Massachusetts Property Insurance Underwriting Association (MPIUA), one of the largest writers of home insurance in Massachusetts, wanted to meet growing customer demand for text messaging without creating compliance and documentation risks. Adjusters were already texting policyholders from their phones, but those conversations were not always captured in the claim file. MPIUA turned to Hi Marley Inc and its Hi Marley Insurance Cloud to provide a secure, compliant way to communicate by SMS.

Hi Marley Inc helped MPIUA automate claims communications, store text and media transcripts in the claim file, and add real-time translation for policyholders and adjusters. The company also automated Hi Marley invitations as part of the claims workflow, driving a 6x increase in opt-in and achieving a 70% opt-in rate. MPIUA also reported that 90% of conversations on Hi Marley’s platform had positive sentiment, while adjusters said the tool improved efficiency and made it easier to share updates and photos.

Massachusetts Property Insurance Underwriting Association

Michael Reilley

Vice President of the Claims Division