Case Study: New Mexico Mutual strengthens multilingual claims communication with Hi Marley

New Mexico Mutual Strengthens Connections and Service for MultiLingual Customers

New Mexico Mutual Group, a workers’ compensation insurer in New Mexico, needed a better way for adjusters and injured workers to communicate securely via text while improving service for its multilingual customer base. The company also wanted to simplify claims communication, reduce delays, and better support Spanish-speaking policyholders. To address this, New Mexico Mutual Group partnered with Hi Marley Inc and its Hi Marley Insurance Cloud.

Hi Marley Inc provided a secure claims communication platform with SMS messaging, file sharing, and automated translation into 19 languages, helping New Mexico Mutual Group streamline workers’ comp claims conversations. The carrier found that nearly 50% of its Hi Marley cases now use translation, and its bilingual opt-in strategy helped drive a 73% opt-in rate. The solution reduced reliance on third-party translators, saved adjusters time, and improved responsiveness and empathy in the claims process.

New Mexico Mutual Group

Dan Girlamo

VP of Claims