Case Study: Electric Insurance achieves faster claims and better customer service with Hi Marley

New Texting Capability Drives Significant Service Enhancements at Electric Insurance Company

Electric Insurance Company, a property and casualty insurer, wanted to reduce claims delays and cut down on customer “status calls” caused by slow damage assessment and communication gaps. To address this challenge, the company turned to Hi Marley Inc and its Hi Marley Insurance Cloud texting solution, with a focus on improving claims communication and photo collection at first notice of loss.

Hi Marley Inc’s texting platform, including Ready for Guidewire ClaimCenter integration and Marley Insights analytics, let Electric Insurance send and receive claim updates, photos, and forms directly by text without requiring customers to download an app. The result was a 93% average opt-in rate, faster claims lifecycles, improved vendor coordination, and better customer service through earlier issue detection and more proactive outreach.

Electric Insurance Company

Todd Shevlin

Senior Personal Lines Claims Manager