Case Study: N&D Insurance Group achieves faster claims handling and higher customer satisfaction with Hi Marley Inc

Norfolk & Dedham Group Elevates the Claims Experience with Templates

N&D Insurance Group (Norfolk & Dedham Group) was looking for ways to improve its claims experience after a departmental revamp brought in new hires and new workflows. As one of Hi Marley Inc’s early adopters, the carrier wanted a better way to manage routine claims communications, reduce manual effort, and help adjusters respond more efficiently to policyholders.

Hi Marley Inc helped N&D Insurance Group use message templates within its claims communication platform to automate common updates, requests, and explanations via text instead of phone calls, email, or snail mail. The result was a 108% increase in case creation in under three months, a 5% increase in survey response rates, and a 4.74/5 average customer satisfaction score, while also reducing call volume and speeding up claims handling.

N&D Insurance Group

Stacy Varitimos

Supervisor, Physical Damage