Case Study: Plymouth Rock Assurance achieves faster claims resolution and higher customer satisfaction with Hi Marley

Plymouth Rock Assurance Drives Value Internally and Externally with Hi Marley

Plymouth Rock Assurance worked with Hi Marley Inc to improve its claims experience as customer expectations shifted toward faster, more digital, omnichannel communication. As the carrier expanded, it needed a way to offer insureds more convenient options than traditional phone calls and scheduled appointments without compromising service or efficiency.

Hi Marley Inc’s AI-powered SMS messaging platform gave Plymouth Rock Assurance a way to handle much of the claims process through text, including sending photos and coordinating claim activity. The result was a 35% reduction in inbound and outbound calls and voicemails, faster claim resolution, lower operational costs, reduced rental days, and improved customer satisfaction, while also giving adjusters and supervisors better visibility into conversations and friction points.

Plymouth Rock Assurance

Aaron Wheaton

Vice President and Chief Claims Officer