Case Study: Plymouth Rock Assurance manages thousands of Hurricane Ida claims with Hi Marley

Plymouth Rock Uses Hi Marley to Handle Thousands of Claims in Hurricane Ida Aftermath

Plymouth Rock Assurance turned to Hi Marley Inc to help manage the overwhelming claims surge that followed Hurricane Ida. With roughly 8,000 home and auto claims, a 90% total loss rate, and call volumes too high for the team to handle efficiently by phone, the insurer needed a faster, more scalable way to communicate with policyholders and keep claims moving.

Hi Marley Inc provided Marley Outreach for proactive storm notifications and text-based claims communication, allowing Plymouth Rock to guide policyholders through claim reporting, updates, rentals, settlements, and digital payment options. About 65% of customers opted in to Hi Marley, two out of every three claims were handled in the platform, and nearly 50% of claimants chose EFT payments—about double Plymouth Rock’s usual rate—while e-FNOL rates also doubled for outreach recipients.

Plymouth Rock Assurance

Tony Ranauro

Director of Analytics