Case Study: Preferred Mutual achieves faster claims communication with Hi Marley

Preferred Mutual Partners with Hi Marley to Adapt to Customers’ Evolving Communication Needs

Preferred Mutual, a property and casualty insurance company, needed a better way to communicate with customers who increasingly prefer texting over phone calls. The company turned to Hi Marley Inc and its Hi Marley Insurance Cloud to make it easier to reach policyholders quickly and in the way they wanted.

With Hi Marley Inc, Preferred Mutual implemented an out-of-the-box, browser-based texting solution that required no integrations or changes to existing systems. The result was faster claims handling, fewer voicemails, and better customer satisfaction, with average CSAT scores of 4.5/5 stars. Adjusters also saved about 2 hours per day on average, and some claims were settled within minutes or closed within 24 hours of receiving photos and details.

Preferred Mutual

Daniel Thall

Property Operations Manager