Case Study: AFR Insurance Improves Claims Communication and Speeds Resolution with Hi Marley Insurance Cloud

With the Hi Marley Insurance Cloud, AFR Insurance Improves the Claims Experience

AFR Insurance, a century-old provider of auto, home, farm, and life insurance, needed a better way to communicate with policyholders during claims. The company found that many customers preferred texting over phone calls or email, but claims teams were often stuck leaving voicemails, dealing with missed calls, and using inefficient channels that slowed down the claims process. AFR turned to Hi Marley Inc and its Hi Marley Insurance Cloud to improve customer communication.

With Hi Marley Inc, AFR Insurance enabled two-way texting, photo and document sharing, real-time language translation, and consolidated claim documentation in one place. The results were strong: opt-in rates rose from 50% to 75% in the first year, cycle time dropped by 3 days per claim, and customer satisfaction averaged 4.8/5. The platform also helped AFR communicate more effectively with older policyholders and rural customers, while reducing errors and improving claims efficiency.