Plymouth Rock Assurance and Hi Marley, an insurtech providing AI-powered SMS software, have announced an expansion of their partnership following a pilot.
Hi Marley’s platform allows insurers to arrange nearly all aspects of the claim process using text messaging rather than through traditional phone calls and scheduled appointments. During the pilot program, more than 2,500 claims were handled, customer satisfaction ratings have improved, customers used fewer rentals days, and have paid lower operational fees. The Boston-based companies will now design and deploy text messaging across all customer and agent-facing interactions, from policy purchase, to service and renewal.
"While we can't prevent accidents from happening, we can make the claims experience as fast, fair and fearless as possible,” says Plymouth Rock CEO Mary Boyd. This customer-focused process allows our claims adjusters to be incredibly responsive, reducing the complexity that customers often associate with settling a claim, and accelerating the time to get our customers back into their repaired or replaced vehicles."
