Hi Marley, developer of the only digital collaboration platform for the P&C insurance industry, announced today that it has integrated Grammarly’s leading AI communication support into the Hi Marley Insurance Cloud to improve the quality of communication between policyholders and insurance carriers. Operated via SMS, Hi Marley ensures customer satisfaction and reduces customer churn by making the claims process faster, easier, and more convenient.
Improving customer retention depends on how well carriers communicate with their customers. Hi Marley’s recent study of time to first contact found that claims adjuster responsiveness directly correlates to customer satisfaction and faster claims resolution. In the study, the top 25 percent of adjusters with the lowest median time to first contact resolved claims 10 percent faster than the bottom 25 percent, resulting in a three-day shorter cycle time. Additionally, according to Hi Marley’s policyholder survey, respondents said “speed of response” is the number one expectation when texting with an insurance company.
Responsiveness is important when reporting damage. Earlier this year, Hi Marley introduced coaching capabilities to deliver actionable insights that guide claims adjusters on claims calls that require attention and improve response time by 20 percent. Integrating Grammarly’s real-time writing suggestions, provided through the Grammarly Text Editor SDK, enhances communications with greater efficiency, clarity, and quality to create even more endearing customer experiences. Now insurance adjusters will experience Grammarly’s inline writing support while framing communications with policyholders within the Hi Marley Insurance Cloud.
“We know that even the smallest missteps in processing claims have an outsized impact on the customer experience, and that can mean the difference between a five-star and four-star satisfaction rating,” said Sean Stevens, senior product manager at Hi Marley. “Our coaching capabilities give employees instant alerts, including ‘requires attention’ notifications, that prioritize serious issues so they can be resolved quickly, accurately, and sensitively, providing a superior customer experience. Ensuring that communications are clear, concise, and engaging is a big part of customer service and satisfaction, which makes Grammarly a valuable addition to our users.”
“We launched Grammarly for Developers to help people everywhere communicate more effectively, and that includes front-line teams who need to communicate clearly and confidently to delight their customers,” said Rob Brazier, Head of Grammarly for Developers. “With our Text Editor SDK, Hi Marley gives carriers the tools they need to deliver great customer service experiences. We are pleased that Hi Marley is using Grammarly as part of its mission to improve the speed and quality of communications.”