Modernize Claims Communication for Policyholders with Hi Marley’s New Guidewire Cloud App
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Insights
The integration of Hi Marley's accelerator into Guidewire's ClaimCenter represents a significant advancement in the insurance technology space. This collaboration emphasizes the growing importance of seamless communication channels between insurers and policyholders. The ability to text directly within a claim management system can streamline the claim handling process, potentially reducing resolution times and improving customer satisfaction.
From an operational standpoint, this integration could lead to cost savings for insurance companies by automating routine communications and leveraging AI for language translation and proactive engagement. The reduction in communication barriers and the enhancement of internal collaboration tools are likely to improve efficiency and accuracy in claims processing.
The use of AI to provide personalized alerts could also mitigate risks and preemptively address policyholder concerns, which might translate to fewer escalated claims and a reduction in the overall cost of claim management. This proactive approach to customer service is a strategic move that could give insurers a competitive edge in a market that values customer experience.
Adoption of the Hi Marley accelerator by insurance companies using Guidewire's ClaimCenter could influence the competitive dynamics within the Property and Casualty (P&C) insurance market. Insurers that leverage this technology might be perceived as more innovative and responsive, potentially attracting tech-savvy customers and enhancing their market share.
Furthermore, the AI capabilities of the Hi Marley platform, such as multilingual support and coaching for adjusters, are likely to resonate with a diverse customer base and could help insurers expand into new demographic segments. The ability to manage multi-user conversations and internal collaborations effectively could also serve as a differentiator in the industry, where efficient claims resolution is a key factor for customer retention.
It is important to monitor the adoption rate of this technology among insurers and assess whether it leads to measurable improvements in operational efficiency and customer satisfaction, as these factors can have a direct impact on the insurers' financial performance and stock valuation.
The immediate financial implications of the Guidewire and Hi Marley partnership could manifest in the form of increased revenue streams for both companies. For Guidewire, expanding its marketplace offerings can enhance its value proposition and potentially increase its customer base and recurring revenue from cloud services. Hi Marley stands to benefit from the exposure and increased adoption through the Guidewire Marketplace.
The long-term financial impact on the P&C insurance sector could include improved profit margins due to efficiencies gained from automation and enhanced customer communication. However, the initial costs of implementation and training should not be overlooked. Insurers will need to weigh these costs against the expected ROI from the integration of such technologies.
Investors should consider the possibility of this technology setting a new industry standard, where not adopting such innovations could lead to a competitive disadvantage. This could pressure other market players to seek similar solutions, potentially benefiting Guidewire and Hi Marley if they can maintain their first-mover advantage.
Built for the P&C insurance industry, Hi Marley’s Conversational Insurance Cloud platform enables insurers to connect and collaborate with their policyholders via text, mitigating communication inefficiencies. The platform also facilitates collaboration internally through features like specific roles and group assignments, in-app notes, mentions and replies, and multi-user conversations. The Insurance Cloud and Guidewire accelerator are enriched with features that leverage artificial intelligence (AI) to ease communication and enhance automation for insurers. Using AI, Hi Marley can translate messages into 19 languages to remove communication barriers with policyholders. Hi Marley’s Coaching capabilities allow adjusters to benefit from AI-enabled personalized alerts designed to help proactively engage with policyholders, de-escalating potential issues.
The Hi Marley Guidewire Accelerator for Texting also enables insurers to:
- Open, close, and access Hi Marley conversations directly within ClaimCenter on Guidewire Cloud;
- Initiate and participate in text conversations with policyholders to collect details about claims;
- Leverage text templates and scheduled messages to optimize workflows;
- Promptly receive notifications of new policyholder activity; and
- Automate claim assignment/reassignment communication.
Hi Marley ensures its technology is compliant and secure, including SOC2 compliance. Its Guidewire app captures SMS opt-in/opt-out status for TCPA (Telephone Consumer Protection Act) compliance and allows users to control case privacy and customize user visibility to protect sensitive information. Conversation transcripts and media files can also be saved as part of the claim file for increased transparency.
“Our technology streamlines processes and helps insurance professionals to be more productive through simple, hassle-free communication,” said Jackie Booth, Senior VP of Product, Hi Marley. “With Hi Marley’s intelligent conversational platform, ClaimCenter users are enabled with an integrated experience, secure compliance measures, and increased workflow efficiencies.”
“Congratulations to Hi Marley on the release of its new ClaimCenter app for Guidewire Cloud customers,” said Will Murphy, Vice President, Global Technology Alliances, Guidewire. “Hi Marley’s technology enables claims professionals to communicate with policyholders via texting - a convenient, preferred communication method for numerous customers. Replaced with texting, insurers can experience a reduction in call volume and ‘phone tag’ traditionally associated with claims, improving cycle times and customer satisfaction, along with an improved experience for team representatives.”
About Hi Marley
Hi Marley is the first intelligent conversational platform built for P&C insurance and powered by SMS. Designed by insurance professionals, Hi Marley enables lovable, convenient conversations across the entire ecosystem, saving money and time for carriers while building customer loyalty through delightful interactions. Hi Marley’s industry-leading collaboration, coaching and analytics capabilities deliver crucial insights that streamline carrier operations while enabling a frictionless customer engagement experience. The solution is made for the enterprise; it’s fast to deploy, easy to use and seamlessly integrates with core insurance systems. Through its advanced conversational technology, Hi Marley reduces friction – empowering innovative carriers to reinvent the customer and employee experience. Learn more at www.himarley.com.
About Guidewire PartnerConnect ecosystem and Ready for Guidewire
Guidewire’s solution ecosystem is the largest in the P&C industry, with over 185 solution partners providing over 215 integrations in the Guidewire Marketplace. Guidewire PartnerConnect Solution partners provide software, technology, and data solutions as well as insurance support services. Our Solution partners help drive business value and innovation for insurers by developing and delivering integrations, extensions, apps, and other complementary solutions for Guidewire products. All of our Ready for Guidewire partner solutions are validated for security, quality, and compatibility with Guidewire, and can be found on the Guidewire Marketplace.
For more information about Guidewire PartnerConnect, please visit http://www.guidewire.com/partners.
About Guidewire Software
Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and machine learning to deliver our platform as a cloud service. More than 540 insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.
As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record, with more than 1,600 successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our marketplace provides hundreds of applications that accelerate integration, localization, and innovation.
For more information, please visit www.guidewire.com and follow us on X (formerly known as Twitter) and LinkedIn.
NOTE: For information about Guidewire’s trademarks, visit https://www.guidewire.com/legal-notices.
View source version on businesswire.com: https://www.businesswire.com/news/home/20240206963225/en/
Melissa
Senior Public Relations Manager
Guidewire Software, Inc.
+1.650.464.1177
mcobb@guidewire.com
Amy Finn
VP Brand & Communications
Hi Marley
617.935.9308
Amy.finn@himarley.com
Source: Guidewire
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