Insurtech: Arbella Insurance, Hi Marley to Enhance Client, Employee Experience

Hi Marley, creators of the only insurance-focused collaboration platform powered by SMS, is pleased to announce its partnership with regional property and casualty insurance provider Arbella Insurance.

Headquartered in Quincy, Massachusetts, Arbella says that it “attributes its 35 years of success to its focus on cultivating strong relationships with its employees, agents and policyholders.”

Arbella explains that it is always “looking for ways to enhance the claims experience and has selected Hi Marley for its communication and collaboration needs.”

Through the partnership with Hi Marley, Arbella can “leverage text messaging to streamline communication and provide a more efficient and personalized claims experience.”

Steve Lin, AVP of Claim at Arbella Insurance, said:

“The Hi Marley Insurance Cloud will help us meet our evolving customer needs. We’re dedicated to meeting our customers where they are and creating the best experience possible. Texting is the type of communication that everyone is using, so it’s important that we invest in, and offer, this communication channel.”

For Arbella, the employee experience is “equally as important as the customer experience.”

The adjusters appreciate how Hi Marley “streamlines the claims process and enables them to easily send and receive media files, answer questions, triage claims and quickly figure out the severity of a loss via text messaging.”

Hi Marley enables internal and external collaboration “through digital communications, which helps solve the complexity and communication silos at various points in the claims process.”

Lin said:

“Total loss claims, in particular, have a lot of moving parts, but text messaging makes it easier for the adjuster to quickly provide updates and keep the customer informed at each stage. With Hi Marley, our adjusters can set up templates that explain the process and remind the customer of things like instructions on where to send the title, settlement information and more.”

Paul Brady, SVP and Head of Claims at Arbella, said:

“We’re proud to partner with leading P&C insurance industry solutions providers to help accelerate Arbella’s digital transformation. Our goal is to leverage Hi Marley to modernize our business, streamline operations, connect with the insurance ecosystem and empower our employees and agents to provide the best possible customer service.”

Hi Marley’s AI-driven alerts and tailored performance insights “offer Arbella a new level of transparency that allows management to quickly get a pulse on the organization and continue to drive the business forward.”

Kris Bryant, Senior Client Executive at Hi Marley, said:

“Arbella shares our commitment to making insurance lovable for customers. While driving customer satisfaction was Arbella’s number one priority, the team anticipates improved cycle times and time savings with Hi Marley. I’m excited to continue to work with Arbella as they leverage Hi Marley to build deeper relationships and enhance their reputation as a customer-focused insurance provider.”


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