(Hurricane Florence heads for the Carolinas. Source: NOAA/NASA.)
In anticipation of Hurricane Florence’s early September landfall, Bankers Insurance (St. Petersburg, Fla.) expanded its use of Hi Marley’s (Boston) intelligent conversation platform to handle property claims from the what would turn out to be the first major hurricane of the 2018 season. As a result, the insurer enjoyed significant improvements in average days to contact claimants and inspect damaged properties, as well as positive reaction from affected customers.
“We recognized the potential of Hi Marley’s platform to provide value to both our customers and our claims team, particularly during a catastrophe,” comments Steve Messina, SVP, Insurance Operations, Bankers Insurance. “At this time last year, our customers were impacted by two of the worst hurricanes in recent history—Harvey and Irma. This year, we dedicated ourselves to becoming better equipped to assist our customers through daily and catastrophic claims alike.”
Bankers used the Hi Marley platform to establish contact with customers impacted by Florence, including those who were evacuated. The insurer also utilized Marley to share specific mitigation tips and solicit photos, including video depicting the extent of damage to covered property. Those inputs helped the insurer to triage losses immediately.
The results of these improvements to Bankers’ catastrophe claims response were significant as compared to its response to last year’s Hurricane Irma. “Average days to contact and average days to inspect have both reduced by more than 50 percent,” Messina reports. “Claims closed within 30 days has jumped from just 2 percent to a meaningful 30 percent. And, the feedback from our customers has been tremendous.”
Delivering on the Claims Promise
“We are pleased to see the level of customer service that Bankers has been able to provide to its customers affected by Florence,” comments Michael Greene, CEO, Hi Marley. “The interactions during the storm reaffirm our mission at Marley to enable insurance companies to deliver on their promise to be there for customers when they need it most. Bankers has a well-earned reputation for excellence in serving customers. They’ve pushed our thinking on the possibilities for Marley to transform the insurance customer experience.”