Duck Creek and Hi Marley Partner on Claims Communications

The partnership creates modernized claims experience by enhancing communication and information sharing between adjusters and policyholders using text messaging.

(Image credit: Andrej Lišakov/Unsplash.)

Duck Creek Technologies (Boston), a global technology solutions provider to the property/casualty insurance industry, has announced a strategic partnership with intelligent communications platform vendor Hi Marley (Boston). The partnership aims to enhance carriers’ customer experience across current and future aspects of Duck Creek’s OnDemand software-as-a-service deployments. Initial integration of the Hi Marley Insurance Cloud will focus on Duck Creek Claims. The companies will initially provide integrations within the U.S. market, with potential to expand in other regions globally, according to a Duck Creek statement.

Michael Greene, CEO, Hi Marley.

The Duck Creek-Hi Marley partnership aims to provide a modernized claims experience by enhancing communication and information sharing between adjusters and policyholders using text messaging (SMS). The integration of the vendors’ respective capabilities enable carriers to quickly engage with and respond to policyholders, improving claims cycle times and elevating customer satisfaction, according to the Duck Creek statement.

“Policyholders expect simple and seamless interactions with their insurers similar to the experiences they have with service providers in every other aspect of their lives,” comments Mike Greene, CEO, Hi Marley. “Customer retention is a top priority for insurers, and policyholders are twice as likely to leave a carrier following a poor claim experience. By providing hassle-free communication throughout the claims process, policyholders are becoming customers for life and insurance professionals are enjoying a more productive day. We are excited to partner with Duck Creek who shares in the vision of offering our mutual customers the power of AI-enabled texting.”

Duck Creek describes its Duck Creek Claims offering as a comprehensive claims management solution that helps insurers manage the entire claims lifecycle, from first notice of loss to claim settlement, in a single integrated solution. Regardless of claims complexity, Duck Creek says its software provides the necessary workflows, reports, integrations and user experiences needed to increase claims-handling efficiency, reduce loss costs and improve customer satisfaction.

Simple and Effective Messages

“Customer experience is one of the most important factors insurance carriers wrestle with day-to-day. Timely, relevant and easy-to-send communications between carriers and policyholders is a game-changer,” comments Eva Harris, Chief Strategy Officer, Duck Creek Technologies. “The Hi Marley Insurance Cloud gives insurers the power to deliver simple and effective messages that further enhance the way carriers and policyholders connect, and Duck Creek is thrilled to welcome them into our rapidly-growing partner ecosystem.”

Hi Marley’s Michael Greene on Making Insurance Lovable

Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at or (503) 936-2803.

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