Hi Marley (Boston), a conversational platform built for property/casualty insurance, and Verisk (Jersey City, New Jersey), a data analytics and technology provider to the insurance industry, have launched Workflow Assist with Verisk’s XactAnalysis platform for property claims.
“Nobody wants to have to file a property claim, but when the time comes, policyholders expect clear communication and an efficient claims experience,” comments Mike Greene, founder and CEO, Hi Marley. “We are proud to partner with an industry leader like Verisk to help carriers deliver a better, faster, and more transparent property claims experience, and take advantage of automation without sacrificing empathy.”
Michael Greene, CEO, Hi Marley.
The real-time, two-way integration unifies communication among stakeholders into a single conversation thread and automates claim updates to help improve the property claims process.
The solution addresses the challenges of the complexity of property claim handling, with adjusters managing high claim volumes, prioritizing tasks, and keeping policyholders updated while coordinating with third parties such as independent adjusters or restoration vendors. Fragmented communication and manual document handling can slow resolution times and affect policyholder satisfaction.
Hi Marley says that, with Workflow Assist, policyholders can securely share information such as images of damage via text message, which is routed into XactAnalysis. The integration uses pre-defined event triggers to automatically send personalized updates to policyholders and notifications to adjusters, such as:
- Adjuster assignments and reassignments
- Status updates for vendors (e.g., job started, job completed)
- Appointment scheduling, rescheduling, and reminders localized to the policyholder’s time zone
- Site inspection updates and quality assurance approvals
These automated messages keep claim parties informed with clear expectations for next steps, helping reduce inbound inquiries and improve adjuster productivity. Carriers control which events trigger alerts and can customize communications to align with their brand. Independent adjusters can also initiate and receive updates within XactAnalysis.
Aaron Brunko, President, Property Estimating Solutions, Verisk.
More Empathetic and Efficient Experience
A dashboard within the integration provides managers and adjusters with insights on process engagement, cycle time, and workflow improvements without requiring multiple systems. Early adopters report measurable gains in customer satisfaction and efficiency, including fewer inbound calls during severe weather events.
“This collaboration underscores Verisk’s dedication to enhancing the claims and restoration journey by engaging the parties to a claim in the channels and moments that matter most,” says Aaron Brunko, president, Property Estimating Solutions, Verisk. “By combining Hi Marley’s conversational intelligence with the operational strength of XactAnalysis, we’re empowering stakeholders to deliver greater transparency and accelerate resolution, while providing a more empathetic and efficient experience for policyholders.”
Workflow Assist for XactAnalysis is available to existing customers of both Hi Marley and XactAnalysis.