Merchants Insurance Group Adopts Hi Marley Intelligent Messaging Solution

The solution lets customers are communicate with their claims representatives via text, sharing photos, receiving proactive updates and getting real-time answers to questions.

(Image source: Hi Marley homepage.)

Merchants Insurance Group, a Buffalo, N.Y.-based property/casualty insurer, has selected Hi Marley’s (Boston) platform as its intelligent messaging solution.

Ken Carter, VP, Claims, Merchants.

Using the Hi Marley messaging solution, Merchants’ customers are able to communicate with their claims representatives via text, sharing photos, receiving proactive updates and getting real-time answers to questions, according to the vendor. Hi Marley describes the solution as the first AI-based conversational service platform built specifically for the insurance industry and requires no IT integration to get started. The vendor reports that Merchants is the first insurance carrier to deploy its platform across all of its personal and commercial lines claims, including home, auto, business and workers compensation. Founded in 1918, Merchants sells its products through a network of more than 1,000 independent insurance agents in Massachusetts, Michigan, New Hampshire, New Jersey, New York, Ohio, Pennsylvania, and Vermont.

“Our mission is to help our customers manage risk, pre- and post-loss, so that they may live their dreams,” comments Ken Carter, VP, Claims, Merchants. “The Marley platform provides a means of instant communication with our customers, enabling customers to communicate using the latest technology. Our claims team was up and running within a day, and the feedback from customers and our colleagues has been terrific.”

“Merchants is a well-respected name in the insurance industry, it is an honor to be entrusted to deliver an exceptional experience to their customers,” comments Michael Greene, CEO, Hi Marley. “They have a great vision for the value of the Marley platform, and we are working together to find new ways to improve the customer experience. We are thrilled to have them as a partner on the journey to transform the way customers communicate with their insurance companies.”

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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 [email protected] or (503) 936-2803.

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