Hi Marley for Insurance Claims Communication

In-Depth Review

Hi Marley was founded in Boston in 2017 around a simple observation: insurance claims communication is still primarily phone-based, and phone-based communication is slow, unreliable, and generates no structured data. Adjusters play phone tag with claimants. Claimants miss calls and do not return voicemails. Claims stall while both sides try to connect. Hi Marley replaces this with text messaging, and the results are measurable.

What Hi Marley Does for Insurance Operations

The core product is a text messaging platform that sits between the adjuster and the policyholder. When a claim is opened, the claimant receives a text message introducing their adjuster and inviting them to communicate via text. From that point, all status updates, information requests, document and photo submissions, and scheduling happen through the text conversation.

The response rate difference is the headline metric: text messages get responses 3-4x faster than email and with higher engagement than phone calls. For adjusters handling 50-150 open claims, eliminating phone tag on each one reclaims meaningful hours per week.

AI Features

Hi Marley layers several AI capabilities on top of the messaging platform. Message suggestions generate draft replies for adjusters based on conversation context, claim status, and common response patterns. The adjuster reviews and sends (or edits) the suggestion. This is assistance, not automation; the adjuster remains in control of every outbound message.

Sentiment analysis monitors claimant messages in real time for signals of frustration, confusion, or dissatisfaction. When a conversation trends negative, supervisors receive an alert, giving them the opportunity to intervene before the claimant files a complaint or escalates to the state insurance department.

Translation supports 30+ languages in real time. The adjuster types in English; the claimant receives the message in their preferred language. The claimant responds in their language; the adjuster sees the English translation. For carriers serving diverse populations, this removes a genuine barrier that previously required bilingual staff or interpreter services.

FNOL via Text

The FNOL intake capability guides claimants through first notice of loss reporting via text conversation. The system asks structured questions, collects required information, and prompts the claimant to upload photos from their phone. This is particularly effective for auto claims where the claimant is at the scene of the accident and can provide photos immediately.

What Hi Marley Is Not

It is important to be clear about scope. Hi Marley is a communication platform. It does not score claims for fraud. It does not automate settlement. It does not replace the claims management system. It is the layer that connects the adjuster and the claimant, and it does that one thing well. Carriers evaluating Hi Marley should think of it as one component in their claims technology stack, not as a replacement for claims automation or fraud detection tools.

Pricing

Enterprise pricing, not published. Contracts go through sales and are typically tied to claim volume or user count. No self-serve tier for smaller carriers. Expect a pilot phase where Hi Marley is deployed on a subset of claims to demonstrate adoption rates and cycle time improvements.

Who This Is Best For

Hi Marley fits P&C carriers with high-frequency personal lines claims (auto, homeowners) where adjuster-claimant communication volume is significant. The value is clearest when adjusters handle large caseloads and phone tag is a measurable bottleneck. Carriers in diverse markets benefit additionally from the translation capability.

The platform is less relevant for commercial lines where claims involve brokers or attorneys rather than individual policyholders, and for specialty lines where communication patterns differ from the personal lines model.