Revolutionize Your Workflow: The Proactive Auto Adjuster’s Guide to Hi Marley

Auto claims adjusting can feel overwhelming—but it doesn’t have to!

Before joining Hi Marley as a Customer Success Manager, I worked as an auto adjuster for about six years, handling large, uncapped caseloads exceeding 500 claims at times. Proactively managing so many claims and subsequent high call volume required significant mental and manual labor.

Knowing that people are more likely to respond to texts than phone calls or emails, I started using Hi Marley to text customers. It transformed my workload, making it much easier to provide updates, answer questions, and request documents, photos or additional information to process the claim faster.

Now, I use my experience to help insurance carriers and adjusters optimize their workflows with Hi Marley. From communicating with third-party claimants, handling appraisals, taking the stress out of rentals, and more, Hi Marley simplifies auto claims and makes the whole claim process much more efficient.

Drastically Reduce Inbound Call Volume and Customer Inquiries with Message Templates

As an auto adjuster, I’d receive a flood of customer calls every day asking the same types of questions: “Why is my shop’s estimate higher than the appraiser’s?” “What do I do next?” “When will I get my rental car?”  I spent hours every day repeating the same conversation—it was an endless cycle.

On average, I handled 88 inbound calls in an eight-hour workday. I couldn’t get my work done. I was stuck taking calls and reacting to issues when customers were already upset. I knew there had to be a better way to keep my customers informed without constantly repeating myself.

I noticed patterns in the customers’ questions and created ready-made message templates in Hi Marley to proactively answer common inquiries and preemptively remove roadblocks. I’d explain the process, what to expect and the next steps they needed to take, like getting a rental or going to a repair shop. If they still had questions or needed clarity, they could quickly text me back, but most customers found the information clear, helpful and easy to understand.

Message templates provided me with a huge relief. By shifting to proactive communication and getting ahead of customer questions, my inbound call volume dropped significantly—going from 88 calls to 35 a day, giving me hours back in my day to focus on moving claims forward.

Keep Customers Informed and Stay Ahead of their Needs With Scheduled Messages

Rentals were the bane of my existence, especially on Fridays.

Customers would realize last minute that their rental expired on Saturday, but their car wasn’t ready yet. They’d call me in a panic. I’d drop everything I was doing to find a resolution and end up scrambling, calling the body shop, trying to get a repair timeline and figuring out how to extend their rental, all before the weekend hit. It was always reactive and stressful for all parties involved.

Using Hi Marley, I started scheduling reminder texts one to two days before rentals expired. Scheduling these messages helped tremendously by prompting customers to contact me earlier in the week, giving us time to calmly address extensions or other solutions; no more panicky Friday rush.

Scheduled messages were also perfect for rental limit exhaustion. Instead of relying on calling and sending a letter to the customer, I could also schedule a message a week before coverage ended. Customers appreciated the advanced notice, which gave them time to plan or discuss alternatives with me.

Proactive Communication Leads to Increase Customer and Job Satisfaction

Being an auto adjuster often felt very stressful. But, thinking back, there are so many instances where I could’ve avoided headaches, stress and communication breakdowns by getting ahead of questions with proactive updates.

Once I began using Hi Marley, everything changed. I got a surprising amount of positive feedback from my customers. They were happy; they felt supported and informed. They appreciated the transparency and speed of communication. They didn’t need to call me as often or felt like they were being left in the dark, waiting forever to hear from me. As a result, I had more time to actually focus on value-added activities and resolving claims.

My advice to adjusters? Create the case in Hi Marley and get the customer to opt in to texting at the beginning of the claim. That way, you can leverage templates, translations, scheduled messages, and other features throughout the process, helping you work smarter—not harder.

For more pro tips for how to streamline your workload with Hi Marley, watch The Proactive Auto Adjuster webinar.