From Feedback to Implementation: How Customer Collaboration Shaped Total Loss Assist

Hi Marley, in collaboration with Copart, Inc., recently announced the availability of Total Loss Assist, a first-of-its-kind product offering that accelerates the total loss claims process for insurance carriers and policyholders.

Our Total Loss Assist project has been a heavy endeavor of partnerships, particularly with carrier design partners willing to provide feedback, iterate, and learn with us as we built the product.

We collaborated with several insurance carriers, including Plymouth Rock Assurance, to help groom out requirements and features to develop Total Loss Assist. We also have an amazing strategic partnership with  Copart. With feedback from adjusters, management teams and vendor coordinators, we’ve focused on adapting and improving carriers’ existing infrastructure.

Designing a Product that Works for a Variety of Total Loss Workflows

Every carrier has very specific and different ways of handling a total loss case, so it was important for us to have a variety of early adopters. Working with carriers from Michigan, Indiana, Massachusetts, and New Jersey offered us a whole flavor of different geographical locations, sizes and processes.

Combining all of the feedback and insight as we’ve built our Total Loss Assist offering ensures that this product can satisfy a multitude of different workflows.

We are fortunate to have trusted relationships with our design partners; no feedback or requests are too small to be documented and prioritized.

And, when feedback seems unique to a single carrier’s workflow, Hi Marley’s industry experts understand what our customers are trying to accomplish and can collaborate on alternative ways to achieve the same goals in a way that can transcend across multiple carriers and benefit all of our customers. With that insight, we can scale the product to fit the needs of many different types of carriers and their workflows.

Working closely with our design partners and Copart, we’ve become subject matter experts in Total Loss workflows and trusted advisors to our carriers in this space. We can take in feedback, synthesize it, and share our learnings about best practices more broadly.

Working Closely with End Users to Understand Pain Points

Our design partners are cognizant of the end-user experience, which has helped us build a better solution that enables operators to work more efficiently while enhancing customer satisfaction.

One valuable way we receive feedback is by observing the people who use our product daily and understanding their workflows for new features we are developing. The Product and Design teams work cross-functionally to immerse ourselves in the users’ work environments, sitting with them at their desks, watching them process claims and seeing the steps they take to resolve and move them forward. Together, we can identify areas that need improvement, steps that took too long, or other pain points.

Before bringing a feature to a more technical implementation, we craft a prototype and gather a ton of feedback from our design partners in user reviews. We walk through the designs step-by-step. We’ll ask open-ended questions, like “What do you think this button does?” Or “What do you think this option means?” We want to make sure our designs make sense to the persona we’re solving for at various carrier customers.

We also create an open line of communication with our design partners. We don’t wait for the next meeting or in-person visit; if they think of something, they’ll let us know right away. Our focus on building trust and strong relationships with our partners ensures they feel heard and comfortable sharing their thoughts, which helps us iterate and develop our product faster.

Sharing Metrics to Show the Impact of Total Loss Assist    

We know it can be scary to use a product before it’s fully baked, and we appreciate our early adopters’ trust in us. To ensure a positive design partnership experience, we provide weekly metrics that demonstrate Total Loss Assist’s impact on cycle times and customer satisfaction scores.

An auto total loss is stressful and requires several touchpoints with the insured as they go through the process. The adjusters want to expedite the process and make it as pleasant as possible. Total Loss Assist has already helped claim reps reduce cycle times by 30 percent on average. They’ve also received some of the top-scoring customer satisfaction surveys in their organization—which is really amazing—to receive glowing accolades about customer service from someone who was just told that their car was totaled.

These regular updates give everyone the confidence that being an early adopter and taking the time to provide feedback is helping us build a product that benefits their organization.