Powered by Hi Marley, Utica National Using Innovative AI-powered Texting Tool to Simplify Communication with Customers
Utica National Insurance Group Furthers its Mission to Make Customers Feel Secure, Appreciated and Respected Throughout the Claims Process
Boston, MA – July 2020– After a successful pilot program, the companies of the Utica National Insurance Group (“Utica National”) and Hi Marley today announced they will be partnering to offer intelligent text messaging to manage and resolve auto insurance claims. Insurance customers can efficiently arrange nearly all aspects of the claims process through convenient text messaging if the customers prefer to use text messaging.
Utica National, known for its commitment to customers, employees and the community, enlisted Hi Marley to meet a growing customer preference to conduct business via text message. In addition to this ease of communication, the tool is enabling Utica National to do more virtually to keep their employees and customers safe.
“Our customers wanted a fast and convenient way to communicate with us throughout the claims process, especially when it came to scheduling appointments,” noted Steve Mraz, Assistant Vice President at Utica National. “By offering a simple texting option, we’re giving our customers a method of communication they’ve been asking for, and one that will make their lives easier.” Utica National has embraced a variety of the Hi Marley product features, including the ability to send PDF copies of estimates quickly and easily via text.
Mike Greene, CEO of Hi Marley, said, “Utica National listened when their customers were asking for texting as a way to make the claims process less cumbersome. It’s rewarding for us to help them deliver on that request and we are excited to see how their customers continue to respond to the innovation.” Here is one example of a positive customer reaction during the pilot phase in April:
“Great communication. Speedy pay-off for damages and my claims representative was very sweet and understanding with ALL this COVID-19 stuff going on.”[1]
About Utica National Insurance Group
Utica National Insurance Group is a nationally recognized group of insurance companies, providing personal and commercial insurance products and services, with the second-largest errors and omissions business in the United States. The Utica National companies sell their products through more than 2,500 independent insurance agents and employ 1,300 people countrywide. The Utica Mutual Insurance Company, the principal company of the Group, was founded in 1914 and is headquartered in New Hartford, New York, with eleven offices. Learn more at www.uticanational.com.
About Hi Marley
Hi Marley is the intelligent communication platform for the insurance industry. Built by people who know and love insurance, the platform enables hassle-free texting across the entire ecosystem, empowering insurance professionals and delighting policyholders. Hi Marley’s industry leading analytics deliver novel insights that fuel continuous improvement. The solution is built for the enterprise – fast to deploy, easy to use and seamlessly integrates with other core systems. Hi Marley is empowering the world’s leading insurance carriers to reinvent the customer and employee experience. Learn more at www.himarley.com.
