Vermont Mutual Insurance Group Partners with Hi Marley to Deliver an Enhanced Customer Experience
The Text Messaging Platform Enables Improvement Through All Stages of the Customer Journey
Boston, MA – July, 2020 – Hi Marley today announced a partnership with Vermont Mutual Insurance Group to enhance the customer experience through all stages of the customer journey, using Hi Marley’s simple text messaging platform.
The Hi Marley platform manages the claims process in a single, unified conversation that allows for asynchronous and real-time communication for secure, accurate and quick claims resolution. Customers can choose to communicate via text if that’s their preference and offers valuable customer feedback through a fast survey tool that has a higher response rate than many insurer’s own survey products.
Vermont Mutual, consistently recognized as being is one the most secure and reliable insurance companies in the US, is innovating by using technology to communicate with their customers in new and better ways.
“When a policyholder submits a claim, it means they are managing a challenging situation” stated David DeLuca, Vermont Mutual’s Vice President of Claims. “For many people, having the option of two-way, texting communication removes the stress that can be associated with back and forth phone calls and trying to reach someone live.”
“All touchpoints of the customer journey offer opportunities for customers to be given fast, easy and personal service,” noted Mike Greene CEO of Hi Marley. “Offering the simple option of SMS communication is one way of making those points of contact better for everyone – customers and employees alike.”
Customers and Vermont Mutual employees also see Hi Marley being particularly helpful during the Covid-19 crisis including this feedback from one of Vermont Mutual’s customers, “Answered my query with professionalism and quickness in a time that’s different for all of us. Easy and efficient. Thank you” -Patricia
Hi Marley offers a mode of communication that is widely used by their customers in other aspects of their personal and professional lives. Bryan Mjaanes, Vice President of Technology at Vermont Mutual noted, “Texting has become a de facto form of communication for many of us and our customers; we recognized an opportunity to more efficiently and effectively communicate with them in a way they prefer.”
About Vermont Mutual Insurance Group
Vermont Mutual Insurance Group® is a trade name of Vermont Mutual Insurance Company, Northern Security Insurance Company, Inc. and Granite Mutual Insurance Company. Chartered in 1828, Vermont Mutual is one of the ten oldest mutual property/casualty insurers in the United States and provides coverage throughout New England and upstate New York. Through more than 400 independent agencies, the Group insures over 315,000 policyholders with a direct written premium of more than $500 million. The group is rated “A+ Superior” by A. M. Best and a Ward’s Top 50 performing property/casualty insurer in the US for the past eleven consecutive years.
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.
