Table of Contents
Appraisal Process Using Templates
Rental Car Management and Scheduled Messages
Third-Party Claims and Setting Expectations
Introduction
Overview:
The webinar sets the stage by welcoming attendees and introducing the topic of proactive communication through Hi Marley. Sarah Kenney, a former auto adjuster, shares her experiences and how Hi Marley transformed her workflow.
Stand-Out Quotes:
- "Thank you for coming to the Proactive Auto Adjuster webinar today. We are super glad to have you and excited to tell some stories and talk about how you can reduce your workload using our software."
- "We’re a conversational platform, purpose-built for insurance."
- "I was an auto adjuster myself for about five to six years. In the winter, I could have 500+ claims, with a high call volume of 88 inbound and 88 outbound calls per day."
Call to Action:
Start using Hi Marley to simplify workflows and reduce phone call volume.
Appraisal Process Using Templates
Overview:
Sarah explains the communication challenges in the appraisal process before Hi Marley, including repetitive calls and emails, and how message templates solved these issues.
Stand-Out Quotes:
- "The appraisal process doesn’t seem complicated on paper, but the communication around it becomes the real issue."
- "I spent hours every day repeating the same cycle on the phone over and over again."
- "Customers are more likely to read their texts than their emails. It was all about being proactive."
- "I went from 88 calls per day to 35, including team calls. My customers simply stopped needing to call."
Call to Action:
Use message templates to proactively share appraisal information and reduce inbound calls.
Rental Car Management and Scheduled Messages
Overview:
Sarah describes the stressful process of managing rental car extensions and how scheduled messages helped her avoid last-minute issues.
Stand-Out Quotes:
- "Rentals were the bane of my existence, especially on Fridays!"
- "I started to use scheduled messages to remind customers about their rental deadlines. This helped avoid the Friday rush."
- "It was a win-win. I spent less time on escalated calls, and my customers appreciated the heads-up."
Call to Action:
Leverage scheduled messages to proactively manage deadlines and reduce reactive customer inquiries.
Third-Party Claims and Setting Expectations
Overview:
Hi Marley streamlined communication in third-party claims by enabling quick exchanges of necessary information and setting clear expectations.
Stand-Out Quotes:
- "With Hi Marley, I could quickly text claimants to request police reports, witness information, or photos. It saved so much time."
- "Claimants told me they wanted to switch carriers because their experience was so smooth."
- "I worked hard to gain their trust during the first report, and Hi Marley helped me keep that trust with clear, proactive communication."
Call to Action:
Use Hi Marley to manage third-party claims more efficiently and build trust with claimants.
Q&A
Q: How do you ensure that message templates feel personal and not robotic? Do customers ever feel like they're getting automated responses?
A: You (the carrier) control the templates! You can edit the content to feel more personalized. If a sentence feels robotic or uses jargon that customers might not understand, simply adjust the wording to what resonates best with your audience.
Q: How do you handle situations where a scheduled message goes out but something unexpected happens with the customer’s claim?
A: It happens often, especially with high claim volumes! If a customer is confused by a scheduled message, I quickly respond with something like, “My apologies, this is all set, actually! You’re good to go.” Mistakes happen, but fixing them transparently can build trust with the customer.
Q: What’s the best way to roll out message templates to a team? Should we start small or dive right in?
A: It depends on your team, but I recommend going all in! Think about the notes or messages you copy and paste frequently—turning those into templates can save time. You can pin frequently used templates, so create as many as you can and see what works best for your team.
Q: How do you handle customers who prefer phone calls over texting? Do you still try to encourage them to text?
A: Build trust during the initial call or voicemail and be transparent. I explain that texting helps ensure direct communication with me, avoiding long phone holds and missed connections. Transparency about how texting benefits both parties is key.
Q: How do you manage complex third-party claims with a lot of back-and-forth between the claimant, repair shop, and policyholder?
A: If you have Hi Marley’s MPT feature, add everyone to the same text thread to minimize miscommunication. Without that feature, transparency is still critical. Keep customers informed about issues, what you need from them, and any next steps—texting is great for quick updates.
Q: Do you use Hi Marley templates for third-party claimants, or do you handle those manually?
A: Absolutely, templates can streamline repetitive conversations. For instance, I’ve used templates to explain payment options, coverage delays, or liability reviews. While templates are concise, they can open the door to in-depth phone discussions when needed.
Q: Did your managers ask how you managed to improve customer surveys?
A: Yes! The positive feedback I received on customer surveys and my ability to keep customers informed led to my transition into a training role. Sharing clear updates with customers resulted in smoother claims processes and better feedback.
Q: How do you measure the impact of message templates on customer satisfaction? Have you seen improvements?
A: My carrier tracked call volumes daily. Before using texting, I averaged 88+ inbound calls per day, reacting to confused and emotional customers. By identifying common obstacles and proactively addressing them with templates, my call volume dropped to 35 calls daily—mostly team calls. Proactive communication significantly improved customer satisfaction and reduced confusion.
Artifacts
For insurance professionals using the web app, learn more about using Message Templates HERE.
For insurance professionals using the mobile app, learn more about using Message Templates HERE.
For integrated admins, learn more about the Send Template Message API HERE.
For admins, learn more about available Message Template Tokens to personalize messages HERE.
For admins, learn more about managing your organization’s message templates HERE.
For insurance professionals using the web app, learn more about scheduling message and message templates HERE.
For integrated admins, learn more about using the Schedule Message API to create, delete or get all scheduled messages for future send:
https://himarley.zendesk.com/hc/en-us/articles/11669991847443-Create-Scheduled-Message
https://himarley.zendesk.com/hc/en-us/articles/11874585200787-Delete-Scheduled-Message
https://himarley.zendesk.com/hc/en-us/articles/11874901863571-Get-All-Scheduled-Messages-for-a-Case
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