What is Total Loss Assist?

Hi Marley’s Total Loss Assist (TLA) improves total loss process inefficiencies to improve claims handling. Through our seamless integration with the Copart Seller Portal, Hi Marley reduces the number of touchpoints needed to resolve auto total loss claims while increasing customer satisfaction.

Why Total Loss Assist?

Auto Total Losses Are Challenging

Navigating a total loss claim is difficult for everyone. Consumers become aggravated with process uncertainty, disjointed communication and managing multiple vendors. As the process drags on, carriers face increasing costs through storage fees, rental charges and productivity loss.

With a steady increase in auto total loss claims year-over-year since 2016, reimagining collaboration across the insurance ecosystem is critical for reducing cycle times, lowering costs and improving the customer experience.

The Impact of Total Loss Assist

For a carrier who is not leveraging Hi Marley's platform today, Total Loss Assist (TLA)...

Saves carriers $125-150* per total loss claim.
*Estimated calculations for rental days, phone tag/voicemail volume, and excess storage fees.
Increases the number of customers who are likely to renew after a total loss claim.
Reduces claim cycle time by 30-40% between FNOL and vehicle pickup.
Increases NPS promoters by 7%.

Overview of TLA

Hi Marley’s Total Loss Assist notifies operators when there is a release issue on a total loss claim. This could be an adjuster, total loss coordinator, field rep, or another operator. At the same time, an automated text message is sent to the policyholder with steps to resolve the issue.

As an auto total loss claim is processed, Hi Marley tracks claim progress alongside the ongoing text conversation to:

Identify claim status
Keep users informed about what’s next
Highlight release or other process issues
Provide details on resolved steps
Enhance supervisor support

TLA Functionality

Automatic Assignment

Suggested & Automated Templates

Mark as Complete

TLA Configuration

Matching

TLA Administration

Modifying Templates

Total Loss Assist (Value)

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