HOLOMUA Volume 26 Issue 9

HiMarley Texting Platform Speeds Up Claims Communications After the Maui wildfires, FICOH Claims was able to quickly implement HiMarley — a secure platform that allows us to communicate with customers via text — thanks to support from our sister companies. Many Maui residents expressed a strong preference for texting, and HiMarley helped us meet that need during a critical time. Since then, we’ve continued using HiMarley, and the results show that texting is a communication method many insureds and customers prefer. The median time to first contact when using HiMarley is under 10 minutes, and the customer opt-in rate is an impressive 89%. Currently, HiMarley is available to our Auto and Property adjusters, as these claim types are best suited for texting. Training sessions held in 2024 helped maintain momentum and adoption beyond the wildfire response. Among our top Claims-Auto users are Tiana Berrios, Kendall Fujita and Jody Aki , who had these thoughts to share about HiMarley’s benefits:

What do you like about HiMarley?

How does it help you?

What do customers like about HiMarley?

Jody: I can send and receive information while still on a call, which helps me cover more ground without interruptions. It’s also easier to get timely responses from customers who work in the field. Kendall: It helps with checking in and communicating with customers, plus reduces the amount of time I’m on the phone with them.

Tiana: It’s easy to use and lets us communicate with customers more quickly. Jody: I like that the message thread is easy to follow. You don't need to search for deleted emails or emails that didn’t have the claim number or that branched off from the original thread.

Tiana: They get notifications right away and prefer texting over email.

Kendall: Since most people are on their phones anyway, they can easily reach out to adjusters in seconds and get a response pretty quickly.

How do you balance HiMarley with other communication channels?

Any tips for new HiMarley users?

Tiana: Keep it casual when asking customers if they’d like to receive texts. Most are happy to opt in. Jody: During the initial call, set the stage for future communication. I say, “I just sent you a HiMarley — can you opt in while I’m holding? Great! Now we can text.”

Tiana: I like to use HiMarley for customer communication and email for office use, body shops, and commercial claims. Jody: Emails are ideal for office workers and professionals. Texts are great for sending/ receiving quick information. Many times, tutus probably just want to talk on the phone.