Hi Marley analysis of more than 380,000 claims messages reveals what !new world! in claim conversations reduce friction, accelerate resolution, and improve customer satisfaction
BOSTON, MA —February 17, 2026— Hi Marley, creators of the only intelligent conversational platform built for the P&C insurance industry, today released original research that reveals key moments within claims conversations directly impact efficiency, cycle time, and customer satisfaction.
Every message between an adjuster and a policyholder can either move a claim forward or introduce friction. Specific interactions have a measurable impact on claim duration, escalation risk, and customer experience. These inflection points, or “moments that matter,” consistently influence claim outcomes.
What’s New:
- Hi Marley’s latest research, How Claims Communication Behaviors Impact Cycle Time and Customer Outcomes, draws on more than 380,000 text messages exchanged between adjusters and policyholders throughout the claims lifecycle.
- Analysis reveals ways carriers can improve their claims communication to avoid conflict escalation and reduce cycle times.
- Research shows that actionable alerts and high value moments have the most significant impact on the claims process.
Researchers identify specific interactions–“moments that matter”–that shape the claims experience, determine outcomes and categorizes these claims interactions into three distinct groups:
- Conversational– Higher-frequency moments, necessary for the conversation to establish and build human touch and empathy.
- High Value Moments- Less common interactions that have a high impact on the claims process.
- Actionable Alerts- Moments that happen infrequently but have the most significant impact on the claims process if acted upon earlier.
To see the full report and additional findings, visit: himarley.com/moments-that-matter.
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