Introduction
This article will provide details on the functionality provided by the Hi Marley ClaimCenter 9 version 2.0. The accelerator is a code package that is used as reference implementation.
View Release Notes and Code Packages
If you would like to understand some code-level configurations that are required, please read our configuration guide. This will cover configuring brands, our API key, and runtime properties which will require redeployment of ClaimCenter to take affect.
Any changes made to the code will deviate from the Out-Of-The-Box (OOTB) functionality and should be understood/documented by your organization.
Table of Functionality
Click on the listed item to navigate to the section with more details.
User Functionality
Accelerator functionality that ClaimCenter users interact with.
- Hi Marley Cases Tab - a tabular format with columns including Name, Claim Number, Opt Status, Case Status, Case Privacy.
- Create Case via FNOL Wizard.
- Create a Case in Hi Marley Cases tab.
- Hi Marley Case Details - Details, Messages, and Actions related to a single Hi Marley case associated with the claim.
- Case Data - Generated after case creation and synchronized in real-time through our webhooks.
- Hi Marley Case Details Buttons: Actions that you can trigger for the Hi Marley Case.
- SMS Translation
- Create Scheduled Message [v3.0]
- Edit Scheduled Messages [v3.0]
- Select Primary Case Operator
- Manage Secondary Operators [v3.0]
- Create a Case from Parties Involved Tab
- Claim Notes Integration
Automated Functionality
Accelerator functionality that automatically execute based on ClaimCenter events or Hi Marley.
- Case Management
- Activity Creation
- Document Management Integration
- Automatic Hi Marley Account Creation
Admin Configuration Guide
- Configure Accelerator Feature Flags – certain integrations/functions that can be enabled/disabled based on carrier preference
- Configure SMS Templates for Users
- Ability to create message Templates as an Admin
- Synchronize groups from Claim Center to Hi Marley [v3.0]
Subscribing Webhooks in ClaimCenter
- Import Postman Collection with Webhook Subscriptions
- Find each URL path for the Hi Marley Accelerator
- Subscribe the Webhooks
ClaimCenter User Guide
Create Case via New Claim Wizard
- Check the box to Enroll in Hi Marley texting.
- Upon selecting that option and completing FNOL, Claim is created and the Hi Marley case is created within a minute later.
- A work item is created for Hi Marley case creation and the information is asynchronously sent to Hi Marley. The work queue processes the work item and once complete, a case is created in Hi Marley and in ClaimCenter.
- Visit the Hi Marley Cases tab to view the case created for the reporter.
Hi Marley Cases Tab
Every Claim file in ClaimCenter will include a Hi Marley Cases tab to view a table of associated Hi Marley cases with that claim.
Select the Case Number hyperlink to go to the Hi Marley Case Details screen in ClaimCenter or Go to Hi Marley Site to jump into that case in Hi Marley webapp.
Create a Case in the Hi Marley Cases Tab
- In Hi Marley Cases summary screen, click on the “Open Case” button will open the screen to open a new Hi Marley Case in existing claim.
- Fill out the form and click on “Create New Case”, it will attempt to open a new case in Hi Marley.
- If successful, a new row will be created with the Hi Marley case details.
- Click on Case Number to visit the Case Details page in ClaimCenter.
This operation could fail if:
- The phone number is not a mobile number that can receive SMS messages
- For example, if the customer provides a landline and not a mobile number, then Hi Marley's API would return an error message and would not create the case
- The mobile has more than allowed limit of open cases in Hi Marley (across different claims)
- By default, Hi Marley can support no more than five open, active cases per phone number
- Claim Participant has opted out of texting with Hi Marley with the phone number provided
- This is true irrespective of which case they're using
- For example, if a user opts out on a case from a year ago and an operators attempts to create a new case with that same number, then Hi Marley's API would return an error message and would not create the case
If any provided errors are unclear, contact your ClaimCenter admin/support team to check logs for error details.
Hi Marley Case Details
ClaimCenter users will be able to see data from a Hi Marley case and take actions from this screen.
Note: If you don't see parts of this screen or buttons, you may not have that permission. Contact your ClaimCenter Admin to make any changes to your permissions.
Hi Marley Case Data
This data is automatically generated after case creation and synchronized in real-time with Hi Marley through our webhooks.
- Current Case Status (Open/Closed): State of Hi Marley case.
- Current Opt Status (Optin/Optout): Indicator if the claim participant is opted in to text with Hi Marley. If they opt out, that will opt out their mobile number from all cases in Hi Marley.
- Privacy Status (Public/Private): Case visibility set for the Hi Marley webapp.
- Messages List View: Table of all Hi Marley messages
- If the claim participant sends an image/video, that is automatically processed into documents and a ccDocLink will be shown for the body.
- Go to Hi Marley Site: Navigate to the specific case in the Hi Marley webapp from ClaimCenter
Hi Marley Case Details Buttons
| Button | Description | More Info |
| Refresh |
In the ClaimCenter v9 Accelerator, you can select the Refresh button on the Hi Marley Case details page to trigger an update of the following fields (using the Hi Marley API):
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| Update | This button will save any updates that have been made by an operator to their Hi Marley case. | |
| Download Transcript | ClaimCenter users can select the Download Transcript button to generate the Hi Marley case PDF transcript via API and the accelerator will automatically add the file to the associated document management system. | Download Transcript into Claim File |
| Close Case |
Select the Close Case button to close the individual Hi Marley case. Note: Closing the Claim will automatically do this action for the associated Hi Marley Cases. |
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| Opt Out |
Select the Opt Out button to opt a claim participant out of texting. This should only be used as an action to cut off communication during defined business flows for your organization(e.g threat of litigation). Claim Participants are able to opt out of texting at any time by texting STOP on the SMS thread. |
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| Send SMS |
ClaimCenter users can type in the text box and select Send to send the SMS message to the claim participant. |
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Reopen Case |
Select the Reopen Case button to reopen the individual Hi Marley case. Note: Reopening the Claim will automatically do this action for the associated Hi Marley Cases. |
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Re-Send Welcome Message |
Automatically trigger the welcome text in Hi Marley. The welcome message will be different based on their opt-status and how Hi Marley is configured. | |
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Change Privacy |
Users can change the visibility of the Hi Marley case in the Hi Marley webapp to either public or private by selecting Change Privacy. Public cases will be viewable by all Hi Marley operators, while Private cases will only be visible to operators assigned to the case. |
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Send SMS
ClaimCenter users can type in the text box and select Send to send the SMS message to the claim participant.
Send SMS using Template
Before typing a message, users can select the Use Template button to select an admin-configured template to send to the claim participant.
Create Scheduled Message [v3.0]
ClaimCenter users can schedule a message to be sent during a specified date and time. Type out the message you would like to schedule and select Schedule Message.
The following screen will prompt you to select a date, time and timezone to schedule the SMS message for a future date.
Edit Scheduled Messages [v3.0]
Once you have 1+ scheduled messages, you can select Edit Scheduled Message to view, edit, or delete any of the scheduled messages.
You can Edit or Delete any scheduled messages from the list.
Download Transcript into Claim File
ClaimCenter users can select the Download Transcript button to generate the Hi Marley case PDF transcript via API and the accelerator will automatically add the file to the associated document management system.
| Step | Action | Screenshot Example(Click to view full-size) |
| 1 | Select the Download Transcript button to start the PDF transcript generation process. |
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| 2 | You will see a confirmation message if the download occurred successfully. |
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| 3 | Navigate to the Document tab of the claim file to see the PDF Transcript |
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Other Actions in Hi Marley Case Details
SMS Translation
English is the default preferred language. Hi Marley supports auto-translation for 18 languages so that ClaimCenter users can type messages in english with the claim participant receiving it in their preferred language.
The preferred language can be changed by enabling the SMS Translation checkbox. Select Update, return to the case, and select a language from the Select Preferred Language dropdown button. Select Update again to save your changes.
Select Primary Case Operator
Users can select the Select Operator button to initiate case reassignment and change the assigned operator for the specific Hi Marley case to another ClaimCenter user.
The ClaimCenter user should have an active Hi Marley account for your organization.
If that user does not have an active account, this action will fail unless the user has the HiMarley - Automatic Create Operator permission. With this permission, the accelerator will attempt to create the operator account prior to reassignment.
Jump to Automatic Account Creation Flow
Manage Secondary Operators
Secondary operators can be added by selecting the Edit button. Select "Add" to assign secondary operators, which will allow you to search potential secondary operators to assign to your Hi Marley case. Once complete, select Update.
Configure Secondary Operators from ClaimCenter via API using the Case Secondary Operators table.
Each user that is added will show their name and whether they have an active Hi Marley account (Hi Marley User). At the time of adding the ClaimCenter user as a secondary operator, ClaimCenter will check the user account via API and update the user record in ClaimCenter.
If you don't see this table, contact your ClaimCenter admin to add the Hi Marley - Secondary Operators permission to your account.
If the ClaimCenter User does not have a Hi Marley account, you will need to remove them before updating the Secondary Operators.
Note: If you send a message on a case that you are not assigned then you will automatically be added as a secondary operator. You can see this change take effect after hitting the Refresh button in ClaimCenter.
| Step | Action | Screenshot Example(Click to view full-size) |
| 1 | Navigate to Hi Marley Case Details screen and select the Edit button | |
| 2 | A table titled Case Secondary Operators will show all the currently assigned users and you can select Add or Remove to configure that list. | |
| 3 | When adding users, search for all users you would like to add and check their names before hitting select. | |
| 4 | Once all changes are made to the Case Secondary Operator table, select Update for the change to take effect. |
Claim Note Integration
Live updates of SMS messages
SMS messages (both inbound and outbound) will be stored in the Claim Notes section of the claim file.
This feature requires the Enable Live Update feature flag to be enabled by a ClaimCenter admin (View Flags).
Live update of Hi Marley Case Notes
Case Notes in Hi Marley will be stored in the Claim Notes section of the claim file.
This feature requires the Automatic Sync Notes feature flag to be enabled by a ClaimCenter admin (View Flags).
Create a Case from Parties Involved Tab
The accelerator offers the option to view existing cases and create new Hi Marley cases using the Parties Involved tab. Select Parties Involved and the Hi Marley Cases tab to review cases already assigned to the selected contact.
Select on a contact without an active case and select the Open Case button to create a Hi Marley case with that user.
Automated Functionality
Case Management
Assign/reassign operator in Hi Marley when Claim file is reassigned.
The accelerator will attempt to reassign any associated Hi Marley cases in a Claim file whenever the claim owner is changed. The new claim owner (ClaimCenter user) must have an active Hi Marley account to be assigned the Hi Marley case.
If they do not have an account, the accelerator will check for the HiMarley - Automatic Create Operator permission and automatically create an account for them if they have it.
Automatic Hi Marley Account Creation
There are two conditions in which the Hi Marley case will not be reassigned to the new claim owner:
- If the Hi Marley case is closed, then the case will not be reassigned
- If the Hi Marley case is assigned to another operator who is not the original claim owner, the Hi Marley case will not be reassigned
- These cases are not reassigned because the accelerator assumes that a new operator, other than the original claim owner, was manually assigned to this Hi Marley case
Close or Reopen all related cases upon claim status update
Whenever the claim in ClaimCenter is closed or reopened, the accelerator will automatically trigger the close or reopen action on any associated Hi Marley cases.
Automated Scheduled Messages Sync [v3.0]
If any Carrier employees use the Hi Marley webapp and create scheduled messages outside of ClaimCenter, those will automatically sync to ClaimCenter when the case details tab is refreshed.
Activity Creation
Claim Participant Inbound Message Activity
When a claim participant texts into a Hi Marley Case, the message will be recorded in the Hi Marley Case Details screen.
The accelerator generate a new activity on the Claim file in ClaimCenter to alert the claim owner (adjuster) about the new inbound message.
An activity is created only if the Hi Marley case does not already have an open activity to prevent generating multiple activities per message.
Document Management Integration
Process and Store inbound images/videos (media) files
As Hi Marley stores all messages, the accelerator will detect if the inbound (claim participant) message is an image or video. When that occurs, the media will be sent to ClaimCenter via webhook as an auto-generated AWS link (that is short lived). The accelerator will process that link and store the media file in the Documents tab, or the document management system associated you ClaimCenter instance.
Automatic Hi Marley Account Creation
Users with the HiMarley - Automatic Create Operator permission are eligible to automatically be provisioned a Hi Marley account whenever the ClaimCenter attempts to create a case assigned to that user or reassign an existing case to that user.
Without this permission, those actions will fail. You can either retry after a ClaimCenter Admin adds this permission or add the user via the Hi Marley webapp.
Automated Flow Diagram
Admin Configuration Guide
Configure Accelerator Feature Flags
Accelerator feature flags will enable functionality without needing to redeploy ClaimCenter. When considering each flag, keep in mind the following:
- Does my organization have access to this Hi Marley platform/webapp functionality?
- The below table marks which functions may not be able in the webapp.
- Is there a usecase for any user to interact with this accelerator feature?
- If so, we recommend leaving it enabled since the User Permissions can be used to block access to certain screens/functions.
Feature Flags for the Hi Marley Accelerator can be found under Administration>Hi Marley Operator
| Feature Flag | Description | Additional Notes | Functionality Description | Associated Accelerator Version |
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Case Visibility |
Enable Hi Marley webapp privacy settings for cases (public/private). |
Case visibility is a Hi Marley webapp setting that you may not have access to. | Change Hi Marley Case Visibility | 1.0 |
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Create or Change Operator |
Enable automatic account provisioning and automatic claim reassignment. |
The Automatic Create Operator permission will determine which users can be provisioned a Hi Marley account. | Assign/reassign operator in Hi Marley when Claim file is reassigned. | |
| Automatic Hi Marley Account Creation | ||||
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Enable Send Message UI |
Enable send SMS UI to allow users sending messages from ClaimCenter. |
The View Send message UI permission will determine which users can access this UI. | Send SMS | |
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Download Transcript |
Enable Ad Hoc Downloading of Transcript on the Hi Marley Case Details screen. |
The View download transcript button permission will determine which users can see this button. | Download Transcript | |
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Automatic Sync Notes |
Enable ClaimCenter receiving Hi Marley Case Notes. |
Case Notes is a Hi Marley webapp feature that you may not have access to. | Live update of Hi Marley Case Notes | |
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Enable Send Template |
Enable using ClaimCenter templates for sending SMS. |
The View send template permission will determine which users can access ClaimCenter Templates. | Send SMS using Template | |
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Enable Live SMS Update |
Enable/Disable ClaimCenter receiving SMS messages from Hi Marley via Web Hook |
Enabling this will allow SMS messages to appear in the "List View of All SMS Messages and Notes received from Hi Marley" section of the Case Details page. | 2.0 | |
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Enable/Disable ClaimCenter creating Activity as a notification of a new SMS message from Claimant |
Enabling this will create an Activity within Claim Center per each SMS received via a Hi Marley case. | ||
| Enable Live SMS Updates to Notes |
Enable/Disable ClaimCenter updating SMS messages from Hi Marley to Claim Notes |
SMS messages received in a Hi Marley case will appear in the Notes section, as well as on the Latest Notes area of the Claim Overview -> Summary page. | ||
| Parties Involved Tab |
Open a new Hi Marley case on an existing claim from the Parties Involved tab. View open Hi Marley cases from the Parties Involved tab. |
Open Case from an existing Claim - On existing claim users can create a new Case from Parties Involved tab. The Case will be sent to HiMarley to Open a new Case. If the case is open correctly, it will be visible in the case list. Enabling/disabling this permission will also control whether Hi Marley cases will appear in the Parties Involved section. | Create a Case from Parties Involved Tab | |
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Enable Group Synchronize |
Enable synchronization of groups from Claim Center to HiMarley. |
Each ClaimCenter Group will need to be configured with the Enable Group Sync checkbox to be synced. | ||
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Enable Secondary Operators |
Enable configuring Secondary Operators. |
Manage Secondary Operators | ||
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Enable Schedule Message |
Enable ability for operators to schedule an SMS message |
Create Scheduled Message [v3.0] |
User Permissions
| Permission | Code | Description | Associated Accelerator Version |
| HiMarley - Ability to view Hi Marley Cases | viewcases | View Hi Marley case Details (screen). |
1.0 |
| HiMarley - Automatic Create Operator | automaticcreateoperator | Automatically create a Hi Marley account for user when case is assigned/created. | |
| HiMarley - Automatic sync notes | automaticsyncnotes | ||
| HiMarley - View download transcript button | viewdownloadtranscript | Access to download transcript button on Hi Marley case Details screen. | |
| HiMarley - View live updates from Hi Marley | viewliveupdate | View messages from Hi Marley. | |
| HiMarley - View Send message UI | viewsendmessage | Allow user to send messages via Hi Marley (requires Hi Marley Account). | |
| HiMarley - View send template | viewsendtemplate | Allow user to select ClaimCenter templates for send message UI. | |
| Hi Marley - Secondary Operators | secondaryoperators_Acc | Enable viewing the Case Secondary Operators table in the Case Details page |
3.0 |
| Hi Marley - View Group Synchronize | viewgroupupdate_Acc | Allow users to view the Hi Marley Group Sync button |
Configure SMS Templates for Users
Navigate to Administration > Hi Marley Operator > Hi Marley Case Admin Add / Remove Template. This will pull up a list of all active, completed templates available for Hi Marley cases.
Create new Template
Select Add Template to write new template name and body.
Delete Template
Check the box of existing templates and select Delete Selected to remove them.
Using ClaimCenter Variables in the SMS Templates
Admins can use data from ClaimCenter to auto-populate the SMS templates when a user selects them.
- Open an SMS Template
- Add the ClaimCenter parameter at the top of the message with the following this format <%@params( )%>.
- Use this parameter to pull from the hiMarleyClaim object: <%@params(hiMarleyClaim: Claim)%>
- Write the template message body in the next line and input any variables in ${}
- Display name for insured under the Hi Marley Claim: ${hiMarleyClaim.Insured.DisplayName}
Some Other Examples
- hiMarleyClaim.Insured.EmailAddress1.CityStateZip
- hiMarleyClaim.Insured.HomePhone
- hiMarleyClaim.Insured.EmailAddress1
Synchronize groups from Claim Center to Hi Marley [v3.0]
The ClaimCenter accelerator can synchronize specific groups from ClaimCenter into Hi Marley to ensure the hierarchy is available within our analytics dashboards, Insights.
This is a one-way sync that uses ClaimCenter as the source of truth.
If any groups are added to Hi Marley but not used within ClaimCenter please be sure that none of the group names overlap to prevent accidentally overwriting the non-ClaimCenter group.
Configuration
Enable the Enable Group Synchronize feature flag and the user managing groups should have the View Group Synchronize permission.
Enabling Automatic Group Synchronization
Each group in ClaimCenter can be enabled to automatically update inHi Marley. While creating a new group or editing an existing group, check the Enable Group Sync button and Update to trigger the group creation or update in the Hi Marley webapp.
Note: If the checkbox does not appear when editting a group then it does not meet the minimum requirement of one supervisor and at least one user with an active Hi Marley account
Hi Marley Group Sync Button
The Hi Marley Group Sync button will synchronize the group which is currently highlighted and all subgroups on demand.
Automatic Hi Marley Account Tracking
Whenever the accelerator creates or updates a group, it will check the current status of the Hi Marley account associated to the user to make sure it is active. That status will be stored in the column titled User is Active in Hi Marley. This will be leveraged as a part of the automated sync logic for group management.
Automated Group Synchronization Logic
The ClaimCenter accelerator will evaluate if the group exists in Hi Marley or if ClaimCenter users within the group have an active Hi Marley account.
Note: This logic only applies to groups enabled with group sync (described above)
| Action (via API) | Does Group Exist in Hi Marley? | Does Group include one supervisor and at least one user with an active Hi Marley account? |
| Group Created in Hi Marley | No | Yes |
| Group Updated in Hi Marley | Yes | Yes |
| Group Removed from Hi Marley | Yes | No |
Remove ClaimCenter Group from Hi Marley
Uncheck the Enable Group Sync checkbox on the group edit screen to trigger the Hi Marley API to remove the group from Hi Marley if it already exists.
Subscribing Webhooks in ClaimCenter
Webhooks are the primary way that information from Hi Marley, including case messages and opt status, are sent back to ClaimCenter. Follow the below steps to register webhooks in ClaimCenter.
Steps to Subscribe Webhooks in ClaimCenter
1. Import Postman Collection with Webhook Subscriptions
- Download ClaimCenter v9 Accelerator Webhooks Postman Collection & Postman Environment with required webhook subscriptions.
- Import both of these files into postman.
- Update the x-api-key field in the postman environment with the API Key provided by Hi Marley.
Each API Call in the collection references a different webhook by Event ID that is used by the accelerator. As you complete step 4 below, the collection will have all Servlet URLs for the webhook subscription.
2. Find each URL path for the Hi Marley Accelerator
The rest of this documentation assumes the default certified accelerator. If your team has made any changes to the schema (URL paths, titles, descriptions etc) then you will need to account for those changes when reading these instructions.
- Go to the Collection Variables and fill in the CCBaseURL and CCBasicAuthToken variables based on your ClaimCenter configuration.
- Go to the Test ClaimCenter URLs folder and execute each POST API call.
- Each API Call will have two tests for expected Server Failures that indicate whether this is the correct location for each service in the ClaimCenter Accelerator.
- Each API Call will have two tests for expected Server Failures that indicate whether this is the correct location for each service in the ClaimCenter Accelerator.
If any test fails, please follow these steps to troubleshoot the Servlet configuration.
- Navigate to the Accelerator Code servlet directiory located at <AcceleratorLocation>/gsrc/acc/himarley/integration/servlet
For each Servlet postman test that failed, open the corresponding .gs file and follow these steps to find the URL
- Find the line located at the beginning of the file similar to the below line
@Servlet( \path : String ->path.matches("/acc/himarley/sms/v1/messages(/.*)?"))
- Take the URL resource and append it /cc/service
/cc/service/acc/himarley/sms/v1/messages - Add the URL resource to the corresponding Postman POST Call under Test ClaimCenter URLs folder.
- Execute the single POST call that was just updated. The Tests section should indicate two passed tests.
Once all POST calls in the Test ClaimCenter URLs folder are passing, you can move forward to subscribe the webhooks with Hi Marley.
3. Subscribe the Webhooks
Assuming that each POST call passed within Test ClaimCenter URLs folder, the collection variables are updated with the Servlet URLs for each service.
Navigate to the Webhook Subscription folder in the postman collection and execute ever POST call to our webhook registration endpoint.
Please refer to our Webhook Overview Article for more details