Table of Contents
Meet Marley: The Property Adjuster Who’s Done It All!
Introduction
When claims start piling up, it’s not long before calls, emails, and updates spiral into a workload that’s just not sustainable. For many adjusters, the problem isn’t how hard they’re working—it’s that they’re doing the same work over and over again, across disconnected channels, without the right tools.
That’s where Hi Marley comes in.
In this session, we followed Marley, a seasoned property adjuster, through a series of everyday challenges—from repeated updates and missed messages to frustrated policyholders and emotional claim moments—and explored how a few simple features in Hi Marley can completely shift the way he works.
Let’s meet Marley—and see how his day gets a whole lot easier.
Meet Marley: The Property Adjuster Who’s Done It All!
Marley’s been in the business for over a decade. He’s smart, experienced, and committed to his customers. At his carrier, he wears every hat—desk, field, CAT, daily—and juggles dozens of claims at once. But lately, even for someone as capable as Marley, things have been tough.
His phone rings constantly. Everyone wants an update. His inbox is overflowing. He’s repeating himself to every new vendor and policyholder. And by the time he logs off—if he does—it’s late in the evening, and the desk work is still waiting.
Sound familiar?
Marley doesn’t need to work harder. He just needs smarter tools.
Save Your Voice & Your Inbox
(Message Templates + Outbound Media)
Let’s rewind to a winter surge. Pipes are freezing. Water losses are everywhere. Marley spends three days repeating the same message: “Your inspection is complete, and we’re working on your estimate.”
Each time, he rewrites the update, reattaches the estimate, and crosses his fingers that the email lands. But some customers miss it. Some forward it. Others call back asking what happens next.
By midday, Marley’s backlogged. By 5 p.m., he’s behind. By the weekend, he’s worn down.
But Marley’s tools are smart—and with Message Templates, he can send professional, accurate updates in seconds. Paired with Outbound Media, documents and estimates are delivered clearly via text, avoiding the pitfalls of email clutter and file size issues.
From field to desk, Marley can:
- Tap to send updates using the refreshed mobile app
- Drag and drop documents into Hi Marley from his desktop
- Send consistent messaging using pre-built, editable templates
Now, Marley’s policyholders know what to expect. No missed updates, no repetitive typing, no call backs—and no carpal tunnel.
Set It and Forget It
(Scheduled Messages + Auto-Replies)
It’s Friday. Marley expects a quiet day—but one roof inspection turns into three tarp checks and a vendor walkthrough. He forgets to send a follow-up text drafted earlier in the week. Come Sunday night, he’s stressed. And Monday? A voicemail is waiting.
That’s where Scheduled messages come in. With Hi Marley, Marley can draft a message and have it sent at exactly the right time—automatically.
Auto Replies pick up the slack when Marley’s offline. Whether it’s Saturday with the family or a low-signal moment in the field, his customers get an immediate, thoughtful response—even when he can’t text back.
Now, instead of dropping the ball, Marley:
- Drafts and schedules messages between inspections
- Uses auto-replies to set clear after-hours expectations
- Keeps communications moving—even while off the clock
It’s not about working more. It’s about working with confidence, knowing Hi Marley’s got his back.
Keep Everyone in the Loop
(Multi-Party Texting + Inbound Media)
Let’s head back to the desk. Marley’s now quarterbacking a fire loss claim. The policyholder is upset—her grandmother’s couch is gone. The mitigation team says it was tagged for disposal. The contents vendor never saw that note. Nobody’s uploaded proof. The customer sends a blurry photo that doesn’t clarify much.
Marley is stuck in the middle.
With Multi-party Texting, Marley brings the mitigation team, contents vendor, and policyholder into one shared thread—where updates are seen by all and confusion is cut short.
With Inbound Media, photos, documents, and other evidence go straight into the conversation—and into the claim file. Everyone is on the same page (and screen).
The result?
- Lisa from mitigation confirms the couch was labeled non-restorable
- The customer texts in a photo and receives closure
- Marley documents everything without chasing email threads
It all happens in under 10 minutes.
Q&A
Q: How do you ensure that message templates don’t feel robotic?
A: Templates are meant to get you 90% of the way there. You control the tone—edit them to reflect your style, add references to previous conversations, and bring your voice into the message. The goal is efficiency and empathy.
Q: What if I schedule a message and then something changes with the claim?
A: You can delete any scheduled message from the mobile, web, or integrated platforms. Best practice: check your queue regularly to prevent sending messages that are no longer relevant.
Q: Can I create my own templates?
A: You can suggest templates! If you’ve got go-to phrases or messages you use regularly, bring them to your supervisor or Hi Marley admin—they can turn them into official templates for your team.
Q: How do I put an out-of-office message on all claims?
A: Use the Auto Replies feature! Just go to your Hi Marley web profile, enter your away message, and it will apply to all open cases where you’re the primary adjuster—no need to set it manually per case.
Q: If I set up templates and auto-replies on the web, will they work on the mobile app too?
A: Absolutely. All templates, scheduled messages, and auto-replies sync across platforms—mobile, web, and integrated experiences. Set it once, use it anywhere.
Q: Is the Hi Marley mobile app just for current claims? Can I create new ones in the field?
A: You can create new cases on the go—just tap the pencil icon in the app. All you need is a name, phone number, claim number, and some cell signal. Pro tip: stay with the customer until they opt in.
Q: Is texting okay for every policyholder?
A: If your team allows it—go for it! Texting works across all age groups and tech comfort levels. Just don’t assume someone doesn’t want to text—you might be saving them (and you) a phone call or two.
Q: What if a vendor doesn’t want to join a multi-party thread?
A: Frame it as a time-saver for them. Let them know they’ll be looped in only as long as needed—and remind them they can leave once their work is done. They may come around after seeing the benefits.
Q: What happens if someone opts out of texting? Can they rejoin?
A: Yes! Just have them reply “START” to the original Hi Marley number. If they’ve deleted it, give them the number verbally or in an email—they can still re-engage that way.
Q: Why can policyholders still text after a case is closed?
A: To keep the door open for final questions. If they reply, the case reopens automatically in your inbox. No messages will be missed.
Q: Can I use the Guidewire integration to do all these things?
A: Almost! Most Hi Marley tools—including messaging, templates, and media—are available. Auto-replies aren’t currently included, but many features are built right into your system of record.
Q: Can I resend an opt-in invitation if the insured initially opted out?
A: You can’t resend the invite directly—but the policyholder can opt back in by texting “START” to the original Hi Marley number. If they’ve deleted the message, provide them the number and ask them to send “START” to re-engage the conversation.
Q: Can I change or delete a scheduled message?
A: Yes! Scheduled messages can be edited or deleted from web, mobile, or integrated platforms. Make it a habit to review your message queue to avoid sending something that’s no longer relevant.
Artifacts
Message Templates
- 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.
Outbound Media
- Learn more about how to send media through Hi Marley HERE.
Scheduled Messages
- For insurance professionals using the web app, learn more about scheduling messages and templates HERE.
- For integrated admins, learn how to:
• Create a Scheduled Message
• Delete a Scheduled Message
• Get All Scheduled Messages for a Case
Auto Replies
- Learn how to set and manage Auto Replies in Hi Marley HERE.
Multi-Party Texting
- Learn how to add vendors and policyholders to the same message thread with Multi-Party Texting HERE.
Inbound Media
- Learn how customers and vendors can send media directly into the claim file HERE.
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