Reinsurance News

Aon targets improved customer engagement with Hi Marley partnership

21st June 2019 - Author: Luke Gallin

Global re/insurance brokerage Aon has entered into a strategic alliance with Hi Marley, an insurance-focused conversation platform that leverages industry-specific artificial intelligence (AI) and functionality to improve customer engagement.

Aon logoIn response to policyholders demanding faster and more efficient ways to speak with their insurance company through the cycle of their policy, Hi Marley’s technology looks to provide a seamless conversation platform which connects various stakeholders in the insurance chain. Aon has partnered with Hi Marley to offer its conversation platform.

Of course, chatbots that simulate human conversation have been around for some time, but Hi Marley claims that with the use of AI the conversation can be far more predictive and help solve more client queries.

So far, the platform has actually helped insurers deliver 20% faster claim resolution and avoid over four calls per claim. Insurers, reinsurers, and brokers are striving to improve efficiency while at the same time trying to both remain and increase their relevance in a rapidly changing world.

Greg Heerde, Head of Americas Analytics for Aon’s Reinsurance Solution’s unit, commented: “As a broker, we see both sides of the insurance equation so we know what insureds are asking for and the challenges carriers are facing.

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“Hi Marley’s platform and proven team stood out with their focus on insurance-specific situations. Hi Marley is bigger than just texting – it is connecting the entire insurance ecosystem in a simple, clear, and meaningful way. We are excited to bring this innovation to insurers globally.”

The platform is designed to improve customer engagement and insurers also stand to benefit from increased efficiencies from the platform’s tech that is easily integrated into existing systems.

Chief Executive Officer (CEO) of Hi Marley, Mike Greene, said: “We are excited to have the support and endorsement of Aon as we work to wow customers and improve carrier outcomes. We’ve been in the insurance industry – and in tech – for quite a while, so we know the ins and outs. This is custom-designed for the insurance space, because people in insurance should get dedicated, advanced tools, too.

“As we look to embrace the entire insurance ecosystem, including agents and brokers, we are helping insurance companies deliver a modern experience that puts customers first.”

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