Waterloo, ONT and Boston, MA – April 15, 2021 – Heartland Farm Partners is taking customer service to the next level by implementing a cutting-edge texting platform from Hi Marley. This innovative move allows Heartland Farm Partners to modernize and simplify how they communicate with their valued customers, streamlining interactions related to claims and other inquiries.
For years, the insurance sector has relied on outdated communication methods, often leading to frustration and delays for customers. Dealing with insurance matters, whether complex claims or simple questions, frequently involved time-consuming phone calls, endless rounds of phone tag, and the inefficiency of voicemails. Recognizing the need for a more efficient approach, Heartland Farm Partners has adopted Hi Marley’s real-time texting platform to revolutionize customer engagement.
This shift to text message communication significantly improves the customer experience at Heartland Farm Partners. Customers benefit from faster claim settlements, greater clarity into the claims process, and a substantial boost in overall satisfaction. The ease and convenience of texting allows for quick and efficient communication, directly addressing the pain points of traditional methods.
Rocco Neglia, Vice President, Claims & Loss Prevention at Heartland Farm Mutual, emphasizes the importance of this upgrade: “Having been in the insurance industry for a considerable time, I’ve witnessed firsthand the communication challenges between insurance providers and policyholders. At Heartland Farm Partners, our objective is to achieve seamless communication with our customers, and real-time, two-way texting provides the ideal solution.”
The Hi Marley platform is currently being deployed across Heartland Farm Partners’ claims organization, equipping all customer-facing claims representatives with this powerful tool. Future phases are planned to expand the platform’s reach within the company, further enhancing customer communication across all departments.
Heartland Farm Partners is also leveraging Marley Mobile, Hi Marley’s dedicated mobile application for field staff. This app integrates field teams directly into customer conversations, facilitating faster and more efficient communication. Through Marley Mobile, field staff can communicate, share documents and photos, all of which are automatically uploaded to the customer’s file. This not only benefits customers with quicker service but also simplifies workflows for Heartland Farm Partners’ representatives.
Neglia further highlights Hi Marley’s industry focus as a key advantage: “Hi Marley’s sole focus on the insurance industry is crucial. They possess a deep understanding of the unique challenges within insurance and are dedicated to resolving them. Hi Marley’s platform will empower the Heartland Farm Partners team to deliver an exceptional customer experience through rapid contact, accelerated settlement times, and enhanced transparency in settlement details.”
Mitesh Suchak, COO of Hi Marley, shares his enthusiasm about the partnership: “We’ve truly enjoyed collaborating with the Heartland Farm Partners team. We admire their dedication to innovation, their willingness to challenge conventional norms in the insurance industry, and their commitment to providing customers with an insurance experience that fosters loyalty. We are excited to see how Hi Marley will assist Heartland Farm Partners in exceeding their customers’ expectations.” Suchak also noted his personal connection as a Canadian, and Hi Marley’s Canadian roots, making this partnership particularly rewarding.
About Heartland Farm Mutual Inc.
Heartland Farm Mutual Inc., known as Heartland Farm Partners in their commitment to collaboration, was formed on January 1, 2016, through the merger of North Waterloo Farmers Mutual Insurance Company (established 1874) and Oxford Mutual Insurance Company (established 1878). Heartland Farm Partners offers a comprehensive range of insurance products, including home, farm, auto, and business insurance, through brokers and agents throughout Ontario. As the second-largest insurer among Ontario’s farm mutuals, Heartland Farm Partners demonstrates significant market presence. In 2019, the company reported premium revenue of $130 million. Heartland Farm Partners is headquartered in Waterloo, Ontario. For more information, please visit www.heartlandfarmmutual.com.
About Hi Marley
Hi Marley is the intelligent communication platform purpose-built for the insurance industry. Created by insurance experts, Hi Marley facilitates seamless texting across the entire insurance ecosystem, empowering professionals and delighting policyholders. Hi Marley’s advanced analytics provide valuable insights for continuous improvement. Designed for enterprise-level deployment, the platform is quick to implement, user-friendly, and integrates effortlessly with existing core systems. Hi Marley is at the forefront of transforming customer and employee experiences for leading insurance carriers worldwide. To discover more, visit www.himarley.com.
