Here's your April update of the Acadia Innovation newsletter, your consolidated source for new innovation happenings at Acadia Insurance. Browse below to learn more!
Check out how the Claims Department has leveraged Hi Marley to speed up the claims process on page 1.
Episode three of The Edge podcast for season three is now available. This podcast is an interview with Kathy Tierney at Berkley One talking about building a business from the ground up and the role innovation plays in that process.
Find out why it is important to Evan Casavant to be actively engaged in Acadia's innovation efforts.
Answer an innovation question for the chance to win a prize!
Learn more about courage and nd resources to become certi ed in this behavior on the last page.
Most of you have heard of Hi Marley in passing or when mentioned in one of Acadia's quarterly meetings. For those that are unfamiliar with Hi Marley, it is a conversational platform built for P&C insurance. It allows our Claims Adjusters to communicate with insureds and claimants via text for quicker, more convenient conversations. Our Claims Adjusters use this platform for Worker's Compensation, Auto Physical Damage, and Property claims.
The bene ts of using Hi Marley include:
The ability to connect with customers in a way that is convenient for them (and today is typically preferred).
Reduction of phone calls and emails, as well as phone tag.
Much faster response.
An option to measure sentiment of a conversation which can help supervisors with coaching and potential escalation.
Translation feature where texts can be translated into 19 different languages.
Ability to schedule messages to go out before a visit to an insured or claimant's facility
Full integration with ClaimCenter- photos, texts, estimates go right to the le in ClaimCenter
Secure compliant communication.
Customers can send media (photos and videos) to assist in claims resolution.
To provide more information on the response time, Acadia has used this platform on around 2,000 claims (equating to around 23,000 text messages). The median customer response time was 5 minutes. Acadia's median response time was 12 minutes. As you can see, this allows for much quicker resolution of claims and sharing of claim information versus emailing back and forth or playing phone tag with individuals who are often busy during the day on the job or on the road. In comparison, Berkley as a whole (17 Berkley operating units using Hi Marley) has used the platform on over 5,000 claims (equating to around 68,000 individual text messages). The median customer response time was also 5 minutes.
Hi Marley is classi ed as secure compliant communication because they require customers to opt-in in order to communicate with us via text. Acadia's opt-in rate is 76.3%. When customers receive a text message from us, the name on the text message is "Acadia Insurance", so people are more apt to opt-in and respond.
All the bene ts listed above lead to a reduction in claims resolution time. This allows our Claims Adjusters to handle claims more e ciently as well as multi-task while waiting for a response from a customer
The next phase of Hi Marley is to include other customer touch points within the text conversations. These other touch points include other vendors such as One, Inc., Copart, Enterprise, and Safelite in one trusted text thread. Additionally, the Loss Control team is experimenting with using Hi Marley to reach out to insureds with recommendations.
Watch the video below to hear what Aaron Bergeron (Auto Senior Claims Representative) and Mary Jane Post (Workers' Compensation Senior Claims Representative) had to say about Hi Marley and how it has bene ted their day-to-day work ow:
Season three of Berkley's "The Edge" Podcast is back up and running. Click on the episode description below to take a listen:
This episode features Berkley One's President, Kathy Tierney. Kathy and Bill talk about the special, and sometimes scary, opportunity of building a new business from the ground up and the role innovation plays in that process. They discuss the importance of having an amazing team that embraces the spirit of collaboration and experimentation at all levels and how that sets them apart in a popular market segment. Kathy emphasizes how even the small and simple things we try to do differently can surprise and energize the relationships we have with our constituents. They close with a re ection on getting out of your own head and getting in it with other people, sitting in the front row and pushing past the insecurities that might
We are continuing to highlight Acadia team members that are (the most) actively engaged in SPARK! The next active SPARK! user is Evan Casavant, Loss Control Technical Specialist. WeaskedEvan:
Why is it important to you to be actively engaged in Acadia’s Innovation efforts?
"BeingpartofAcadia’sinnovationeffortsisimportantforseveralreasons:
1.PersonalGrowth:Itprovidesmewithopportunitiestodevelopnewskills,learnaboutemerging technologies,andexpandmyknowledgebase.
2.ProfessionalDevelopment:Involvementininnovationeffortsallowsmetodemonstrateleadership, creativity,andproblem-solvingabilities,whichcanenhancemycareerprospectsandadvancementopportunitieswithinthe company
3.ContributingtoSuccess:Mycontributionstoinnovationcandirectlyimpactthesuccessand competitivenessofAcadiainthemarket.Byactivelyparticipating,IcanhelpdrivepositivechangeandcontributetoAcadia’s growthandsustainability
4.StayingRelevant:Intoday'srapidlyevolvinginsurancelandscape,carriersthatfailtoinnovateriskfallbehindtheir competitors.Byactivelyengagingininnovationefforts,IensurethatAcadiaremainsrelevantandadaptabletochangesinthe industry
5.SenseofOwnership:BeingpartofinnovationeffortsinstillsasenseofownershipandprideinmyworkandAcadia’s achievements.Itfostersacultureofcollaborationandcreativity,whereemployeesfeelempoweredtocontributetheirideas andmakeadifference.
Overall,beinginvolvedinAcadia’sinnovationeffortsnotonlybene tstheorganization,butalsooffers numerouspersonalandprofessionaladvantagesformeasanindividual."
As part of our Innovation journey, we continue to work on the seven innovation behaviors to strengthen our knowledge and skill sets. We will highlight an innovation behavior each newsletter and provide links and information on where you can learn more about this behavior
The second behavior we will highlight is courage. When we speak about courage, we are talking about the willingness to step outside oneself and take the calculated risk. It is a willingness to experiment- with the knowledge that you can fail, and with the understanding that failure can lead to new and better ideas. Courage is also the willingness to be vulnerable - to not know, but to be open to learning, in whatever form and from whomever it takes. Courage is overcoming the fear to question, to speak up, and to be transparent and authentic. It is embracing the di cult conversation - whether with others or ourselves - and to speak the truth, respectfully and constructively, regardless of audience.
Resources:
As a reminder, you can use the Give A WOW platform to recognize your coworkers that have you've noticed exhibiting innovation behaviors. The innovation behaviors are the last seven options under the Nomination Category.