Hi Marley and Copart now offer a product that the companies claim to be the “first-of-its-kind” to accelerate the total loss claims process for insurance carriers and policyholders.

Total Loss Assist integrates Copart’s Seller Portal with Hi Marley’s Insurance Cloud to create one conversation thread between the policyholder and other relevant parties and automate workflows to guide the policyholder through the total loss process and set expectations about the next steps, according to a news release.

It also sends real-time customized notifications from Copart to adjusters in Hi Marley about clear actions to take next as well as personalized and automated texts through Hi Marley to customers based on Copart alerts.

Hi Marley collaborated with several insurance carriers, including Plymouth Rock Assurance, to help design and develop Total Loss Assist.

Mike Greene, co-founder and CEO of Hi Marley, said insurance problems are complex and can’t be solved in a silo.

“We listen to carriers to understand their biggest pain points and partner with like-minded organizations, such as Copart, to design solutions,” he said. “These relationships within the insurance ecosystem are vital to innovation and accelerate our ability to solve problems for insurance carriers and their customers.”

Early adopters of Total Loss Assist resolved claims around two-and-a-half days faster, on average, with a 30% reduction in cycle time, according to the release. They also reported an increase in five-star survey results from policyholders who experienced the total loss claim process.

“Our early indicators point to higher customer survey scores and reduced cycle times,” said Paul Measley, Plymouth Rock Assurance chief claims officer, in the release. “We’re confident Total Loss Assist will bring an improved total loss process to our customers and employees.”

Hi Marley and Copart began its partnership in September 2023 to identify opportunities and use technological innovation to improve total loss claims handling, the release states.

“Hi Marley’s singular focus on insurance enables our team to obsess over the complex challenges carriers face today, like those in total loss,” said Hugh Allen, Hi Marley principal product strategist, in the release. “Creating insurance-compliant solutions that solve these problems is foundational to the work we do and helps create a trusting relationship with our customers and partners.”

Allen told Repairer Driven News that Total Loss Assist provides customers with a one-page explanation of what they should expect with their total loss claim, including what to bring when getting their belongings out of their vehicles, and a list of frequently forgotten items to reduce shop mailings or return visits of owners. They are given the shop address, contact information, and details about written or verbal vehicle release.

Allen said customers are told to:

• • Call first to ensure the shop/yard is open and the vehicle is accessible
  • Bring screwdrivers to remove the license plates and flashlights to see in the dark

For the shops, Allen said Total Loss Assist will reduce cycle time through clarity and speed in customer notifications if a vehicle is deemed a total loss or needs to be moved for additional evaluation.

“A more efficient process will result in shops being able to take in a greater number of vehicles for evaluation and repair,” he said.

Jeff Liaw, CEO of Copart, added, “Our customers are at the core of all that we do. We are committed to partnering with organizations to deliver outstanding customer outcomes, and Hi Marley shares in that passion.”

In January, Mitchell International Claims Performance Director Ryan Mandell said the total loss threshold for insurers had risen due to high used and new vehicle prices meaning more collision-damaged vehicles are likely to be repaired than declared a total loss.

The repairability of parts, however, has slowly decreased over time, in part, due to vehicle material choices by OEMs, according to Mandell’s “2024 Enlytened Trends Report.”

Images

Featured image credit: Halfpoint/iStock

Total Loss Assist image provided by Hi Marley

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