ADJUSTED
ADJUSTED
Beyond Phone Tag: How Texting Builds Trust and Speeds Recovery in Workers’ Comp
In this episode of Adjusted, Stephanie Behnke from Hi Marley reveals how text messaging is revolutionizing communication in workers’ compensation. With injured workers responding to texts in just 2–3 minutes, adjusters are resolving claims faster and building deeper trust—without the delays of phone tag.
But it’s not just about speed. Stephanie shares how texting allows adjusters to show empathy, detect frustration through AI-powered sentiment analysis, and overcome language barriers with built-in translation. From document sharing to supervisor coaching tools, this episode explores how SMS is creating a more human, efficient, and connected claims experience.
Whether you're managing claims or leading a team, this conversation offers practical insights into how meeting injured workers where they are—on their phones—can transform outcomes.
🎧 Like, follow, and leave a five-star review to help us bring these insights to more listeners!
Season 9 is brought to you by Berkley Industrial Comp. This episode is hosted by Greg Hamlin and guest co-host Suzanne McAuliffe Vice president of claims for Key Risk.
Visit the Berkley Industrial Comp blog for more!
Got questions? Send them to marketing@berkindcomp.com
For music inquiries, contact Cameron Runyan at camrunyan9@gmail.com
Hello everybody and welcome to Adjusted. I'm your host, greg Hamlin, coming at you from Sweet Home, Alabama and Berkeley Industrial Comp. And I'm excited to share with you this rebroadcast. This episode is on texting and claims with Stephanie Benke. She is part of the High Marley company that is bringing texting to the claims industry and this was a great, great episode. It's wonderful to have the chance to think about ways to reach our injured workers in ways that maybe we haven't in the past, and Hi Marley is definitely doing a great job at that.
Greg Hamlin:In this episode we talk about the way people consume information and how we make that as easy as possible so that we can gain cooperation and get the best outcomes. So I hope that you enjoy this episode and remind you to like, follow and share the episode. Also, we would love it if you would leave us a five-star review so that we have an opportunity to bring others to this podcast series and share the content with them as well, and with that, we remind you to do right, think differently and don't forget to care. Enjoy. I'm your host, greg Hamlin, coming at you from beautiful Birmingham, alabama and Berkeley Industrial Comp. And with me as co-host for the day and first-time co-host is Suzanne McAuliffe, vice President of Claims with Key Risk. Suzanne, I want you to introduce yourself a little bit. Where are you from, suzanne?
Suzanne McAuliffe:Well, I'm currently in Fort Mill, south Carolina. Originally from Syracuse, new York, so you'll probably notice the accent that is not Southern, but I'm with Key Risk for 12 years now and love doing workers comp. I'm excited to be here for my very first co-host experience.
Greg Hamlin:I'm excited to have Suzanne here. She's awesome. So if you haven't met her, now's your chance. But Suzanne was real interesting. We bumped into each other as we worked for fellow Berkeley companies a while back and one of the things that was funny in that is I told a few people like Suzanne really thinks the way I think, like she's definitely my kind of person. And then later on the manager who trained me, who works for another carrier, had reached some kind of milestone and I saw Suzanne posted on LinkedIn hey, congratulations. And I was like how in the world do you know her? And she's like well, I trained her. And then I was like, oh, it all came together. I only think the way I do because of Suzanne. I just didn't know it. We have a long history and didn't even know it. That's right, that's right. So we have a special guest today with us Stephanie Benke. Did I say your last name correctly? You did. Thank you, all right. She is the Director of Solution Consulting at HiMARLI and we're excited to have you with us, stephanie.
Stephanie Behnke:Thank you, I'm happy to be here.
Greg Hamlin:Well, stephanie, one of the things I always like to start with is finding out how people started out in the industry, and I'm guessing that when you were in kindergarten and they had career day, that you showed up in a suit ready to go and you're like I am going to do insurance, that's what. That's what it was Right.
Stephanie Behnke:Oh my gosh, it's like you were in my life at the time. You must've been Miss Jacobs kindergarten class with me. No, um, it's so funny Cause I feel like I know one gentleman actually who grew up wanting to be in insurance, but I think the rest of us just sort of stumbled right, stumbled our way in. So I was actually in the army, I was a diesel mechanic and I was stationed at Fort Hood and I called a girlfriend I'm like getting out of the army in a week trying to figure out what that next chapter looks like. Do you know anyone who's hiring? And she was working for Mercury Insurance in California at the time. She's like great company, you got to come here.
Stephanie Behnke:So here I am 35 years later, right, looking back and going no, I never, I didn't sign up for it. But I always tell people and now, with kind of college graduations on the mind, I always tell people getting out of school if you don't know what you want to do, take a look at an insurance company. Because I feel like in my career I have had the luxury of being in underwriting, in IT I've been a CIO, I've been in claims, innovation and strategy and operations, and there's so much in the industry to keep you engaged and excited. That's kind of a great place to just get started, get some experience under your belt. You're going to learn a lot, but I also feel like it helps root us and ground us and helps us find what we really want to do when we grow up.
Greg Hamlin:That's awesome. I have a daughter that just graduated from high school and is getting ready to go to college, so we're doing that whole thing of what do I want to do now. And she said, you know, I think she's been nervous. She's like oh, I think I want to do nursing. And I said you know what, start there and then just see where it goes and be open, because as you start to try new things, you'll never know what you might like. So I thought that was good advice, stephanie.
Suzanne McAuliffe:So, stephanie, how long have you been with Highmarly?
Stephanie Behnke:So I've been with Highmarly for just a little over a year and I am in the solutions, I run the solutions consulting organization and so we really introduce the product to customers. So I work with the growth and the sales teams and just introduce the product and then my team also manages any pilots. So, suzanne, I know that your team piloted with Highmarly and so it would be my organization that helped you do that. Can you tell us?
Suzanne McAuliffe:a little bit about Highmarly and what it offers.
Stephanie Behnke:Absolutely so. Highmarly is a collaboration platform powered by SMS and what that really means is that it's a communication platform that allows adjusters to communicate directly to customers, prospects, injured workers and also collaborate with other folks in their organization. So the way that this works is, say, I'm an adjuster working on a workers' comp claim and I need to bring in a nurse case manager. So I can invite one of the nurse case managers in and now when they're talking to the customer, it's all in one single text thread. So the customer has just one conversation from the very beginning of their claim to the very end of the claim. Super seamless for them. A lot of times our customers struggle with I have a question I don't know who to ask. Do I ask my nurse to get practitioner this? Do I ask somebody else? That they just ask the question in that text thread and then they can get an answer from anybody who's on that thread. So really helpful way of just bringing adjusters and injured workers together. That's awesome.
Suzanne McAuliffe:Yeah, absolutely. I know that we definitely experienced the benefits of that through the pilot and now through the active integration into our claims department. It's been a wonderful transition for us for communications.
Stephanie Behnke:Yeah, I don't think I realized how close adjusters and injured workers could get until I came to work here at iMarley and I was looking at some of the data and just the ability to bond with somebody to gain their trust and that goes both ways right. And then I see folks pouring out their hearts in how much they appreciated the support an adjuster gave them or how much they appreciate them coming alongside them and always believing that they were going to get back to work and they were going to get better, and it's just. It's just a wonderful thing to see and to listen to.
Greg Hamlin:Yeah, I think the way we communicate has changed so much over the last I think I can think of, you know, when I was a kid and then now I have children. I have six kids, so my oldest is 18 and my youngest is one. So I'm experiencing all the forms of communication, from like baby sign language to adult children now. But one of the things that I can remember, you know, when I wanted to go to my friend's house, I picked up my phone and I called him. I didn't have a cell phone In junior high.
Greg Hamlin:I felt like I was pretty cool because I had a pager and, you know, people could page me and then I could go to a pay phone and put a quarter in and call them back, and that was pretty awesome. And it wasn't later until cell phones started taking off. Probably when I was in college they were starting to become more mainstream. But I noticed with my kids they haven't really done some of those same things. They're more likely to text each other, Like my daughter has a boyfriend right now and I don't know if she's called him once.
Greg Hamlin:Like they text all the time, right, but they don't actually like have phone conversations. You know, my wife and I joke. When she was a teenager she used to call the weather channel and then her friend would call the weather channel like, call, like she'd be like call the weather.
Greg Hamlin:I'm going to call the weather channel at 10 o'clock, then call me and I'll bring you in so the phone doesn't ring and we can have like a late night conversation and anymore Like it's not that way, obviously, with texting. So, as you think about some of the ways technology is changing communication, what are some of the things you're seeing in the industry that are probably different than what we're used to?
Stephanie Behnke:Yeah, I just I think the speed at which everything happens has been surprising and I think for a lot of folks you know again, I mentioned in the relationship that you can really build over text and I'm not sure that folks expected that to happen.
Stephanie Behnke:Right, that you could get close to somebody just by texting.
Stephanie Behnke:And yet you can, right, you can build this again, you build a relationship and build trust, which is so critical to our success. Right and what we do every day, and moving very quickly. So we know that from High Marley's data on average customers are responding in two to three minutes to text messages. So when you think about a claim and moving a claim along, think about how quickly you can get a response from an injured worker and then keep that claim moving. So I think that is surprising for people. And then we know we've done a lot of studies, we have a lot of data around customer expectations and customer satisfaction and the number one driver of customer satisfaction is actually the adjuster's attitude, which is probably not terribly surprising for those of us who are actually the adjuster's attitude, which is probably not terribly surprising for those of us who are in the industry. But the reality is again can a personality come through in texting and the answer is absolutely, and again, I think those are a little bit surprising for folks sometimes.
Greg Hamlin:I love that and I think what you're hitting on I think is so important in that technology is a tool that lets us do what we need to do and get where we want to go, but ultimately what you were hitting on. It's the attitude of the person who's using the technology, so they really go together instead of being like separate concepts.
Stephanie Behnke:Yeah, exactly Right. It's just facilitating that human to human contact, but in our industry, like it always comes back down to the human connection. I love that.
Suzanne McAuliffe:So I would just from my perspective, I just probably want to just add to that is just. That's probably one of the best things that we've noticed with High Marley. The biggest plus is just that enhanced and prompter, more frequent communication. Communication Because, as you alluded to, stephanie, it's just the ability to have communication on an easy basis and really the texting is almost like a it's table stakes this day and age as far as how people are communicating. The High Marley has really eliminated that phone tag situation or the situation where an adjuster is trying to reach an injured worker and their voicemail message is full or it's not set up yet. This way we can just send a text and say, hey, I need to talk to you, and it just helps us to move a claim forward faster and ultimately resolve it at a quicker pace as well.
Stephanie Behnke:Yeah, and you think about our workforce. We're all texting right. We're all texting all day, every day in our personal lives. So even as we talk about the injured worker, even the adjusters are more comfortable and very comfortable in texting right. And so you know again, it's just the technology is just facilitating that.
Greg Hamlin:You're spot on. And just as you were talking, suzanne, I was thinking about my wife's parents. Now that we live further away, they'll come stay with us for a few weeks, and when they stay, if somebody calls their cell phone, they like race across the room and answer it, because that's like they grew up in a time when landlines for you, if you didn't answer it, there might not have even been an answering message. And so for me, if I see a phone number and it comes up on myself and it's not attached to somebody's name, I know I'm not answering it and, and I, and it comes up on my cell and it's not attached to somebody's name.
Greg Hamlin:I know I'm not answering it.
Greg Hamlin:And I think we have that same problem with our injured workers is they see that phone number come across and they're like, oh, I don't recognize that area code or I don't recognize that person, so I'm not going to answer it. And meanwhile we're missing an opportunity to connect. And if they knew that we want to talk to them about how we could get them their benefits or how we can get them to the right doctor, they'd probably pick up the phone. But they don't know that, and so texting kind of gives us another way to reach out and connect in a way that people are communicating.
Greg Hamlin:Now I think you've talked about this a little bit, Stephanie, but I wanted you to talk a little bit more. I think when we think about technology, a lot of times we think of it as this cold computer without emotions, and then that makes people nervous sometimes when they think about customer-focused industries like insurance. How does technology, how can empathy, coexist with technology? And I think you've hit on that a little, but I would love for you to talk a little bit more about that.
Stephanie Behnke:Yeah, it's funny because I think that we used to assume those were two very separate entities. Right, the gear and technologies is hardcore, and we're finding that even automated messages can be empathetic. So the very beginning, if you start a conversation right after a worker has been injured at work, you can say I'm so sorry to hear about your accident. Right, I'm so sorry to hear about your claim. I hope you're doing well and you enter into the conversation. So, even when we're creating templates, one of the things that the Heimerle product allows is we know that adjusters have similar conversations, kind of over and over, and so we can create templates around that. When we're doing that, we're making sure those conversations are still a point of connection, so the conversation is still, again, empathetic.
Stephanie Behnke:I'm sorry that you experienced that. If I'm doing a follow-up for an appointment hi, how did your appointment go today? I hope it went well. Was the doctor able to clear you to return back to work? It can be just that friendly and really meant and heartfelt and genuinely heartfelt, really sincere, and yet automated, because I would have asked you that same thing if I had reached out to you personally manually, right, but I can do that through technology and it makes my day a little bit faster and easier and you get a great message that makes you feel good, right, and that again it tears down that border between the human and the technology.
Greg Hamlin:That's great.
Stephanie Behnke:Yeah.
Suzanne McAuliffe:Stephanie can you talk a little bit about? Because, like you mentioned before, the nurses can be involved in a text conversation, supervisors can as well, and Highmarly also offers the ability for supervisors to run various reports and one of those features that are highlighted in the text and communications is the sentiment of the text, and I believe that High Marley has the ability to kind of flag if something, maybe somebody, seems frustrated or upset about something, so the supervisor has the ability to maybe go in and look at that chat and see whether or not they're needing to interact with the injured worker.
Stephanie Behnke:Yeah, absolutely so. When I think about the evolution of the technology, I think we're just getting better at anticipating, we're getting better at listening, and so one of the things that Highmarly offers in our platform is you're absolutely right, this sentiment analysis, this idea of how is an injured worker feeling right now, frustrated? What we do is we put a little badge on that particular conversation, we pop it to the top of the adjuster's inbox, also, kind of helping them prioritize their day. If you think about their voicemails, they don't know what they're walking into in a voicemail and they may have to listen to five in a row, right, but with texting you can see the conversation quickly and then again we have this artificial intelligence running in the background. Prioritize it for them, helps them understand that again, in this example, customer is getting frustrated or maybe they're threatening litigation an attorney. We also have an AI model that identifies delays, unusual delays, and so to AI that sounds a little bit like my doctor has rescheduled this appointment four times or I've left three messages. I can't get a response to my return to work question. I've left three messages. You know, I can't get a response to my return to work question. I've left three messages.
Stephanie Behnke:And if the AI detects any of that, again it alerts the adjuster, pops up to the top of their inbox for prioritization and then you're right, suzanne, anybody can go in.
Stephanie Behnke:A supervisor can go in and see. You know, is Stephanie having maybe more of these difficult conversations than somebody else on the team, and is it the nature of those claims that she's been assigned Really importantly? I think we knew adjusters were doing this on a daily basis. We knew they were overcoming this adversity every day on the phone, but we couldn't always hear how they were recovering from it With text. One of the great things is that supervisors and managers can see exactly how they did that service recovery. So, as an adjuster, there's just a lot of great information on when an injured worker is upset, how am I coming alongside them and making them feel better and getting them back on track on that treatment plan or whatever, and that's all visible in texting, and so it's a great opportunity for supervisors to be able to call out just tremendous performance know, tremendous performance by adjusters again and how they come alongside those injured workers and support them.
Greg Hamlin:That's. That's huge, stephanie, and I think, as we move forward into what I think we're, I mean, maybe this will change, but it seems like more and more we're seeing people work from their homes and they're not in the office, and so, like when I became, when I was an adjuster, I sat around people and I learned so much by listening to their phone conversations. But that's happening less and less. So the opportunity to maybe even early identify some opportunities of you know. Here's a coaching situation on when somebody is upset. Maybe try this instead next time and see how it goes. You know where, when I was doing this, the person next to me probably would have rolled back and said hey, greg, you're in a pretty bad mood right now. You might want to try that again. So I think we're missing that, and this is a neat opportunity to be able to see those and have other people help.
Stephanie Behnke:Yep, I love it. So one of the things when I'm showing folks the platform it's one of my favorite things to talk about is, once you have insight into the kinds of conversations that are happening on the platform, then you can go in and again you can highlight those and say you know, here's the way that Greg responded in a really empathetic, great way and he still managed to move the claim along. And so at a team meeting you can bring up some of those examples. Right, You're not often in somebody's voicemail or recording those phone calls and going back and listening to them for training purposes, but you can do that on a really regular basis in the High Marley platform. And also there's an ability within the platform you can leave notes for each other. So let's say I'm a supervisor and I'm taking a look at a conversation that's in flight. I can leave a note for the adjuster and say, hey, just a quick recommendation, or I have an observation I'd like to share with you. And they can do that all in the Highmarley platform. The adjuster never has to leave the platform.
Stephanie Behnke:So a lot of great tools available for supporting adjusters, and I think that that is what makes me happiest in technology right now is that when I came into the industry so many years ago, the technology that I generally built was around how do I process the policy faster? How do I get details around a claim? And it was very functional based, and I feel like now technology is getting us into a place where it really is back about the people how am I supporting the injured worker? And there was a time when I came into the industry that often the software that I was designing served one of those audiences but it didn't serve the other, and so I maybe was making things easier for an adjuster at the cost of customer experience, or this was all about the customer and kind of cyclical, and so we were focusing maybe a lot on the customer at the time, but the adjuster had four or five hoops they had to jump through to make that happen, and I feel like technology today is serving both of those audiences well.
Stephanie Behnke:So we're getting faster, we're getting more accurate, but we're not doing that at the cost of people.
Greg Hamlin:That's great and I think that's really the next step, because I think both those examples I've seen, where you try to make something more customer-friendly and it becomes not very employee-friendly, or you create something to reduce the process time, but now the customer has to press three, press nine, hold, say the right word to get transferred to the right place.
Greg Hamlin:The idea is great, but then the customer experience is bad. So I think you hit the nail on the head there. Suzanne, I'd like to kind of shift over to you. So my operating unit hasn't yet gone on this platform yet we're in the next wave to go online and start to have this. But your operating unit already has had some experience in this platform and I wanted you just to talk a little bit about what your experience has been from, maybe both at the adjuster level and then maybe at the manager level, and what your experience has been.
Suzanne McAuliffe:Yeah, so it's been a very positive experience. The team we had a pilot team of five adjusters to start. We had three operating units actually that had participants in the pilot. The pilot participants loved it. They immediately found the advantages of faster communication and some of the really great features in HiMarly that just make their life easier. But again, getting to what we were just speaking about, also a great customer service benefit, right. So being able to communicate quickly and not having delays in information transferring back and forth, so super easy to use a platform, very user-friendly, intuitive. We've had great response time to text being sent. So the back and forth is almost just like if you were using your phone. People are responding promptly, information is getting transferred. It's been wonderful.
Suzanne McAuliffe:We've had situations this is probably one of the highlights that we've seen was we actually got a claim settled because we were able to text. The adjuster had injured workers. She'd been trying to reach by phone and by email with no response. So she had sent me an IM and said, hey, is it okay if I discuss settlement via text? I was like, well, let's try to call. She's not responding to voicemail. So I said just don't put any personal information in the text. So all she did was send a text hey, your claim is ready to resolve. Are you interested in talking about settlement? Injured worker? Responds right away. Said yes, I am. She said great, I'm giving you a call right now. We got the claim settled that same afternoon. Had we not had that texting capability, who knows, we probably would have still been chasing after the injured worker, so things like that.
Suzanne McAuliffe:There's a wonderful translation service feature in Highmarly. That is fantastic. You don't have to sit on the phone with a language line. The ability to schedule texts out into the future has been a huge time saver for the claim professionals. And that's again. You know claims is a tough job. Anybody who's done it knows it's busy. Time management is key, organization is key and this is a wonderful tool to help with those necessary skills in the claim adjusting world. From the supervisory standpoint, management standpoint the reporting capabilities on Highmarly is great. We can see who's using it, how it's being used, the ability for a supervisor or another co-worker to jump in on a text in the event somebody's out of the office. So there's no delay in communication If somebody is in need of something, whether it's you know clarification on whether or not somebody's check has been sent or what time?
Suzanne McAuliffe:can you confirm what time my appointment is? It's just. It's been a wonderful benefit to our injured workers, as well as our clients and the adjusters.
Greg Hamlin:You've got me excited, Suzanne, because we're coming up soon.
Suzanne McAuliffe:I'm telling you the feedback has been fantastic. I mean it's just it's been. People are pretty excited about it.
Greg Hamlin:You know our operating unit. Our big push over the last couple of years has been to create an empathetic resolution model, and part of that is gaining cooperation with our injured workers. So we've looked at every avenue and this is one of the missing pieces we knew we needed to work on, so I'm definitely excited about that.
Suzanne McAuliffe:And I guess I would probably be remiss if I didn't mention you know there's some cost savings potential with this. One of the biggest examples is probably the ability for us because media can be transferred back and forth so getting a prescription card to an injured worker so we ensure they get into network. So anybody in the claims world knows how important it is to keep injured workers in network. This way they have it, it's on their phone and they're able to get to the pharmacy and get scripts filled within network. That's fantastic.
Greg Hamlin:I'm at the point I don't even have a wallet anymore. I just carry my phone and it has like a little compartment for a couple credit cards. So all of those health insurance things they're pictures I don't have. I'm not carrying that around anymore. So that's great. That's great news, stephanie. So as you think about, obviously in High Marley you're working in technology, so you got your. I would assume your company is thinking about the next challenges that you want to tackle, or some of the areas that you're still working at to make even better. What are some of those challenges your company is working to solve through technology today?
Stephanie Behnke:So we have a lot of as you listen to conversations it's sort of the same questions kind of come up, claims follow patterns, kind of predictable patterns, and so what I'm most excited about is really around how AI can come in and help sort of predict what's next. But for this type of claim, here are the common questions that people have and give those answers to customers and injured workers before they ask them. So you know, the adjusters are so busy answering phone calls and picking up voicemails of questions and very few of those questions are the first time an adjuster has ever heard that question right. They get the same with all the time. So how can technology again come alongside both the adjuster and the injured worker and give the injured worker the information that he or she needs at the time they need it right, and AI will help us do that.
Stephanie Behnke:Even in the existing sentiment models that we have today that I mentioned, we first wanted to understand what was frustrating injured workers and, as we observed that data, what we learned was that a lot of times it's a question that's asked that doesn't get answered in a timely fashion and that creates frustration and that can lead to litigation and all kinds of additional expenses as well, and so the very next model we rolled out was oh, there's a question waiting for you. So now in the platform, if an injured worker asks you a question and it doesn't get answered, within 30 minutes just a little innocuous blue bar pops up and just lets you know that there's a question waiting for you.
Stephanie Behnke:So, again, imagine an adjuster today would have to go through all their voicemails, listen to all the voicemail and now I can see online a little blue line just tells me that there's a question that needs to be answered. So even if I'm just wrapping up my day before I go to lunch, or Friday before I take off for the weekend, I can quickly scan is anybody frustrated? Does anybody have a question I need to answer at the last minute, before we all shut down kind of for the weekend? Again, just coming along and supporting both the adjuster and the injured worker.
Stephanie Behnke:And the more data that we have, the better that those AI models are going to get right and the more accurate they're going to get. And instead of giving an injured worker a 10-page document on kind of what to expect in the claim process, we can actually feed them real-time information. Oh, they just went to the doctor and got this message. Then here's kind of the likely next question they're going to ask me Anticip, anticipate that and answer it. So if the adjuster is really doing that deep, meaningful work that we all know that they do and not worrying about sort of picking up messages, yeah, I think that's really big.
Greg Hamlin:You know there's so many, like you said, of those questions like where's my check, or very simple questions that come up all the time. I mean, we joke about that one because that's one of the more frequent ones that people want, but there are very simple answers that really I think a good AI system could learn to anticipate. I'm not an expert on chat GBT and I don't know a ton about it, but I've heard enough because it's all over the media right now. So I know that we're kind of thinking forward here, probably, but do you see any places where this may enter the insurance industry into the space? I think you kind of talked a little bit about it by talking about AI.
Stephanie Behnke:Yeah, yeah, absolutely. So. We are already using chat, gpt and models like that right To and again anticipate needs to ask just the right questions. So one of the products that Highmarly has is a conversational FNOL. So if you can imagine, instead of a chatbot that doesn't feel very human right Having a conversation with AI that feels empathetic, feels sounds empathetic, and I don't have to ask all the questions, because I ask a customer or an injured worker to just explain what happened and once I know what happened, I'm pulling all of that unstructured data into structured fields. And now that just eliminated four additional questions. So the way that Suzanne answered my you know what happened explained to me what happened. Well, that just happened to answer location and time of day and a description, and so now I no longer have to ask those questions. So just getting smarter, you know AI continuing to feed that and then also taking all of the data that we all sit on and putting that back into the model so that they're constantly learning right, and so the nature of claims.
Stephanie Behnke:It always evolves over time, but making sure that we stay on top of that evolution by pumping the data that we receive back into the models to just keep making them smarter and smarter.
Suzanne McAuliffe:That's fantastic and it's so important to where we are in this day and age, because we are so reliant on technology and all that comes along with it. Is there anything currently? Is there an issue or solution out there that your company is currently looking into to solve and you're excited about to bring you into the future?
Stephanie Behnke:You know what I really do get probably most excited about AI and again I feel like it's talked about a lot.
Stephanie Behnke:When we get really specific, again, it can do things like I don't have to ask you five questions, maybe I ask you again one and I get all those answers that I needed. But the ability to anticipate Claims are incredibly stressful and when you have lost time at work and you can't do your job, the fear, the anxiety, the frustration it comes out in these claims and it comes out sometimes at the adjuster and it can be very frustrating. So any technology that we can leverage to make the experience easier for that injured worker, to make them feel safe, to make them feel confident that we have their best interest in mind and we are going to do everything we can to get them back to work on time. However, ai can get us in front of the customer again in a meaningful, empathetic way. I think is what drives me every day. How do we make these experiences more lovable? Highmarly's tagline is making insurance more lovable, which seems like a very lofty goal, but I think we do that one conversation at a time.
Stephanie Behnke:And I think we do that one injured worker at a time, and AI can help us predict what that injured worker is feeling and again predict where that next element, sort of anxiety, might be coming from.
Greg Hamlin:That's fantastic. Stephanie, you know I talk about this a lot and I'm sure Suzanne remembers this. Early on in the insurance I think there was a lot, and I'm sure Suzanne remembers this. Early on in the insurance I think there was a lot of, and we're probably still have some of this. That use that I call the claims hammer technique. When they want to get something done. It's well, if you don't go do this, then I'm going to stop your check or I'm going to cut you off or I'm going.
Greg Hamlin:You know any number of different things and having six children, I can tell you like if you use the hammer on your kids every time, it doesn't work very well. Like a lot of times pats on the back. They're important to you. You have to do all the different things and if you want to, if you want to gain cooperation and get where you want to head. I love how you talk about making insurance more lovable, because there's definitely work to be done on that and it shouldn't be a terrible experience. We're really there to help people have better lives and be able to recover from something awful that happened. That's the whole point of it. So I love your message, one of the things that we're doing this year to wrap up the year. I always try to put good vibes in the universe because I figure it will come back to me someday. So there's so much negativity out there. One of the things that I want to do this season is have each person share something they're grateful for, as we wrap up the season, the episode.
Greg Hamlin:And so, stephanie, I wanted you to share something you're grateful for today, as we wrap things up. Anything you want.
Stephanie Behnke:Goodness, such a list. Thank you for the question, by the way. What a great question. I'm going to say I am most thankful for the culture at High Marley. So I have worked in the industry, as I mentioned, for 35 years. I have never encountered a group of people that were more driven and more focused on a goal right, and our goal is to make insurance lovable. But just the way that we listen to each other, the way that we raise concerns, the way that we use candor to kind of cut to the chase and really get to any challenges that we encounter, I love it. I'm so grateful for the company and for our leadership because they promote this culture all the time.
Stephanie Behnke:And I will tell you, after being in the industry where we can be a little salty has anyone ever met a salty claims adjuster or a salty underwriter? We can be a little salty. And so I come from that carrier background and to come into a company where people are like so tell me, what's bothering you about what I'm doing? It's like are you serious? You're serious, aren't you? Well, let me tell you what I think we could do differently. Right, and what it meant for me was I didn't want to come into a corporate culture and be that guy that's negative or that guy that's, and so it actually changed the way I approach my work every day and the way I interact with my colleagues. And yeah, it was a really long answer, Greg, but I really couldn't be more grateful for the culture.
Greg Hamlin:That's huge, and I've worked with a number of different employers I'm sure Suzanne has too and we spent way too much time at work to be at a place that we're miserable or that people aren't taking those extra steps. I think culture really does matter, and I think now, in a world that is as competitive as it is in the insurance industry for talent, if you don't have good, great culture, someone else will take that person and be excited to have them on their teams, and then you'll be left with a bunch of EORs that complain. So you've got to do the right stuff. So I love that.
Greg Hamlin:Well, I've really enjoyed having this discussion with you, stephanie. I would just encourage any of our listeners if you're interested in texting or how to get texting implemented into your platform to reach out to Hi Marley's team. I know that you guys do more than workers comp. You're involved in all the different lines of insurance, or quite a few anyway. So if you're listening to this thinking, is this something that could work for me? I'm sure they can go over that with you, and we definitely appreciate you taking time out of your busy schedule to chat with us this afternoon.
Stephanie Behnke:Thank you so much. It's been an absolute pleasure, so thank you for having me.
Greg Hamlin:Thanks, stephanie. I just remind all of our listeners to do right, think differently and don't forget to care. And that's it for this week. Thanks, guys, you.