Total Loss Assist Qorus-NTT DATA Innovation in Insurance Awards 2025

Navigating a total loss claim can be challenging as it requires multiple touchpoints among several parties and vendors, often leading to disjoined communication and process delays. As a result, carriers face increasing costs through storage fees, rental charges, and productivity loss.

As auto total loss claims continue to increase, Hi Marley, Copart, and Plymouth Rock Assurance recognized that reimagining collaboration across the insurance ecosystem is critical for reducing cycle times, lowering costs, and improving customer experience.

In September 2023, Hi Marley and Copart announced a strategic partnership to identify opportunities and co-develop products–to bring a new era of efficiency and collaboration for total losses and redefine how the insurance ecosystem navigates this complex process. The Plymouth Rock team played a crucial role in the early stages of developing Hi Marley's Total Loss Assist. This included brainstorming, testing and implementing new enhancements, integrating with Copart, and providing feedback throughout product development. Plymouth Rock's contributions streamlined communication and improved efficiency and customer satisfaction in the total loss claims process.

As the first milestone in this partnership program, in May 2024, Hi Marley announced the availability of Total Loss Assist, a first-of-its-kind product offering—designed alongside Copart and Plymouth Rock. Through a seamless integration with the Copart Seller Portal, Hi Marley accelerates the auto-total loss claims process by reducing the number of touchpoints required for resolution. Key features include:

• One trusted, unified conversation thread between the policyholder and relevant parties. • Automated workflows guide the policyholder through steps in the process and set expectations. • Adjusters receive real-time customized Copart notifications in Hi Marley for clear, next actions. • Personalized, automated text messages through Hi Marley to customers based on Copart alert triggers. • Increased automation in key areas of the total loss process.

So far, Total Loss Assist early adopters have reported resolving claims 2.5 days faster, on average, with a 30-40% cycle time reduction and an increase in 5-star survey results from total loss claimants. With these results, Total Loss Assist is just the beginning of a partnership of innovation to improve CX throughout the claims lifecycle.