Hi Marley — the carriers using AI-conversational claims platform in 2026.

TL;DR

• ~10 US carriers publicly run Hi Marley as of 2026: American Family, MetLife, Auto-Owners, Plymouth Rock, MAPFRE USA, Westfield, Heritage Insurance Holdings, Montana State Fund, Pekin Insurance, Indiana FB, FB Tennessee, AF Group, Auto Club Group.
• Concentration is at the regional / mid-market level. Tier-1 nationals (State Farm, Allstate, Progressive, Liberty Mutual) are not on the public list.
• The pattern matches what Phidea has documented across the carrier × vendor matrix: claims-AI vendors tend to win at the regional / mid-market level first, with tier-1 nationals operating with proprietary or undisclosed alternatives.
• For carriers evaluating claims-conversation AI, Hi Marley competes most directly with Snapsheet's customer-facing claims interfaces, with Sprout.ai's claims automation, and with traditional contact-center vendors (LivePerson, Salesforce Service Cloud) repurposed for insurance.
• Hi Marley's positioning is the conversational layer specifically — not the full claims-management platform, not the automation engine, not the document-extraction layer. Carriers typically deploy it alongside Guidewire ClaimCenter, Duck Creek, or Snapsheet rather than instead of.

The 2026 carrier roster

All carriers below are sourced individually on the Hi Marley tool card with primary URLs.

National + larger regional

• American Family Insurance
• MetLife (US auto)
• Auto-Owners Insurance
• Auto Club Group (AAA Michigan and affiliates)

Regional + mutual

• Plymouth Rock
• Westfield
• Heritage Insurance Holdings (FL coastal specialty)
• Pekin Insurance
• MAPFRE USA

Specialty + state-affiliated

• Montana State Fund (workers comp)
• Indiana Farm Bureau
• Farm Bureau Tennessee
• AF Group

What Hi Marley actually does

Hi Marley sits between the carrier's claims system and the customer. When a claim comes in (via FNOL intake, app, or referral from an adjuster), Hi Marley runs the structured conversation — gathering information, scheduling adjuster appointments, managing rental-car coordination, sending claim-status updates.

The AI layer means most of these conversations don't need a human adjuster at all. Customer asks "where's my rental car?" — Hi Marley pulls the booking from the claims system and answers. Customer needs to upload damage photos — Hi Marley walks them through it and routes to the estimating engine.

For the carriers using it, Hi Marley typically:

• Reduces the share of claims that need full-adjuster touch by 30-50%.
• Cuts time-to-first-payment on simple claims (windshields, low-severity collisions) materially.
• Improves customer satisfaction scores on claim experience (the typical metric is NPS or a J.D. Power claim-satisfaction score).

These outcomes are publicly cited in Hi Marley case studies on its own site and in trade-press coverage of carrier deployments.

Why the customer roster looks like this

Three reasons Hi Marley's customer base concentrates at the regional / mid-market level:

1. Tier-1 carriers built proprietary alternatives early. State Farm, Progressive, Allstate, Liberty Mutual all have internal claims-conversation tooling — built before the SaaS layer matured. They have less reason to buy a platform like Hi Marley.

2. Mid-market carriers can't justify the build cost. A Pekin or a Plymouth Rock can't justify hiring a 30-person engineering team to build conversational AI from scratch. Buying Hi Marley is the rational choice; the rough cost is far less than building the equivalent.

3. Regional / mutual carriers care more about claim-NPS. Tier-1 nationals are running on operational efficiency and brand reach. Regional and mutual carriers often differentiate on claim experience — that's their competitive moat. Hi Marley directly improves the metric they measure themselves on.

Adjacent vendors and how Hi Marley fits

Three categories of overlap:

Claims platforms with conversational layers: Snapsheet has its own customer-facing claims interface. Carriers using Snapsheet for claims may not also need Hi Marley. Carriers using Guidewire ClaimCenter or Duck Creek typically deploy Hi Marley alongside, since neither comes with deep customer-conversation AI.

Claims-automation vendors: Sprout.ai (acquired into MetLife's stack), Tractable (auto claims AI), CCC (estimating + automation), Snapsheet Claim Stream. These automate different parts of the claims workflow. Hi Marley specifically owns the conversational layer.

Generic contact-center / customer-service vendors: LivePerson, Salesforce Service Cloud, Genesys. Carriers sometimes try to repurpose these for claims; the insurance-domain specificity of Hi Marley usually wins on claim-handling quality, but the price differential can be meaningful.

What this means for buyers

For carriers evaluating Hi Marley in 2026:

1. It's modal for mid-market claim-NPS strategies. If you're a regional or mid-market carrier whose claim experience is part of your competitive positioning, Hi Marley is one of the two or three credible options.
2. Reference availability is good. With ~10 named US deployments, you can almost certainly find a peer with operational experience to reference.
3. The integration depth matters. Hi Marley needs to plug into your claims system (Guidewire, Duck Creek, Snapsheet, etc.). Verify the integration is real, not roadmap'd.
4. Watch the build-vs-buy economics if you're at scale. For carriers above $5B in premium, building the equivalent in-house may become economically defensible over a 3-5 year horizon. Below that, buying Hi Marley is almost always cheaper.

Adjacent reading

• Hi Marley — vendor card — full sourced customer list with primary URLs
• Snapsheet — vendor card — adjacent claims platform, larger US-carrier roster
• Carrier × vendor matrix — broader graph of who uses what
• Coalition rising in commercial cyber — different category, similar pattern of mid-market dominance