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!
Read page one for more information about a new experiment that took place already in 2025.
Check out a few of the ideas that were recently submitted in SPARK! Don't forget to rate and comment on them!
Do you know what it takes for an idea to move forward to the scoring stage? Check out page two for more information.
What does access to the Enterprise Innovation Community entail? Check out page two for more information.
Answer an innovation question for the chance to win a prize!
Every Client Has A Problem. Do You Know What It Is?
Experiment Design and Outcomes: Using Hi Marley Texting Platform for Advantage Restaurant Surveys
By Lisa McPhail
In our recent experiment, we explored the use of the Hi Marley texting platform to conduct Advantage restaurant surveys by obtaining photos of commercial cooking equipment. This pilot involved 22 renewal restaurant accounts and was carried out over a 45-day period.
Experiment Setup
The process began with LC experimenters making initial phone calls to the insured to obtain consent to Opt-In to text messaging as the method of communication for commercial kitchen photo. Over the course of 30 days the LC experimenters found signi cant challenges with customer and agent engagement.
Challenges and Feedback
Despite multiple calls and messages, the experimenters faced low engagement from the insureds. The key feedback from the insurers included:
• Preference for Email: Insureds expressed a preference for email communication over texting as more con dential and professional method.
Lack of Company-Issued Cell Phones: Many contacts did not have a company-issued cell phone and were uncomfortable using their personal device for business purposes.
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• Need for Personal Interaction: The relationship-based interaction between the insured, agent, and Acadia was not well-supported by the texting platform, which lacked the personal touch.
Lessons Learned
The primary lesson from this experiment is that the texting platform was not an effective method of engagement for this particular use case. The insureds' preference for email and phone conversations provide for more personal interaction which proved the low engagement rates.
Comparison with Claims Department
Interestingly, the Hi Marley texting platform has been successful for the Claims department, where interactions were more transactional. Claimants need their vehicles repaired and payments issued, making the back-and-forth nature of texting a suitable method for these interactions.
Moving
Based on these ndings, it is clear that alternative methods of engagement, such as email and phone contact offer a more personal touch, should be considered for future surveys. Understanding the preferences and needs of the insureds is crucial in designing effective communication strategies.
Here some of the recently ideas in SPARK!. Click on the ideas below to check them out, vote, and comment!
AI Quote Platform for Builders Risk and Other Inland Marine Products
Click here to submit an idea for the Customer Impact initiative on the iLab!
You've submitted an idea in the All-New SPARK!, now what? Do you know what it takes for an idea to move forward to the scoring stage? The Flow of Ideas in the All-New SPARK!
Access to the Enterprise Innovation Community
W. R. Berkley is going to allow access to the Enterprise Innovation Community. What does this mean? Employees will be able to see idea submissions that would apply to the entire enterprise. The link to view the Enterprise Innovation Community is https://berkley.ideawake.com/
Any Acadia speci c innovation activities and ideas should still occur in the Acadia Community and proper challenge (https://aic.ideawake.com/).
When you @ mention someone in SPARK!, it is best to click the 'mention' button and search for the individual's name.
Thank you to all that answered our previous Knowledge Check and congratulations to our winner, Estelle Catanese! Estelle, please be on the lookout for a special prize coming to you soon.
Answer our next Knowledge Check question to win a special prize! Click on the green button to the left to submit your answer
Next Knowledge Check: Which Berkley company was awarded with the rst annual W. R. Berkley Corporation Innovator of the Year award for 2024?