Norfolk & Dedham
Strengthens Claim Payments Through Digital Transformation
Norfolk & Dedham partnered with One Inc to modernize its claims payment experience, increasing digital adoption, improving visibility and control, and creating a faster, more connected payment journey for policyholders and vendors.
Customer Experience
About Norfolk & Dedham
Founded in 1825, Norfolk & Dedham is a property and casualty insurer and member of the N&D | Union Mutual Insurance Group. Together, the organizations write more than $750 million in Direct Written Premium and serve independent agents across New England and New Jersey. In 2025, Norfolk & Dedham was recognized on the prestigious Ward's 50® list.
The Solutions
Norfolk & Dedham partnered with One Inc to implement ClaimsPay®, delivering:
A Modern Digital Claims Payment Platform
ClaimsPay streamlined payment workflows, replacing paper-based processes with faster digital payments and improved operational visibility.
Data-Driven Performance Optimization
Detailed analytics and reporting provided actionable insights to monitor adoption trends, improve workflows, and drive continuous improvement.
Integrated Digital Communications
Integration with Hi Marley enabled payment notifications within claim conversations, increasing engagement and accelerating payment delivery.
Impact and Results
High Policyholder Digital Adoption
95% of customers select a digital payment option when making a claim payment preference selection.
Expanded Vendor Digital Payments
Approximately 75% of vendor claim payments are delivered digitally, improving efficiency and reducing reliance on paper checks.
Accelerated Payment Delivery
70% of payments delivered through the Hi Marley integration are processed within 24 hours, helping policyholders access funds faster.
Looking Ahead
Norfolk & Dedham continues to build on its digital payments strategy by leveraging data-driven insights, expanding digital adoption, and optimizing payment workflows across the claims lifecycle. With ClaimsPay as a strategic foundation, the organization is well positioned to enhance operational efficiency, strengthen customer engagement, and meet the evolving expectations of policyholders and vendors.
