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.
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.
Norfolk & Dedham needed greater transparency into payment activity, adoption trends, and overall claims payment performance.
Traditional payment processes created delays, administrative burden, and inefficiencies for policyholders, vendors, and claims teams.
The organization sought to expand digital payment usage while supporting complex claims involving vendors, lienholders, and multiple parties.
Norfolk & Dedham partnered with One Inc to implement ClaimsPay®, delivering:
ClaimsPay streamlined payment workflows, replacing paper-based processes with faster digital payments and improved operational visibility.
Detailed analytics and reporting provided actionable insights to monitor adoption trends, improve workflows, and drive continuous improvement.
Integration with Hi Marley enabled payment notifications within claim conversations, increasing engagement and accelerating payment delivery.
95% of customers select a digital payment option when making a claim payment preference selection.
Approximately 75% of vendor claim payments are delivered digitally, improving efficiency and reducing reliance on paper checks.
70% of payments delivered through the Hi Marley integration are processed within 24 hours, helping policyholders access funds faster.
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.
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The digital payment process through One Inc helps create a smoother claims experience by reducing reliance on paper checks, accelerating payment delivery, and giving policyholders a more convenient way to access their funds.
– Scott Harkenrider, AVP of Claims Shared Service, Norfolk & Dedham