insured.io, a provider of cloud-native, omnichannel engagement solutions for insurers, has been selected by Gulf States Insurance Group to advance its digital transformation strategy and enhance interactions with policyholders. By implementing the insured.io platform, Gulf States is strengthening the customer experience for its brands—Gulf States and Coastal American—across Louisiana, Mississippi, and Alabama.
As part of the initial rollout, Gulf States introduced multiple components of the insured.io Customer Engagement Platform, including the Insured Portal, Ivy Interactive Voice Response (IVR), Mortgagee Verification IVR, Outbound Retention Notifications, and a First Notice of Loss (FNOL) claims module. These self-service capabilities enable policyholders to access policy details, initiate claims, and receive assistance anytime, from any device, while helping the insurer optimize service operations. The organization has also implemented insured.io Insights, an analytics solution designed to interpret customer behavior and drive continuous improvements in experience delivery.
Marcus Carter Jr., President and CEO of Gulf States Insurance Group, emphasized that creating a seamless and user-friendly digital experience is essential as the company expands its insured base. He noted that insured.io’s technology enables the organization to rapidly deploy digital services that meet modern customer expectations.
The insured.io platform connects directly with Gulf States’ existing policy administration system and payment infrastructure, ensuring real-time data synchronization across channels. This integration positions Gulf States to enhance customer satisfaction, lower servicing costs, increase retention rates, and streamline claims management.
Steve Johnson, Chief Product Officer at insured.io, commented that Gulf States sought a modern, adaptable engagement solution to redesign the customer journey. He added that the platform combines technology with actionable insights, enabling insurers to serve policyholders more efficiently and effectively across every touchpoint.
