Gulf States Selects insured.io for Digital CX Upgrade

insured.io, a provider of cloud-based omnichannel customer engagement solutions for the insurance industry, has announced that Gulf States Insurance Group has selected its platform to support ongoing digital transformation initiatives. The move is aimed at enhancing the policyholder experience across Gulf States’ brands, Gulf States and Coastal American, serving customers throughout Louisiana, Mississippi, and Alabama.

Following the launch, Gulf States implemented the insured.io Customer Engagement Platform, bringing together several self-service and automation tools designed to improve accessibility and efficiency. These include the Insured Portal, Ivy interactive voice response, Mortgagee Verification IVR, outbound retention notifications, and a First Notice of Loss claims solution. Together, these tools give policyholders round-the-clock access to their insurance information across devices, helping reduce friction and improve service responsiveness.

In addition to the core engagement tools, Gulf States recently deployed insured.io Insights, an analytics solution that tracks customer behavior and identifies opportunities to continuously improve the overall experience. By leveraging real-time data, the insurer is better positioned to understand policyholder needs and proactively optimize digital interactions.

Marcus Carter Jr., President and CEO of Gulf States Insurance Group, said delivering a modern and intuitive customer experience is essential as the company continues to expand its customer base. He noted that insured.io enables the organization to quickly roll out the digital capabilities policyholders expect, while maintaining operational efficiency.

The insured.io platform integrates directly with Gulf States’ existing policy administration system and payment processor, ensuring real-time synchronization across all customer touchpoints. As a result, Gulf States expects to see improvements in policyholder satisfaction, reduced service costs, stronger retention, and more streamlined claims handling.

From insured.io’s perspective, the partnership reflects a shared focus on combining technology with trust. Steve Johnson, Chief Product Officer at insured.io, said Gulf States recognized the need for a flexible, modern engagement platform to reimagine the customer journey. He added that the platform is designed to help insurers serve customers more effectively by delivering timely data and consistent experiences across every channel.

Together, insured.io and Gulf States Insurance Group are advancing a more connected, digital-first approach to insurance service, focused on convenience, transparency, and long-term policyholder engagement.

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