insured.io launches Claims AI for voice and chat claims service

insured.io widened its insurance service stack on May 13 with Claims AI, a conversational virtual claims agent built to handle first notice of loss across voice and chat. The Sacramento, Calif., company said the new product extends its omnichannel customer experience platform for insurers, giving carriers another way to answer claim questions, route requests, and keep policyholders moving through the claims process without bouncing between disconnected tools.

The launch matters because insured.io is not pitching Claims AI as a standalone chatbot. The company has been building around a single customer interaction layer for mid-size P&C carriers, tying together a self-service portal, AI IVR, SMS notifications, claims tracking, and conversational AI under its Insights platform. On the product page, insured.io said Claims AI handles end-to-end FNOL across voice and chat, while Policy AI covers policy lookup, ID cards, payments, and 24/7 questions. That division is practical: one agent is aimed at the moment of loss, the other at the repetitive service work that clogs call centers.

insured.io said the virtual agent can also extract identifiers such as policy numbers from poorly phrased searches, a detail that matters in real claims traffic, where callers rarely lead with clean data. The company said Claims AI shipped with English and Spanish support out of the box, which broadens self-service access for carriers serving diverse book mixes without forcing them to staff separate workflows for every channel.

The launch fits a product arc that started to sharpen last fall. insured.io introduced its first AI-powered virtual agent on October 14, 2025, at ITC Las Vegas, framing the tool as another customer service option built on the same core integration as the rest of its omnichannel platform. In February 2025, the company said its channels were serving 2 million users, and it has continued to lean on insurance-specific credibility, noting that its team includes former insurance executives, underwriters, product managers, agents, and software developers.

The company has also been making the business case for claims visibility. In 2025, insured.io said research showed 60% of insureds would switch carriers for real-time claims status updates, a strong signal that claims experience has become a competitive feature rather than a back-office utility. That view also helps explain why insured.io was named a finalist in the PC360 Insurance Luminaries for excellence in customer experience and why Gulf States Insurance Group adopted its platform with integration to an existing policy system and payment processor. Claims AI now pushes that strategy deeper into the claims workflow, where speed, consistency, and channel continuity decide whether a service interaction feels automated or just easier.