CEO & President
2022 was a year of evolution and growth for Central. Not only did we get stronger and better, we did it without sacrificing who we are or compromising what we value. We embraced an innovation mindset while looking for opportunities to build—and rebuild—bigger and better than before. We rolled out improvements to modernize HR, IT, marketing, claims, actuarial, data analytics, and underwriting. We also built an anti-fraud team, risk and capital model, and vertical specialization from the ground up. The impact of these efforts is reflected in our success, all of which was made possible through the shared dedication of our employees, alignment with our agency partners, and the trust our policyholders place in us each day.
Our rich culture and strong partnerships have set the stage for a prosperous future. We continue to honor our legacy while leaning into opportunities to evolve, delivering integrity and excellence with every experience. And while innovation shines as we reflect on 2022, one thing that will always remain central to everything we do is our commitment to our agents and policyholders. You always have been—and always will be—the driving force behind every decision we make and success we celebrate.
A lot of companies spend a lot of money trying to build and transform their corporate culture. Central hires good people who share the same values so they automatically align with the culture. When the ingredients are already there, the recipe cooks itself.”
It’s rewarding to be part of a mission-driven team where successes are shared and celebrated. Everyone wants to be part of something meaningful, and when your contributions are recognized and appreciated, it’s empowering."
The Central team is so special. We support each other professionally and personally. This group is extremely talented, respectful of teammates, and high in character. It feels very harmonious.”
Actuarial Reserving and Reporting Manager
Central’s growth strategy has always been rooted in intention. We strive to enrich our connection with agents and policyholders by finding new ways to add value to those relationships.
We brought specialized expertise to the table, building a vertical leadership team that genuinely understands what matters most to customers. From product development to underwriting, claims to customer service, the outcome is underwriting excellence, richer relationships, and products aligned with our policyholders’ evolving needs and expectations.
Last year, we invested heavily in tech and talent, laying the foundation for growth. Modernizing our HR and IT structure helped us achieve new levels of insight and innovation to refine and develop products for those who matter most: our agents and policyholders.
Our commercial package, which few carriers offer on Tarmika, combined with business auto on this platform, has streamlined quoting for our agents. Data gathered from Tarmika continues to provide valuable insights into opportunities to enhance our products and partnerships, including the upcoming addition of the Businessowners Policy. It’s one more way we’re doing what we can to help our agents succeed.”
Director of Small Business Underwriting
Central posted our best results in seven years in 2022. We achieved this hallmark performance against the backdrop of a financially volatile year and one of the most active catastrophic weather seasons on record, with Hurricane Ian costing the insurance industry an estimated $50 billion. Thanks to strong leadership, clear vision, and an unwavering commitment to those who trust in us, we successfully set a new all-time high, increasing our Policyholders’ Security Fund to $1.03 billion and posting a 97.2% combined ratio, our best since 2015.
Staying vigilant in the face of volatility is another example of how Central lives our commitment to fulfilling the promise. For 146 years, we’ve been on a mission to build strong relationships and culture. When times get tough, these relationships with our employees and agent partners provide a foundation to navigate challenges without compromising our financial strength and stability.
We saw growth in both commercial and personal lines in 2022. Our construction vertical remained the fastest growing at 18%, while middle market growth across all commercial lines led to a 9.6% increase in written premium. Our fastest-growing personal lines segment is affluent with 35% growth.
Client Connection is designed to deliver a customer experience that sets us apart by operating as an extension of our agency partners to better serve our policyholders. From extended hours of operation to one-touch service from a dedicated representative, the Client Connection team goes above and beyond to support our agents’ service capabilities and deliver exceptional hospitality.
Linda is a rockstar, and we appreciate everything she does for our agency and clients. She’s a joy to work with, and our clients are always in good hands with her."
Personal Lines Account Executive, AssuredPartners
Jesika Woodard has been instrumental in growing and retaining our book of business. When we first began this partnership, I was somewhat hesitant. Jesika and her team quickly changed my mind and continue to provide a service that is second to none.”
President, Adams Eaddy & Associates
When another company describes its service center model as an extension of the agency, I always think to myself, ‘...but you don’t have Jessica Armstrong!’ Jessica is a true professional on all fronts. Not only does she talk directly to our clients, she also works with agents and the service team, and even provides top-notch executive summaries in her video updates.”
Partner/President of Personal Lines, Shepherd Insurance
It’s rare to have full faith in a service center, but that is exactly how we feel with Central Client Connection. When I hand off a client to Linda and her team, I know they will be assisted politely and professionally. The team’s high service standards and excellent attitudes make them a joy to work with and reflect well on our agency.“
Marketing Specialist, Lipscomb & Pitts Insurance
From the day Renee joined our team, her commitment and service have been exceptional. Our team is confident in placing business with Client Connection because our agency and clients have confidence in Renee."
Manager – Business Insurance Select, Marsh McLennan Agency
The foundation of our claims organization has always been driven by hospitality. We’re continually building out new solutions and partnerships that enhance our ability to deliver the ultimate customer experience.
I was thoroughly impressed with the handling of my claim. Everyone was so helpful and efficient. It made the process of getting a rental super easy, too. Keep doing what you’re doing!"
It’s hard to improve on perfection. The claim process was so easy. The reimbursement money was in my account less than 24 hours after submitting my claim. I don’t know how you can improve on that.”
My adjuster contacted me within an hour of turning the claim in to my agent. He was prompt, courteous, listened to me, and handled the claim perfectly.”
Central’s personnel have been outstanding and kind. Making a claim was much easier and more efficient than I ever anticipated.”
I don’t think there is a single thing you could do to make our experience better than it was. Everything was outstanding!”
I was extremely satisfied with the service I received. The agent was very courteous and helpful. I cannot think of anything that could have improved the service.”
Our partnership with leading roadside assistance provider Agero ensures our customers receive unparalleled service and support when they need us most.
Our two-way texting option allows us to deliver superior claims service for the modern customer. Claim representatives answer questions and provide updates directly to policyholders, creating a more personalized, consistent experience.
One Inc’s ClaimsPay® platform digitizes and streamlines the claims payment process. Policyholders benefit from expedited payment times and a choice of multiple payment options, including direct deposit, PayPal, and Venmo.
Strategic partnerships and investments in analytics and AI support are redefining the fraud identification and subrogation culture at Central. This proactive approach positions our Special Investigations Unit to protect assets by preventing, detecting, and defeating fraud while passing savings on to our policyholders.
Our Net Promoter Score of 0.74 and 4.9 Google rating are proof positive Central sets a new industry standard for excellence in customer experience.
Winter Storm Elliott swept the country in 2022, bringing record-high winds, low temperatures, snowfall, and ice to 22 states over the Christmas holiday. The storm’s arrival unexpectedly transformed a typically slow week into a catastrophic event for Central. Claim Manager Scott Terra reflects on the valuable lessons learned while upholding our unwavering commitment to being there for our policyholders in their greatest time of need.
I think your firm has the customer satisfaction criteria honed to its finest point. If I were the boss of the claims department, I would be giving everyone a great big slap on the back to show my appreciation for their hard work and dedication. Performance like yours is rare in the industry. Don’t change anything."
Our employees are the core of what makes Central special. When we invest in our people, we invest in our success. Last year, we focused on leveraging feedback to expand benefits and enrich the employee experience.
When feedback on our employee engagement survey suggested our paid leave policy had room for improvement, we took it to heart. Inspired by progressive policies within the tech industry, we revamped our PTO package to maximize flexibility, better support employees and their families, and foster a culture of care.
We’ve taken steps to ensure our employees and their families have access to the care, resources, and support they need in response to the growing demand for mental health services. Our partnership with Westwood Behavioral Health Center offers our Van Wert employees access to free outpatient therapy from local mental health providers to address a range of personal and professional challenges.
Mental health is just as important as physical health but is often overlooked by employers. We place the health and well-being of our employees above all else and are taking big steps to ensure they have access to the support they need. By eliminating barriers to mental health options—from therapy to group workshops—our employees can live their best, most balanced lives.”
Vice President - Human Resources
A culture rooted in relationships is compelled by the desire to make a difference in the lives of others. Our commitment to providing security, protection, and peace of mind isn’t limited to insurance coverage. It’s a mission that extends to the communities in which we live and work.
From company-wide diversity training to establishing parking for expectant mothers, our DEI team continues to find new ways to spark meaningful conversations, foster a greater sense of inclusivity, and support the unique needs of those who work at Central. The graph to the left spotlights a handful of initiatives led by our DEI team throughout 2022.
Employees contributed $78,452.08 to our annual United Way campaign in 2022, an amount Central matched for a total contribution of $156,904.16. We’re proud our employees extend their commitment to relationships and hospitality into the community through a shared spirit of generosity.
In 2022, Central employees raised a record-breaking $11,500 in support of The Salvation Army’s Angel Tree initiative. Forty-three volunteer shoppers from the Central team used these funds to brighten the holidays for 95 local children and two families.
Central’s Educational & Charitable Foundation Scholarship Program is an expression of our gratitude and appreciation for the support shown to us by the community. We were proud to award four new scholarships and 15 renewal scholarships amounting to $93,652.70 for the 2021-2022 school year.
Fostering a rich community, sense of connection, and culture where people feel proud to establish roots and raise their families plays a critical role in attracting and retaining top talent. In 2022, Central joined Van Wert Forward as a financial partner in the restoration and revitalization of downtown Van Wert. Our investment of $17 million embodies an ongoing commitment to the place we’ve called home for over a century. We’re proud to double down on the lives and futures of those who live and work here today, tomorrow, and for generations to come.
2022 marked the groundbreaking of Central’s new 48,322-square-foot Central Ohio Technology Office in Dublin’s Bridge Park District. Slated for completion in 2023, the new space will serve as our technology hub, positioning the company to attract and retain top talent and expertise with the addition of approximately 60 new positions by the end of 2026.
Central prides itself on being a company that changes things for the better, and I can think of no greater place to start than in our own community.”
CEO & President
Central’s combined ratio, a key measure of operating performance, posted its best result in seven years and ended 2022 at 97.2%.
Despite modest economic growth and the threat of recession in the U.S., Central consistently grew its 2022 premium at a rate of 5.6%.
Building on the recent growth of its Policyholders’ Security Fund (PSF), Central again hit a new all-time high in 2022, with the PSF exceeding $1 billion.
Central Mutual and All America Insurance Companies (‘Central’)
December 31, 2022
Summarized Balance Sheet as of 12/31/2022
|Cash & Short-Term Investments||$46,643,028|
|Agents’ Balances & Uncollected Premiums||$256,129,485|
|All Other Assets||$93,862,757|
|Total Admitted Assets||$2,180,812,635|
|Liabilities & Policyholders’ Security Fund|
|Losses & Loss Adjusting Expenses||$651,228,444|
|Commissions Payable & Contingent Commissions||$29,299,130|
|Ceded Reinsurance Premiums Payable||$6,440,849|
|Taxes and Other Liabilities||$58,307,548|
|Unassigned Funds (Policyholders’ Security Fund)||$1,032,490,000|
|Total Liabilities & Policyholders’ Security Fund||$2,180,812,635|
|Select Performance Measures|
|Total Central Assets||$2,180,812,635|
|Direct Written Premium||$834,425,162|
|Growth Rate in Direct Written Premium||5.6%|
|Combined Ratio – Central||97.2%|
|Policyholders’ Security Fund||$1,032,490,000|
|Premium to Policyholders’ Security Fund Ratio||0.75|
|A.M. Best Rating||A (Excellent)|