Making the Central Difference

We build relationships with those who place their trust in us. We strive to deliver excellence at every opportunity. It's a privilege helping people put their lives back together. When someone thanks you at the end of their most difficult day, that's confirmation we're truly making a difference."

Scott Russo
Senior Property Complex Claims Manager

On July 2, 2023, lightning struck a six-unit townhouse in Grove City, Ohio. The resulting fire burned a hole through the roof, rendering it unsafe for firefighters and preventing mitigation efforts to stop further damage. Rain continued for two days, contributing to additional structural complications. Ultimately, five residential units had to be gutted due to extensive storm damage.

The loss involved multiple parties, including the property owner, tenants, contractors, and tenant rental insurance carriers. Central's team immediately secured the site and aligned efforts with rental insurers, allowing each time to assess the damages. They also worked closely with the property owner to provide tenants updates and timelines for removing belongings.

The damaged building sat at the front of the policyholder's property near a communal pool. Concerned it would become an eyesore, the property owner was motivated to get restoration underway as quickly as possible. Clear communication and collaboration facilitated an expedited claims resolution process, ensuring minimal disruption to business operations.

"The policyholder was a huge asset in moving the claim forward," explains Mike Zenk, Property Complex Claims Specialist. "We were able to prepare an estimate, reach an agreed price with the contractor, and issue a payment within 60 days."

Hospitality is at the heart of Central's mission. We recognize that our policyholders rely on us during extremely challenging times in their lives. The loss team is a frontline extension of our ethos and mission each time they respond to a claim.

"We talk a lot about the Central difference," says Russo. "We try to bring a spirit of hospitality to every interaction and claim. We build relationships with those who place their trust in us. We strive to deliver excellence at every opportunity. It's a privilege helping people put their lives back together. When someone thanks you at the end of their most difficult day, that's confirmation we're truly making a difference."