ANNUAL REPORT 2025
Grounded in Our Promise
Evan Purmort
Chairman, CEO, President
Grounded in Our Promise
Dear Policyholders and Owners,
Every organization must answer a fundamental question: Why do we exist? For us, in our 150th year of operation, our purpose has always been to preserve the mutual promise: protecting what matters most to you, our policyholders, while ensuring the long-term strength, flexibility, and growth of our entire organization so we can serve you better across generations.
We fulfill this purpose in two essential ways: financial strength and hospitality.
In 2025, we delivered exceptionally well on both fronts. Our operating performance remained robust with a strong combined ratio, a healthy return on surplus, and solid growth in targeted commercial lines. This financial strength allows us to perpetuate consistent excellence.
We also upheld our commitment to genuine, human-centered hospitality. At its core, this means the personal touch; when it mattered most, our people delivered world-class service with responsiveness and genuine care. We promised to be there for you, and we were. In today’s rapidly changing insurance landscape, especially as AI transforms operations and experiences, we are making significant investments in technology, including our Policy Administration System, to make doing business with us easier, faster, and at lower cost to you. Our commitment remains unwavering: we will continue serving you, our owners, in the human-centered, relationship-driven way you value most.
Our independent agents and brokers remain core to our identity. These partnerships have never been stronger. Through deeper specialization, we serve you more effectively, locally, and personally, true to the mutual way.
This purpose has guided us for 150 years. I am confident our best days are ahead because we stay true to why we exist: you.
Thank you for your trust. It is our privilege to serve you.
Sincerely,
Evan Purmort
Chairman, CEO, President
02
Strategy
Focus Meets Forward Momentum
Last year, we reinforced our commitment to underwriting excellence by deepening expertise and further expanding into markets where we deliver the most value. Throughout 2025, we launched five regional large construction teams, enhanced transportation with advanced analytics and new pricing tools, and established a dedicated small-business underwriting model to streamline risk selection. Targeted investments in data and technology enabled faster, more informed decision-making across all lines of business. Our strategy continues to emphasize specialization, shaping how we expand our products and expertise to meet policyholder needs.
03
Commercial Growth
Specialization Meets Strategy
Central’s 2025 growth strategy strengthened our ability to deliver customized solutions through targeted market growth and continued product enhancements. Key updates to some of our most important coverages for construction and transportation policyholders and expansion into new states are just some of the ways we’re supporting policyholder needs while reinforcing Central’s long-term strength and stability.
SPECIALIZATION
SPECIALIZATION
UNDERWRITING EXPERTISE
UNDERWRITING
EXPERTISE
PRODUCT ENHANCEMENTS
PRODUCT
ENHANCEMENTS
VP OF GROWTH
TARGETED
GROWTH
LOSS CONTROL
LOSS CONTROL
Built for Complex Construction Risks
Throughout 2025, we expanded our Large Construction Team to address evolving construction risks. Five regional teams of dedicated large construction underwriters and loss control experts bring extensive industry expertise to their roles, delivering specialized support for large construction projects.
SPECIALIZATION
SPECIALIZATION
UNDERWRITING EXPERTISE
UNDERWRITING EXPERTISE
PRODUCT ENHANCEMENTS
PRODUCT ENHANCEMENTS
TARGETED GROWTH
TARGETED GROWTH
LOSS CONTROL
LOSS CONTROL
Built for Complex Construction Risks
Throughout 2025, we expanded our Large Construction Team to address evolving construction risks. Five regional teams of dedicated large construction underwriters and loss control experts bring extensive industry expertise to their roles, delivering specialized support for large construction projects.
SPECIALIZATION
SPECIALIZATION
UNDERWRITING EXPERTISE
UNDERWRITING EXPERTISE
PRODUCT ENHANCEMENTS
PRODUCT ENHANCEMENTS
VP OF GROWTH
VP OF
GROWTH
LOSS CONTROL
LOSS CONTROL
Built for Complex Construction Risks
Throughout 2025, we expanded our Large Construction Team to address evolving construction risks. Five regional teams of dedicated large construction underwriters and loss control experts bring extensive industry expertise to their roles, delivering specialized support for large construction projects.
Everything Central does is rooted in relationships. We're focused on serving our policyholders and agents with a level of care that raises the bar and exceeds expectation.
Cory Eickholt Director of Loss Control
04
Operational Efficiency
Streamlined Process
Stronger Service
Our people no longer see problems; they see processes they have the power to improve.
Jessica Pannkuk Director of Business Process Optimization
Digital Product
Building a Better Customer Experience
In 2025, the Digital Product and Technology teams improved how work is planned and delivered. These changes led to meaningful customer experience enhancements, including quicker digital refunds, easier payment options, and faster claims resolution.
Transforming Policy Processes
After years of dedicated development, we reached a significant milestone by launching our Policy Administration System—a testament to our commitment to innovation and excellence. This new technology helps our agents work more efficiently and respond to policyholder needs faster. With streamlined tools and real-time updates, agents can focus on providing our mutual customers with personalized service and expert advice. Enhanced automation also ensures that routine tasks are handled seamlessly, creating a better experience for everyone.
05
Hospitality
Delivering on Our Promise When It Matters Most
Raising the Bar on Hospitality
Central earned a Net Promoter Score (NPS) of 78 in 2025. NPS measures customer loyalty by asking customers how likely they are to recommend a company. Scores above 70 are considered world-class, and our standing reflects an exceptional level of customer satisfaction amongst policyholders. Our 4.9 Google rating further underscores the team’s commitment to hospitality.
78
NET PROMOTER SCORE
4.9
GOOGLE RATING
Hospitality means anticipating policyholder needs, answering questions before they’re asked, and taking time to educate them so they feel confident and supported throughout the process.
Onja Meehan Director of Auto Damage Claims
Legendary Stories
A policyholder wrote to Central describing the emotional weight of her recent car accident and expressing gratitude for the care she received throughout the claims process. In response, the Claims Team sent her a personalized keychain as a symbol of our appreciation for the trust policyholders place in Central each day
“I am writing to thank Annette Gibbons for all the work she put into my case. The body shop called today letting me know my car was ready. I stood there looking at it and cried thinking of what I put it through, what I've gone through, what I put others through, and how very blessed I am to have kind, caring people like Annette to help take care of my problem.”
We strive to deeply understand our policyholders and create experiences so meaningful they can’t help but tell their friends.
Paul Edwards Senior Vice President of Operations
Efficiency
Last year’s lack of catastrophic events was a welcome contrast to 2024, the worst in Central’s history. The Claims Team invested its extra capacity in advanced training and tools that ensure we’re providing exceptional hospitality and timely support on every claim, no matter how big or small.
Enhancing Our Auto Expertise
AI in Auto Claims
Our Auto Materials Damage Team achieved I-CAR Gold Class status and participated in hands-on salvage training to stay current on evolving vehicle technologies and repair standards. Investments in technical expertise strengthen collaboration with auto repair partners and ensure policyholders receive clear communication throughout the claims process.
Digital Claims Solutions
85%
of policyholders and claimants utilized Central’s text communication service
40%
of policyholders and claimants expedited their claim by texting photos of damaged property
45,321
claims payments were made via digital payment solutions
58%
of all claims payments processed digitally
The way we show up during a loss is what ultimately shapes perceptions of the entire company. We’re not simply processing claims; we’re building trust. Our consistency, fairness, and responsiveness differentiate us in a marketplace where customers want clarity, speed, and compassion more than ever.
Joanne Hobbs Vice President of Claims
SIU and Subrogation
Central’s Special Investigations Unit conducted 1,259 investigations in 2025, identifying a record-breaking $15.4 million in potential fraud. Targeted training and closer collaboration with underwriting improved early fraud identification. These efforts protect policyholders, preserve claim integrity, and reinforce Central’s commitment to proactive fraud prevention.
1,259
investigations
$15.4M
in SIU economic impact
$19.8M
in subrogation recoveries
$832K
in returned deductibles
Fraud
Fighting Fraud in the Wake of Disaster
Central hosted a one-day conference in response to a surge in fraudulent activity following Hurricane Helene. The North Carolina-based event brought together 38 organizations, including law enforcement and insurance partners, to strengthen partnerships and share insights on emerging fraud trends.
Fraud Stories
A claimant reported a severe injury from a slip-and-fall incident at a recycling center. SIU investigators reviewed surveillance footage and determined the incident had been staged. The case was immediately withdrawn after SIU shared evidence with the claimant's attorney. By verifying facts early, Central's SIU team protects policyholders from the high costs of fraud and ensures resources remain available for legitimate claims.
Central received a suspicious bill for hazardous waste cleanup from a company claiming to operate in Ohio while billing from New Mexico. SIU investigators found no evidence that work had been performed, and the claimant failed to respond after documentation requests. Proactive claims scrutiny helps prevent fraudulent billing and preserves Central's financial strength for policyholders.
06
Relationships
Connection and Collaboration
Agency Councils
Turning Agent Insight Into Action
Last year’s transportation and construction agency councils provided valuable insight into marketplace challenges and opportunities. Our conversations reinforced the importance of clear appetite, targeted growth in high-potential segments, and continued focus on Workers’ Compensation, construction, and commercial auto. This feedback is shaping how we refine our approach, strengthen service, and support growth in construction and transportation.
Client Connection
A Higher Standard of Hospitality
Client Connection embodies Central’s commitment to hospitality and exceptional customer service. With extended hours and a dedicated point of contact, the Client Connection Team—whose members have an average tenure of 15 years—integrates with agency partners to provide policyholders with responsive support, faster resolutions, and a seamless claims experience.
I can’t express how great it is working with Client Connection. Your team is the best of all the service teams we work with.
Central Region Agent
- Brandon Corum
Vice President - Personal Lines and Small Commercial
07
Culture
Connected by Our Culture
Employee Engagement
Developing Leadership
Delivering world-class customer service starts with an energized team. Last year, we challenged employees to focus on specialized, high-impact work that enables Central to serve policyholders and agents with excellence. Our employee engagement scores ranked 20 points above the industry average, reflecting both the expertise our people bring to Central and the impact of a culture that empowers everyone to do their best work.
Our goal is to build an environment where excellence is the standard, not the exception. Our engagement scores show our team continues to raise that bar. As expectations rise, we’re equally focused on providing the clarity, tools, and support needed to succeed at a higher level.
Jena Wierwille Vice President – Human Resources
Investing in Our Communities
Caring for people is the core of our work, and that commitment extends beyond insurance. We're proud to invest in initiatives that strengthen our communities and provide a brighter future for all.
Empowering Women and Families
Central continued its long-standing partnership with the YWCA by supporting the Children’s Summer Food Program and serving as a key sponsor of the annual Women of Achievement event. These efforts expand access to critical resources and leadership opportunities for women and families across the region.
Fostering Future Leaders
Central invests in the next generation through mentorship, education, and community engagement. In 2025, our efforts included the CEO program, annual Peony Luncheon, and inaugural Intern Volunteer Day. These programs create a strong pipeline for future leaders inspired by Central’s mission to make a positive difference in our communities.
Honoring Veterans
Employees across each region came together to assemble and distribute 400 care bags to local veterans. This company‑wide effort allowed our team to express their gratitude while assisting those who have served.
Building a Better Tomorrow
The Facilities Team partnered with Habitat for Humanity to construct safe, affordable housing in the local community. Team members donated their time and technical expertise, creating a path to homeownership for local families.
Strengthening Local Organizations
Central awarded over $717,000 in grants in 2025 to advance health, education, and community-focused initiatives. We’re honored to serve as a catalyst for positive change through our investments in high-impact local organizations.
Feeding Our Neighbors
Central addresses food insecurity through both financial contributions and hands-on service. Employees sorted food, assisted with monthly distributions, and collected donations from 25 West Ohio Food Bank sites across Van Wert County. Central leaders partnered with a local chef and the United Way to prepare meals for three local shelters. These efforts extended to our regional offices, including a food drive hosted by the Atlanta office and a $1,600 donation to the Atlanta Community Food Bank.
Creating Happy Holidays
Each year, Central joins the Salvation Army in making the season brighter for local families in need. More than 100 employees contributed their time or made donations to The Salvation Army Angel Tree initiative in 2025. Paired with Central’s company match, we donated $11,260, providing gifts for 82 local children.
Uniting for the Greater Good
We’re proud to support the United Way and a network of partner agencies that provide essential community services. In 2025, our employees and Central together donated more than $130,000 through the annual United Way campaign, reinforcing our role as one of Van Wert County's largest contributors.
Living your company values is more than listing them on a website or a wall. Central lives its values out each day.
Dylan Weber Central Intern
08
Financial Report
A Financial Foundation for the Future
$1.1B
The Policyholders’ Security Fund has demonstrated consistent growth in recent years, sustaining record levels. This strength enables us to meet our obligations and support future expansion, further enhancing the company’s financial position with a premium-to-PSF ratio of .80:1.
Security Fund
100.1%
Our combined ratio of 100.1% represents a substantial improvement over the previous two years’ results. This progress underscores our commitment to disciplined underwriting and effective risk management, reversing the recent trend and positioning us for continued operational strength in the year ahead.
Combined Ratio
A (Excellent)
Central's reaffirmation of its A (Excellent) rating by AM Best highlights our resilience and stability in a challenging market. Through diligent rating actions, sound portfolio management, and a commitment to underwriting excellence, we continue to grow our surplus and reinforce long-term financial stability.
AM Best
2025 Financial Report
Central Mutual and All America Insurance Companies ('Central') December 31, 2025
| Assets | |
|---|---|
| Bonds | $1,533,291,731 |
| Stocks | $340,359,479 |
| Other Invested Assets | $155,959,800 |
| Real Estate | $40,480,122 |
| Cash & Short-Term Investments | $176,611,531 |
| Agents' Balances & Uncollected Premiums | $341,466,694 |
| All Other Assets | $61,361,060 |
| Total Admitted Assets | $2,649,530,417 |
| Liabilities & Policyholders' Security Fund | |
|---|---|
| Losses & Loss Adjusting Expenses | $883,170,111 |
| Unearned Premiums | $469,643,189 |
| Commissions Payable & Contingent Commissions | $45,249,652 |
| Ceded Reinsurance Premiums Payable | $7,503,091 |
| Taxes & Other Liabilities | $83,631,955 |
Policyholders' Security Fund | $1,160,332,418 |
| Total Liabilities & Policyholders' Security Fund | $2,649,530,417 |
| Select Performance Measures | |
|---|---|
| Total Central Assets | $2,649,530,417 |
| Written Premium* | $1,013,113,870 |
| Growth Rate in Written Premium* | -1.0% |
| Combined Ratio - Central | 100.1% |
| Policyholders' Security Fund | $1,160,332,418 |
| Net Written Premium to Policyholders' Security Fund Ratio | 0.80 |
AM Best Rating | A (Excellent) |
* Includes Direct and Voluntary Assumed Premium
