At Central, our primary goal is to fulfill the promise to provide security, protection, and peace of mind to our customers. We have earned an industry-wide reputation for maintaining top-quality service among the best in the industry. We work hard to maintain that reputation and the key to our professional service is our people.
Our employees are dedicated professionals who follow our corporate values of Integrity, Relationships, and Excellence. They come from a variety of backgrounds and offer many skills and talents, but all share a common goal: a commitment to providing prompt, accurate, friendly, and professional service. This type of commitment must be backed by an internal structure which is streamlined and efficient enough to allow good service. We have the internal procedures in place to carry through on this commitment. Our service standards are among the toughest in the industry and provide a challenging goal to maintain. The following departments and their people allow us to meet our service goals:
Home Office
Our Home Office is located in Van Wert, Ohio, with satellite offices in Columbus, Ohio, and Salt Lake City, Utah. These offices are responsible for building, maintaining, and servicing the products we sell.
Central has regional offices in Waltham, Massachusetts; Alpharetta, Georgia; Irving, Texas; and Van Wert, Ohio. Each regional office is led by a regional vice president who reports to our Chairman, CEO & President Evan Purmort.
Click any of the following departments to view a description and its reporting units.
Claims
Our Claims organization includes teams focused on four lines of business: Auto Damage, Property, Casualty, and Anti-Fraud & Recovery. Each team is responsible for investigating losses, evaluating coverage, and negotiating and settling claims promptly and equitably within its line of business. Dedicated Property and Casualty teams handle complex claims and develop and present claims training classes when needed.
In addition to handling traditional casualty claims, the Casualty line of business includes a Workers' Compensation team that handles workers' compensation, long-term no-fault, and medical claims, including medical cost containment and pre-certification of medical treatment.
The company's Subrogation team is within Anti-Fraud & Recovery and responsible for all subrogation recoveries for Central.
Personal Lines Services processes personal lines policy transactions, quotes and processes applications, works closely with our Underwriting team and stakeholders to meet policy needs, and services phone calls from agents and other customers.
Commercial Lines Services processes commercial lines policy transactions, quotes and processes applications, and works closely with our Underwriting team and other stakeholders to meet policy needs.
Customer Services assists customers by covering an adjusted work schedule into the evening, processes various personal lines and commercial lines policy transactions, and services a large volume of billing and payment phone calls from policyholders and agents.
Premium Audit orders, evaluates, and processes all premium audits for the company, inputs loss notices for claims handlers, and services phone calls from policyholders and agents.
Office Services distributes all mail for the organization, handles meeting planning, distributes all incoming and outgoing documents and office supplies, and is responsible for our in-house printing services.
Each regional office is supported by an Office Services staff that assists them in the daily operation of the regional office.
Within Central, the Finance area is responsible for the overall planning, analysis, and reporting results of the company as it executes its strategy.
The Finance area encompasses Corporate Actuarial, Data Science, Accounting and Financial Analysis, Risk and Capital Management, and Enterprise Data.
Corporate Actuarial has the important role of analyzing data and working with other company personnel to set the prices Central charges for its insurance products. They guide the decision-making team concerning the loss and loss adjustment expense reserves that are included in Central's financial statements. Central's actuaries also forecast what the company can expect in future premium growth and financial results, and supports the company's economic capital modeling.
The Data Science center of excellence is responsible for establishing data science best practices and setting standards within Central. The team works with cross-functional teams to deploy AI/ML solutions for Claims, Services, and Distribution. Additionally, the team provides various analytics insights to the Product team and the aforementioned business units to help them make data-driven decisions.
The Enterprise Data department is dedicated to optimizing the use of data across the organization. The team is focused on data governance, business intelligence, and regulatory reporting to ensure high-quality data management and compliance. Enterprise Data empowers informed decision-making by providing accurate insights and aligning people, processes, and technology.
Accounting and Financial Analysis is responsible for internal and external reporting and financial planning and analysis (FP&A). This includes responsibility and oversight of financial reporting, treasury, tax, investment, budget, planning, and forecasting functions. This area also coordinates and oversees financial and regulatory examinations and independent audits.
The Risk and Capital Management area is responsible for the negotiation and administration of reinsurance contracts, monitoring and controlling exposure to catastrophes, directing the efforts of Enterprise Risk Management (ERM), analysis of underwriting and investment risk, and overall capital deployment strategy for the company.
Human Resources is responsible for all human resource activities for the company. This includes employment-related activities such as recruiting, hiring, training, compensation, job classification and assignment, promotion, transfers, and employee relations. This department also includes our employee benefits areas which consist of medical, dental, vision, disability, flexible spending, Savings and Profit Participation, pension, life insurance, and voluntary life insurance plans.
Learning and Development reports to Central's Vice President of Human Resources & Facilties. They develop, implement, maintain, and monitor effective training and education programs to assist employees and agents in meeting or exceeding their responsibilities and encourage future development. Programs from The Institutes (IIA/CPCU) are available to employees.
Facilities is responsible for the maintenance of buildings and grounds, as well as the purchasing and servicing of office equipment and supplies.
Information Technology designs, develops, and maintains a wide variety of multi-functional computer systems which support company and agency operations as well as our insured customers. These include Internet, personal computer, mobile, and mainframe platforms. Employees, agents, and insured customers may contact the Information Technology Help Desk to receive assistance with their questions and problems.
Legal is responsible for the management of all corporate legal and regulatory issues and the provision of legal counsel that assists in developing and advancing the company's strategic business objectives.
Internal Audit provides independent, objective assurance and consulting services to the company. This includes examining and evaluating the company's governance, risk management, and internal control processes. Internal Audit has a dual reporting relationship to the General Counsel and the Audit Committee of the Board of Directors.
Home Office Loss Control sets direction and policy for the loss control consultants who are located in each regional office. Our regional loss control personnel report through the director of loss control. They help reduce and control exposures and hazards that can lead to a loss by working with our policyholders on their risk control programs. In addition, they provide support to the Commercial Underwriting team by providing loss analysis profiles.
The Marketing department drives Central’s growth by creating compelling content, building brand loyalty, and fostering strong relationships with agents and employees. The team delivers engaging digital and print materials, coordinates memorable events that showcase Central's culture, and supports regional marketing efforts to help agents stay informed. The Marketing department ensures a consistent brand presence and provides the tools needed to promote Central effectively.
The Product team collaborates with many areas across the company to design, price, and continually enhance our insurance products and digital solutions and services. The Product area encompasses Insurance Product Management, Digital Product Management, User Experience, and Market Insights.
Insurance Product designs and develops insurance solutions and pricing strategies to help our company grow. Insurance Product managers research competitors, market trends, and internal performance to create and maintain our insurance products and coverages. They leverage the expertise of our vertical leaders to understand specific market conditions and opportunities. Rate and forms analysts provide critical support to this team by processing and composing all rate, rule, and form filings.
Digital Product personnel bridge the engineering teams and stakeholder community to understand and deliver technology-powered solutions that fulfill the needs of our policyholders, agents, and employees. Digital Product managers evaluate problems and opportunities and lead the team in delivering solutions that are valuable and usable for our stakeholders and technically feasible to build and deploy. Digital Product owners bring digital products to life by working closely with engineering teams to define, build, test, and deploy technology solutions.
The User Experience team designs product and service experiences that are easy, logical, and fun. Designers discover the behaviors, motivations, and needs of our agents, employees, and customers using many types of user research. The insights are translated into the experiences, workflows, and UI designs for our websites and other services. The team focuses on a user-centered approach to designing the experience and aesthetics of our products.
The Market Insights team discovers and illuminates insights into market conditions and customers’ wants and needs. Researchers work with cross-functional internal teams to develop research plans and conduct comprehensive market research through various methods to support Central's strategic initiatives.
Underwriting – Commercial Lines and Personal Lines
Underwriting is responsible for the performance of our book of business. With an unwavering commitment to underwriting excellence, Underwriting sets the risk selection standards for the company. This includes establishing business rules within our quoting and underwriting systems and maintaining guidelines for our frontline underwriters. Our underwriters work closely with our agents to build and maintain strong working relationships. They research coverage questions, evaluate new business applicants, and manage an assigned book of business to achieve profitability. Our Commercial Lines Underwriting team also controls the premium audit program. Talent development is accomplished through continuous training and education with an emphasis on analytics and data.
Underwriting works closely with Insurance Product to research and develop products and rates, with a focus on attractive markets and maintaining a competitive position in those markets. They also work side-by-side with Claims to foster a healthy and continuous feedback loop upon which to improve products, processes, and underwriting.