7 Things Customers Love About Working With Central

When you’re filing an insurance claim, it’s not just about the payout—it’s about how the company treats you along the way. At Central, we strive to deliver service with genuine care that’s fast, accurate, and clear. In fact, many of our customers have described us as “the best insurance company I’ve ever worked with.”

Read on to learn what makes the Central experience stand out.

1. “Exceptionally Fast, Reliable Claims Service”

What some of our customers say: “Fast, fair, and no hassles.” “Claim processed within 24 hours.” “Adjuster was at my home the next day.”

Our Claims Team is focused to act quickly, so we can be there for you when you need us most. From same-day contact to expedited inspections and payments, we endeavor to work efficiently to help policyholders recover without delay.   

At Central, each insurance claim we receive represents a moment of trust and an opportunity to offer reassurance, responsiveness, and resolution when it matters most.

We’re proud to have earned a Net Promoter Score (NPS) of .72, a metric measuring customer loyalty and likelihood to recommend. Compared to the insurance industry’s overall average NPS of .35, this score showcases our outstanding commitment to customer satisfaction.

Digging Deeper: Bain & Company, the creators of the NPS system, define the tiers of NPS ratings as follows:

• 0 and above: Considered good
• Above 50: Excellent
• Above 80: World-class

Alongside this positive NPS rating, Central has also scored a Google rating of 4.9/5 from our customers. These metrics place us in the “excellent” category on Google and rank us in the top quartile of performers across most industries. These results reflect our consistent efforts to deliver outstanding service to our customers.

2. “Compassionate, Person-to-Person Support”

What customers have shared: “My adjuster was understanding, supportive, and patient.” “They made a devastating day easier.” “I actually felt like a customer, not just a number.”

We aim to treat every customer with empathy and respect. Our team doesn’t just process claims—we aspire to provide reassurance, clarity, and care during some of life’s toughest moments.

Our approach to the insurance claims process after Hurricane Helene is a prime example of the type of true compassion and care Central employees bring to every interaction with our customers.

Immediately following this event’s devastation, Central’s adjusters arrived in the affected areas only to find restaurants closed, grocery stores empty, and power outages everywhere. Despite being faced with the monumental task of handling nearly 1,900 claims, they took the time to stock up on bottled water, food, and other essential supplies for our policyholders. 

3. “Central is an Experienced and Trusted Long-Term Partner”

What customers say: “I’ve been with Central for 30+ years.” “I won’t even shop around—I trust Central.” “Best insurance company I’ve had in 75 years.”

We don’t just earn our customers’ trust—we focus on keeping it. Many have been with Central for decades, a testament to the consistent, compassionate, and responsive service we provide year after year.

These long-standing relationships aren’t just common—they’re a defining part of who we are. Founded in 1876, Central has spent nearly 150 years building a legacy of trust, guided by our core values of Integrity, Relationships, and Excellence. That commitment is reflected not only in what our customers say but in our financial strength—with over $2 billion in combined assets and an A.M. Best rating of “A” (Excellent). When you choose Central, you’re choosing a partner built to last—offering the stability, consistency, and care that inspires confidence generation after generation.

4. “Expert Adjusters and Customer-Focused Agents”

What customers shared: “Brian was excellent.” “Caitlin went above and beyond.” “Lauren walked me through everything as a first-time claimant.”

Our professionals know their stuff—and they care. Whether guiding first-time customers or advocating for proper settlements, our adjusters and agents embody knowledgeable, thoughtful support every step of the way.

Last year, as part of our commitment to continuous improvement, Central’s Claims Team leveraged our Claims Professionals’ knowledge, skills and experience to line-of-business specialization. While we were previously equipped to manage a broad range of claims, this shift allows us to deepen our expertise in a specific category or line of insurance—enhancing the hospitality, precision and efficiency of our service.

The result of this change enhanced efficiencies and the overall customer experience, creating unique and customized claims experiences with adjusters who are experts in areas such as personal auto, homeowners, commercial property, Workers’ Compensation, etc.

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“We’ve rebuilt processes to be more efficient and customer-focused,” says Jessica Pannkuk, director of business optimization at Central. “The shift to line-of-business specialization enhances the customer experience, as our policyholders are working directly with someone who has the expertise to best handle their claim.”

The impact of this shift so far has been incredibly positive. Some of the best outcomes we’ve seen since implementing this change include:

• Faster resolutions due to deeper familiarity with coverage nuances, regulations, and repair/replacement processes.
• Fewer handoffs (and quicker turnaround times) because the specialist is equipped to manage the entire insurance claim from start to finish.
• Improved accuracy and service as the handler understands industry-specific language and expectations.
• Better customer confidence in our team as a result of working with someone who clearly understands and can manage every unique factor or nuance of your situation.

5. “Clear, Ongoing Communication”

What many customers say: “They explained everything clearly.” “I was kept informed every step of the way.” “Prompt and professional with every update.”

We won’t leave you in the dark. At Central, we believe that clear, proactive communication is key to delivering a positive claims experience. From the moment an insurance claim is filed, our team strives to keep customers informed at every stage—explaining the next steps, setting expectations, and responding quickly to questions. This level of transparency helps reduce stress and uncertainty during difficult moments, giving policyholders confidence that their insurance claim is in capable hands.

One of the ways our Central Team strives to provide an exceptional customer experience is by tailoring communication to our customer’s preferences. Alongside a commitment to calls, on-site inspections, and digital communication like emails, we also have invested in two-way texting to support those who prefer quick back-and-forth with our team.

Two-Way-Texting in Action: Text-based claims communication peaked after Hurricane Helene as policyholders turned to mobile communication amid disrupted landline and internet services, underscoring the importance of digital claims options during critical, high-volume incidents.

6. “Effortless Claims Process with Modern Tools”

What customers say: “Everything was quick and easy—even the app!” “Filed online and had a call within minutes.” “They make it seamless.”

Filing an insurance claim shouldn’t feel like a second crisis. With easy-to-use digital tools and responsive follow-up, we strive to make navigating the insurance claim process straightforward and stress-free.

The Impact of Two-Way Texting: In 2024 alone, 12,538 claims customers utilized Central’s text communication services, and 4,089 customers expedited their claims by texting photos of their damaged property.

From the first step of the claims process to the last, we’ve invested in systems and technology designed to streamline your experience.

Filing Your Claim: You have a variety of digital and traditional options for submitting your insurance claim, depending on what you’re most comfortable with. From our website and mobile app to email, phone, or even fax, our claims handlers are ready to dive in and handle your issue as soon as you get in touch.

Claims Payments: We’ve also established enhanced practices to create a seamless payment experience that better serves our customers. You can now choose how you would like to receive your claims payment from Central so you can get paid quickly and in the way that best suits you. Options include:

• Direct Deposit into your bank account within 1-2 business days.
• PayPal or Venmo payment within minutes.
• Debit Cards process within minutes and allow spending at all points of sale, cash access at ATMs, and the transfer of funds to a bank account.
• Mailed check payments are available in 7-10 days to allow for processing and mailing.

No matter your preferences, we have the technology and tools to make the claims process easy and efficient.

7. “Values that Guide Every Interaction”

What customers say: “Professional and kind.” “Courteous and caring.” “A company with integrity.”

At Central, our values aren’t just words on a wall—they’re the driving force behind how we handle insurance claims, calls, and customer interactions. From the moment a claim is filed, policyholders can feel the difference our core values—Integrity, Relationships, and Excellence—make.

Integrity guides us to do what’s right every time. Insurance is a promise—and we take that promise seriously. Whether we’re responding to a smaller but still important loss or a major catastrophe, our claims professionals are committed to transparent, accurate, and timely resolutions. It’s why many customers describe us as “honest,” “fair,” and “a company with integrity.”

Relationships are central to our claims experience. We understand that behind every insurance claim is a person going through a stressful moment—and we don’t treat customers like just a number. Our customers consistently praise the empathy, patience, and professionalism they receive from our team, even during the most difficult situations. This people-first mindset is why customers say things like, “They made a devastating day easier,” and “I actually felt like a customer, not just a number.”

Excellence means never settling for good enough. From our rapid claims response times to our use of innovative tools like two-way texting and flexible payment options, we’re always striving to make the claims process smoother, faster, and more supportive. Our Net Promoter Score of 72 and 4.9-star Google rating reflect that ongoing commitment to top-tier service.

These values come to life every time our team answers a call with compassion, explains a process clearly, or expedites an insurance claim payment within 24 hours. They shape the way we learn and grow, communicate, and support customers through some of life’s most difficult moments.

Notice The Difference The Right Insurance Company Can Make

At Central, we don’t just talk about doing the right thing—we live it.

And it’s that consistency, empathy, and excellence that leave our customers saying:

“Professional and kind.”
“Courteous and caring.”
“Best insurance company I’ve ever had.”

If you’re already a Central policyholder, consider exploring the other insurance coverages we offer to get this level of support at every turn. If you’re not yet working with Central, talk to your insurance agent about getting started.