In today’s fast-paced insurance world, where quick answers and automation are common, Central Insurance is taking a different path. They focus on building real relationships with their customers, agents, and employees, making human connection the heart of their business.
Angie Gibson, vice president of customer services at Central Insurance, has been with the company for over 30 years. She shares how important trust and personal connections are to the company’s success. “We help people rebuild their lives after tough times, and that all starts with trust,” she says.
Central’s approach begins within the company itself. Gibson points out that strong relationships can’t be built with customers or agents if they don’t first exist among coworkers. Growing up connected to Central—her father worked there, and now her son does too—she has seen this culture of care passed down through generations. Even in the early days, Central leaders made a point to connect personally with employees, setting the tone for how everyone is treated.
When it comes to customer service, Central stands out by treating people as individuals rather than just numbers. The customer service team handles about 500 calls each day, often straightforward questions about billing or coverage. Still, every call is a chance to build trust. The team works hard to answer calls quickly—usually in 35 to 40 seconds—and consistently earns customer satisfaction scores above industry standards.
What makes Central’s service special isn’t flashy gestures but small, thoughtful acts. Employees are empowered to respond with kindness and empathy. For example, one team member made a get-well video for a sick policyholder. Another sent a card with a good-luck four-leaf clover. When a customer reached 50 years with Central, the staff recorded a personalized thank-you video. Gibson says these moments happen naturally because of the company’s caring culture.
Central also relies on independent insurance agents who share these values. The company builds strong relationships with agents based on trust and consistency. Many agents appreciate Central so much that they choose to insure their own homes and businesses through the company. Gibson notes that Central isn’t trying to be the cheapest option. Instead, they focus on making sure customers have the coverage they need when it matters most.
Central’s CEO, Evan Purmort, describes the company as a hospitality business that sells insurance. Every interaction reflects Central’s values—whether with a customer, an agent, or a coworker. The commitment shows in extended service hours, fast responses, and high satisfaction ratings. But Gibson believes the true measure is the impact on people, like when a customer is surprised to reach a real person late in the day or feels genuinely helped.
Building lasting relationships takes time, but Central has been doing it for generations. If you want to experience this personal approach, you can reach out to an independent Central agent to get started.