Meet the Claims Managers
Michele Mezzone
Divisional Vice President - Claims
Office Phone: 513-412-0891Email: [email protected]
Michele Mezzone is a senior claims leader with deep experience in transportation insurance, known for delivering strong claim outcomes and a disciplined approach to cost control and performance. Based in Cincinnati, Ohio, she has 37 years industry experience, including time at several large carriers, advancing through leadership roles within Claims.
Michele began her career in claims operations and now leads initiatives focused on improving claim results, controlling expenses, and strengthening litigation and resolution strategies. She has a proven track record of driving measurable improvements, including multi-year expense reductions and the implementation of performance metrics that increase accountability across the claims process.
A strong partner to agents and underwriting teams, Michele works to ensure claims handling aligns with the intent of the product and supports long-term client relationships. She is focused on delivering a consistent, fair claims experience — while also protecting the overall cost of risk for insureds.
Michele is recognized for her practical, results-oriented approach and her willingness to challenge legacy processes to improve outcomes. She is committed to building high-performing teams and continuously improving the claims experience for agents and their clients.
Todd McKenzie
Divisional Assistant Vice President - Claims
Office Phone: 513-579-6640Email: [email protected]
Todd McKenzie started his insurance career in 1996 as an independent agent before joining Progressive, where he spent ten years focused on Fire and Theft investigations. In 2007, Todd moved to Great American Insurance’s Trucking Division, handling fire, theft, and cargo claims. He has now spent 30 years in the industry, most of it dedicated to transportation.
Todd values most the role the Trucking division plays in keeping the supply chain moving. Claims professionals help keep wheels turning, and it’s rewarding to see complex issues resolved through teamwork and strong partnerships. The relationships built with people in trucking — hardworking, generous, and dedicated — have been especially meaningful.
Outside of work, Todd’s and his wife enjoy riding their motorcycle through Indiana’s back roads. Todd also follows dirt track racing with his sons, and being a grandparent has become one of Todd’s greatest joys.
Karen Ratliff
Claims Director
Office Phone: 513-579-6615Email: [email protected]
Karen Ratliff is a Claims Director in the Occupational Accident division at Great American Insurance Group with over 22 years of experience in the insurance industry. She began her career as a claims processor and worked her way up through roles in Workers’ Compensation and trucking, including handling physical damage claims, before becoming the first adjuster in the Occupational Accident department. Karen has continued to grow into leadership roles, including Supervisor and Claims Manager, before stepping into her current position as Claims Director.
She enjoys claims work because of its dynamic nature — no two days are the same, and there is always an opportunity to learn something new. Karen is passionate about developing her team and continuously improving both processes and outcomes.
Outside of work, she enjoys hiking, traveling, reading and connecting with new people.
Tom Jordan
Claims Director
Office Phone: 513-579-6641Email: [email protected]
Tom Jordan serves as Claims Director and brings more than 33 years of experience in insurance claims, including nearly 16 years with Great American. Throughout his career, he has built a reputation for strong leadership, technical expertise, and a commitment to delivering high quality service. Tom is particularly passionate about developing talent within his teams and finding effective solutions that support customers during challenging moments.
Outside of work, Tom enjoys spending quality time with his family and exploring new places through travel. He is also an avid woodworker and takes pride in tackling home improvement projects, where he can apply his creativity and hands on skills.
Jennifer Schmalz
Senior Subrogation Manager
Office Phone: 513-333-6992Email: [email protected]
Jennifer Schmalz is a Senior Subrogation Manager in Great American Insurance Group’s Trucking division. She began her insurance career in 2003 and joined the Trucking division in 2015. Jennifer focuses on subrogation strategy, process improvement within claims, and places emphasis on compliance, collaboration and driving effective outcomes for both the company and our insureds. Outside of work, Jennifer stays busy fostering pets, supporting local animal rescue efforts and spending time with family.
