In this episode of The Insurindex Podcast, host Ben Bolton is joined by Henry Nelson, Chief Underwriting Officer – UK & MENA, and Zara Ismail, Global Head of Client & Broker Distribution – Claims at Liberty Specialty Markets. The discussion explores the central role of claims in today’s insurance value proposition, from pre-loss engagement and risk mitigation through to post-loss response and long-term partnership. Ben, Henry and Zara examine how evolving risks, technology and data are reshaping claims, why service and responsiveness are now essential, and how claims teams are increasingly influencing renewal, reputation and growth. The conversation also touches on talent, culture, AI and the continued importance of empathy in an increasingly complex market.