Insurance is all about relationships. From the sale of a policy, to the claims process, it is critical for insurers to deliver on what was sold to their insureds.

Co-host Patti Harman interviews Tim Roberts, vice president of workers’ comp claims for Everest Insurance, and Grace Hanson, chief claims officer at Hiscox, on the importance of nurturing relationships with policyholders and the impact those efforts have on building customer loyalty.