In Episode 7, I talk with the CEO of Tower Insurance, Richard Harding. In February, 2010, as the CEO of TIO Insurance in Darwin, Richard led the crisis response after a disgruntled claimant firebombed a crowded insurance branch in broad daylight. He talks candidly about the challenges managing the reputational impact in parallel with a police investigation, the importance of caring for all people affected in an event, and the long term impacts on the workforce and their community.