Insurance is all about relationships. From the moment a policyholder purchases a policy to when the unexpected happens and a claim is filed, each interaction with the insurer or its representatives plays a role in the insured's decision to renew or shop for a new insurer. The latest Insurance Speak podcast highlights the importance of nurturing relationships with policyholders and the impact those efforts have on building customer loyalty.

Tim Roberts, vice president of workers' comp claims for Everest Insurance, and Grace Hanson, chief claims officer at Hiscox understand how important it is for the insurer to deliver on what is sold with a policy when a claim arises. "This is where customers get to use what they purchased," shares Roberts, "and it's an important touchpoint for the company."

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Patricia L. Harman

Patricia L. Harman is the editor-in-chief of Claims magazine, a contributing editor to PropertyCasualty360.com, and chairs the annual America's Claims Event (ACE), which focuses on providing claims professionals with cutting-edge education and networking opportunities. She covers auto, property & casualty, workers' compensation, fraud, risk and cybersecurity, and is a frequent speaker at insurance industry events. Contact her at [email protected]