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, for a wide-ranging discussion on the evolving role of claims in the modern insurance market.
Drawing on experience across underwriting, broking, claims and distribution, Henry and Zara explore why claims can no longer be viewed as a purely reactive or back-office function. Instead, claims is positioned as a core part of an insurer’s value proposition, shaping customer experience, trust and long-term relationships.
The discussion considers how a rapidly changing risk environment, including geopolitical uncertainty, supply chain disruption, cyber risk and emerging AI exposures, is placing new demands on insurers, brokers and claims teams. Henry and Zara explain how claims expertise is increasingly being brought earlier into the sales and renewal cycle to help clients better understand risk, prepare for loss scenarios and build resilience before a claim occurs.
Technology and data also feature strongly, particularly the role of AI and analytics in improving speed, insight and efficiency, while maintaining the human element that remains critical at the point of loss. The episode highlights Liberty Specialty Markets’ Claims Plus proposition and how structured pre-loss, during-loss and post-loss services can unlock additional value for clients and brokers across global portfolios.
Alongside innovation, the conversation focuses on people, culture and skills. The episode reflects on the need to reskill claims professionals for more client-facing roles, the growing pride in claims as a career path, and the importance of collaboration across underwriting, claims and distribution teams.
