In this episode of The Insurindex Podcast, our host, Ben Bolton, sits down with Andrew Gibbons (‘the lad from Bolton’), Managing Director of Mason Owen Financial Services, ahead of the BIBA 2025 Conference where Andrew is chairing a discussion at the conference about partnering to deliver successful claims outcomes. Within the framework of the five key pillars that claims underpins, namely Trust, Reputation, Regulatory Impact, Consumer Scrutiny and Customer Value, the discussion highlights the positive improvements in claims service in recent years whilst also recognising that much more can be done to show the value of insurance through the claims lens. In this wide ranging discussion Ben and Andrew also touch both on the dual edge sword of technology, and on the vital importance of talent development and the importance of claims to brokers' commercial success. Andrew also sings the praises of the annual BIBA Conference and its Manchester take over!