This closing session will cover an array of claims issues that impact the industry today and will affect the customer experience in the future. We begin with a presentation to explore the 2023 claims trends, drivers and notable claims cases identified from the members of the International Association of Engineering Insurers (IMIA). This will be followed by a panel debate to discuss how the claims handling process and customer experience is likely to change as insurers continue to embrace digital technologies to integrate analytics and artificial intelligence into their operations.