Setting up Insurance claims

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • Plan and configure your implementation of the Insurance claims application by following the tasks in the configuration overview.

    Prerequisites

    Before beginning the configuration steps, you should familiarize yourself with the following topics:

    Configuration overview

    The following table lists how to set up the components and relationships for an Insurance claims workflow.

    Table 1. Configuration overview
    Task Description
    Install the Insurance claims application Install the Insurance claims application (sn_ins_gen_claim) from the ServiceNow Store. For more information, see Install Insurance claims.
    Set up customer data Migrate the data for your personal and commercial customers on your instance. For more information, see Setting up the customer data for Insurance claims.
    Set up policy data Review the policy data options in this topic (importing data or remote tables). For more information, see Setting up the policy data for Insurance claims.
    You can also follow these topics to set up insurance product models and coverages, and to create insurance policies:
    Review policy snapshots Review the PolicySnapshotGenerator script include in your instance, which contains the code responsible for copying the relevant insurance policy for the claim. For more information, see Policy snapshots in Insurance claims.
    Create service definitions Create the service definitions for each of your claim types. For more information, see Creating a service definition for Insurance claims.
    Link the insurance product model and claim case service definition Link the insurance product model and service definition so that the system recognizes which policies are relevant to the service definition. For more information, see Link the insurance product model and claim case service definition.
    Set up claim incident tables Define and configure new incident tables as needed for your workflow. A claim incident is a record of the details for a particular claim. For more information, see Claim incidents.
    Set up Claim Incident Configuration Set up the claim incident configuration to define the relationships between the claim incidents, the service definition, how adjuster tasks are created, and whether losses can be itemized. For more information, see Claim Incident Configuration table.
    Set up Document Processing Set up FSO Document Processor to define the documentation that you need from customers to process claims. For more information, see Integrating with Document Processor.
    Update service definitions with document requirements Define the specific documentation that is required for each service. For more information, see Add a document list definition to a service definition.
    Review the reserves and payments approval engine Go through the rules for the reserve and payment approval process provided in Insurance Claims Core. For more information, see Approval Engine for Reserves and Payments.
    Review claim automation using decision tables Learn about the claim automation rules in the decision tables. For more information, see Use claim automation decision tables.
    Configure assignment rules Look at the rules that determine how cases and tasks are assigned to personas. For more information, see Configure assignment rules.
    Configure SLA definitions Configure service level agreement (SLA) definitions to match your business needs.The SLA definitions are based on the service definition of case and adjuster tasks. For more information, see Configure SLA definitions.
    Set up Insurance claims workspaces and dashboards See what's included in Insurance claims and review the guidelines for setting up the dashboards and workspaces for a new line of business. For more information, see Setting up Insurance claims workspaces and dashboards.
    Manage the Archive Claim Case rule Manage the archive rule that is provisioned in the Claim Case [sn_ins_gen_claim_case] table. By default, inactive cases that are more than seven years old are automatically archived. For more information, see Manage the Archive Claim Case rule.