Components installed with Personal Lines Claims

Australia Financial Services Operations

Release

australia

ft:locale

en-US

ft:publication_title

Australia Financial Services Operations

ft:clusterId

finso

bundleId

finso

workflow

Customer and Industry

Components installed with Personal Lines Claims

Release version: Australia

Updated March 12, 2026

2 minutes to read

Summarize

Summarized using AI

Summary of Components Installed with Personal Lines Claims

The activation of thesninsclaimpersplugin installs several components essential for managing personal lines claims. This includes plugins, tables, and user roles designed to enhance functionality in the ServiceNow environment for insurance claims processing.

Show full answer Show less

Key Features

Plugins: Key plugins include Customer Service, which extends customer service tables into financial services, and others that manage document services and provide playbooks for workflow visualization.
Store Applications: Notable applications include Financial Services Operations Core for customer data management, Insurance Special Investigations for fraud routing, and Document Processor for handling document tasks.
Roles: A variety of roles are installed, such as Personal Lines Claims admin, manager, adjuster, processor, viewer, and FNOL representative, each with specific permissions for managing claims and related tasks.
Tables: Important tables like Personal Auto Claim Case and Personal Auto Claim Task store vital information about claims and tasks, extending existing claim structures for comprehensive management.

Key Outcomes

By leveraging these components, ServiceNow customers can efficiently handle personal auto claims from creation to resolution. The defined roles ensure that users have the appropriate access and capabilities, promoting streamlined workflows and enhanced service delivery in claims management.

Several types of components are installed with activation of the sn_ins_claim_pers plugin, including plugins, tables, and user roles.

Plugins installed

Table 1. Plugins installed with the Personal Lines Claims application
Plugin	Description
Customer Service [com.sn_customerservice]	Enables the extension of tables from the Customer Service Management application into the Financial Services Operations applications.

Store applications installed

Table 2. Store applications installed with the Personal Lines Claims application
Store application	Description
Financial Services Operations Core	Stores the customer data that is needed to make policy service requests. For more information, see Financial Services Operations Core.
Insurance Special Investigations	Insurance Special Investigations enables insurance carriers to route fraud investigation requests to SIU agents. Requests get routed via adjusters working on claim cases through workflows in the Personal Lines Claims application.
Document Processor	Enables management of document services tasks that are used in insurance policy service cases. For more information, see Integrating with Document Processor.
Playbooks for Customer Service Management	Provides a way to visualize business process workflows in a simple, task-oriented view, ensuring consistent responses to commonly encountered situations. For more information, see Playbooks for Customer Service Management.

Roles installed

Table 3. Roles installed with the Personal Lines Claims application
Role title [name]	Description	Contains roles
Personal Lines Claims
Personal Lines Claims admin [sn_ins_claim_pers.admin]	Grant Personal Lines Claims roles Delete Personal Lines Claims cases and tasks Configure Personal Lines Claims application Create and modify Personal Lines Claims service definitions Has read, write, and create access to Personal Lines Claims policy or case data	decision_table_admin sn_bom.service_definition_admin sn_ins_claim_pers.manager sn_ins_claim_pers.auto_processor sn_ins_siu.viewer sn_doc_processor.admin sn_ins_claim_pers.auto_adjuster
Personal Lines Claims manager [sn_ins_claim_pers.manager]	Views the Personal Lines Claims dashboard Uses Process Mining for Personal Lines Claims processes	sn_ins_claim_pers.auto_adjuster sn_ins_claim_pers.auto_processor pa_viewer
Personal Lines Claims adjuster [sn_ins_claim_pers.auto_adjuster]	Evaluates the personal auto claim details based on assigned adjuster tasks, and settles claims Views the status of personal auto claim cases Creates and edits ad-hoc tasks	sn_customerservice.case_contributor_viewer sn_doc_processor.agent sn_bom.adjuster sn_sla_definition_read sn_bom.viewer sn_bom.auto_ins_policy_viewer sn_ins_claim_pers.auto_processor sn_customerservice.csm_workspace_user
Personal Lines Claims processor [sn_ins_claim_pers.auto_processor]	Submits personal auto claim details, and creates and edits ad-hoc tasks Views the status of personal auto claim cases Closes a claim Records interactions	sn_customerservice.case_contributor_viewer sn_ins_claim.profile.writer sn_ins_claim.payment_reader sn_ins_claim.reserve_reader sn_ins_claim.fraud_score_reader sn_ins_claim.injury_writer sn_ins_claim.property_writer sn_bom.auto_ins_policy_viewer sn_ins_claim.coverage_writer sn_bom.b2c_agent sn_ins_claim.participant_writer sn_ins_claim.policy_snapshot_reader sn_ins_claim.summary_page_read
Personal Lines Claims viewer [sn_ins_claim_pers.auto_viewer]	Views personal auto claim cases and related data.	sn_bom.ref_data_viewer sn_bom.service_definition_read sn_bom.customer_data_viewer sn_bom.auto_ins_policy_viewer sn_ins_claim_pers.auto_viewer
Personal Lines Claims FNOL representative [sn_ins_claim_pers.fnol_representative]	Create and track personal claim cases for policies managed by them.	sn_customerservice.case_contributor_viewer sn_sla_definition_read sn_bom.customer_data_viewer sn_bom.auto_ins_policy_viewer sn_customerservice.consumer_contributor sn_customerservice.csm_workspace_user sn_customerservice.account_contributor sn_bom.fnol_representative
Insurance Special Investigations
Insurance Special Investigations admin [sn_ins_siu.admin]	Grant insurance special investigations roles Delete special investigations cases and tasks Configure Insurance Special Investigations application Create and modify special investigations service definitions Has read, write, and create access to special investigations case data	sn_bom.service_definition_admin sn_ins_siu.agent
Insurance Special Investigations agent [sn_ins_siu.agent]	Submits evaluation on SIU tasks that are associated with a case.	sn_ins_claim.property_reader sn_ins_claim.payment_reader sn_ins_claim.reserve_reader sn_ins_claim.fraud_score_reader sn_ins_claim_cml.auto_viewer sn_bom.b2b_agent sn_ins_claim.coverage_reader sn_ins_claim_pers.auto_viewer sn_bom.b2c_agent sn_ins_claim.participant_reader
Insurance Special Investigations viewer [sn_ins_siu.viewer]	View special investigation cases and related data.

Tables installed

Table 4. Tables installed with the Personal Lines Claims application
Table	Description
Personal Lines Claims
Personal Auto Claim Case [sn_ins_claim_pers_auto_service]	Stores information about personal claim cases. This table extends the Personal Claim Base [sn_ins_claim_pers_base] table.
Personal Auto Claim Task [sn_ins_claim_pers_auto_task]	Stores information about all personal claims tasks for all personal claims cases.
Personal Auto Claim Adjuster Task [sn_ins_claim_pers_auto_adj_task]	Stores information about tasks related to the adjuster persona for personal claims.
Personal Claim Base sn_ins_claim_pers_base	Extends the Claim Base [sn_bom_claim_base] table.
Property Incident [sn_ins_claim_pers_auto_incident]	Stores information about property incident details for personal claims cases. This table extends the Claim Incident [sn_ins_claim_property] table from Insurance Claims Core.
Insurance Special Investigations
SIU Task sn_ins_siu_task	Stores information about tasks related to the Special Investigation Unit department for all claims cases.