Domain separation and Insurance claims

  • Release version: Xanadu
  • Updated September 18, 2024
  • 2 minutes to read
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    Summary of Domain separation and Insurance claims

    Domain separation in Insurance claims allows ServiceNow customers to logically segment data, processes, and administrative tasks into distinct domains. This separation controls user access and visibility, ensuring that data relevant to each tenant or service provider is properly isolated. The Insurance claims application supports domain separation at runtime, covering user interface elements, cache keys, reporting, rollups, and aggregations.

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    Instance owners are responsible for configuring the application to operate across multiple tenants, enabling scenarios such as service providers responding to tenant customers while maintaining appropriate data visibility.

    Key Features

    • Domain-separated tables: Key Insurance claims tables such as Claim Case, Claim Task, Claim Adjuster Task, Claim Incident Configuration, Itemized Loss/Expense, Baggage Incident, Trip Incident, Personal Travel Policy, and Commercial Travel Policy are domain-separated to enforce data isolation.
    • Integration with Customer Service Management (CSM): Insurance claims leverage domain-separated CSM tables like Consumer, Account, and Contact to maintain consistent domain segregation across related data.
    • Support level: The Insurance claims application offers Basic domain separation support, ensuring that business logic directs data into the correct domain for service provider use cases.

    Practical Use Cases

    • Case Intake: First Notice of Loss (FNOL) intake agents can capture initial claim information on behalf of customers and open claim cases for specialists, all within the appropriate domain context.
    • Claims Analysis: Claims specialists review policy details, request additional information, manage reserve funds and coverage exposures, and make claim approval or denial decisions through a domain-separated workspace dashboard.

    Considerations for ServiceNow Customers

    While some ServiceNow platform features or applications might effectively support multi-tenant use cases without full domain framework implementation, Insurance claims provide explicit domain separation to meet service provider requirements. Customers should ensure their instance owners configure domain separation properly to support their multi-tenant insurance claim workflows.

    Domain separation is supported for Insurance claims. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

    Support level: Basic

    • Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
    • The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
    • The owner of the instance must set up the application to function across multiple tenants.

    Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.

    For more information on support levels, see Application support for domain separation.

    How domain separation works in Insurance claims

    All FSO integrations applications are built on top of and use many Customer Service Management (CSM) tables. The key reference tables are the customer tables such as Consumer, Account, and Contact, and these tables are domain-separated.

    Tables

    The following tables in Insurance claims are domain-separated:
    • Claim Case [sn_ins_gen_claim_case]
    • Claim Task [sn_ins_gen_claim_task]
    • Claim Adjuster Task [sn_ins_gen_claim_adj_task]
    • Claim Incident Configuration [sn_ins_claim_incident_config]
    • Itemized Loss/Expense [sn_ins_claim_incident_item]
    • Baggage Incident [sn_ins_claim_baggage]
    • Trip Incident [sn_ins_claim_trip]
    • Personal Travel Policy [sn_bom_pt_ins_policy]
    • Commercial Travel Policy [sn_bom_ct_ins_policy]

    Use cases

    Case Intake

    The first notice of loss (FNOL) intake agents can intake information for an insurance claim on behalf of a customer.

    When the customer calls to file a claim, the intake agent gathers important information that is related to the claim. This can include a description of the incident, itemized losses, and any supporting documentation.

    After collecting the initial details, they open a claim case for a claims specialist to work on.

    Claims Analysis

    A claims specialist works on a claim that they receive through the workspace dashboard.

    The specialist reviews the policy details. If necessary, they can request and review the additional information or documentation from the claimant.

    The specialist sets the reserve funds, modifies the coverage exposures and reserve funds over time, and can also view all activity that is associated with handling the claim.

    The specialist can also make claim approval or denial decisions based on the available evidence.

    Note:
    Sometimes a ServiceNow® platform feature or application may be able to effectively support service provider use cases even though the domain framework is not being used. In this case, the application may be assigned Basic*, Standard*, or Enhanced* for its domain support level, and include detailed use cases. For example: Before the New York release, Service Catalog had no domain support. But the instance owner was able to configure separate catalogs and items for each customer in a domain-separated instance. This allowed Service Catalog to be used at a Standard support level. To learn more, see domain separation Application levels of support.