Components installed with Insurance claims

  • Release version: Xanadu
  • Updated August 30, 2024
  • 2 minutes to read
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    Summary of Components installed with Insurance claims

    The Insurance claims application in ServiceNow installs multiple components essential for managing insurance claim processes effectively. These components include plugins, store applications, roles, and tables that collectively enable comprehensive claim case handling, task management, and policy integration.

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    Plugins Installed

    • CSM Contributor User [com.snc.csmcontributoruser]: Enables the contributor role for the First-Notice-of-Loss (FNOL) representatives who create cases on behalf of customers.

    Store Applications Installed

    • Financial Services Operations Core: Stores customer data necessary to initiate policy service requests.
    • Playbooks in Customer Service Management: Provides visual, task-oriented workflows to ensure consistent handling of common business situations.

    Roles Installed

    The application installs several predefined roles that control user access and permissions within the Insurance claims environment:

    • Admin: Full access to all claim operations and administrative privileges.
    • FNOL Representative: Access to request claims for customers with an existing relationship.
    • Adjuster: Access to all adjuster-specific claim operations.
    • Manager: Manages reports, dashboards, and approves reserves/payments beyond adjuster limits.
    • Viewer: Read-only access to all claim operations data.
    • Processor: Full access to all claims operations data without admin privileges.
    • Flow Executor: Permission to run all flows and subflows related to Insurance claims.

    Tables Installed

    The following tables are installed to support different aspects of claim management:

    • Claim Case [sninsgenclaimcase]: Stores claim case information; extends the Claim Base table.
    • Claim Task [sninsgenclaimtask] and Claim Adjuster Task [sninsgenclaimadjtask]: Store information about tasks related to claims and adjusters; both extend the Financial Task table.
    • Claim Incident Configuration [sninsclaimincidentconfig]: Defines configurations for claim incidents, including incident names, icons, service definitions, itemization settings, and UI display options.
    • Itemized Loss/Expense [sninsclaimincidentitem]: Stores details on itemized losses and expenses within a claim.
    • Baggage Incident [sninsclaimbaggage]: Captures baggage loss details such as descriptions, flight info, and claimant data.
    • Trip Incident [sninsclaimtrip]: Stores trip loss incident details including descriptions and reservation numbers.
    • Personal Travel Policy [snbomptinspolicy] and Commercial Travel Policy [snbomctinspolicy]: Store information about personal and commercial travel policies, respectively, extending the Insurance Policy table.

    Practical Benefits for ServiceNow Customers

    By activating the Insurance claims application, customers gain a robust framework that streamlines insurance claim case creation, task assignment, and policy linkage. The predefined roles enable secure and role-appropriate access, while the incident configuration and itemized loss tables offer flexibility in claim detail management. Integration with Financial Services Operations ensures customer and policy data is leveraged efficiently, and workflow playbooks aid in consistent and transparent claim handling.

    Several types of components are installed with the activation of the Insurance claims application.

    Plugins installed

    Table 1. Plugins installed with the Insurance claims application
    Plugin Description
    CSM Contributor User [com.snc.csm_contributor_user] Enables the contributor role for the first-notice-of-loss (FNOL) representative, who creates the case on behalf of the customer.

    Store applications installed

    Table 2. Store applications installed with the Insurance 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.
    Playbooks in Customer Service Management Provides a way to visualize business process workflows in a simple, task-oriented view, enabling consistent responses to commonly encountered situations. For more information, see Playbooks in Customer Service Management.

    Roles installed

    Table 3. Roles installed with the Insurance claims application
    Role title [name] Description Contains roles
    Admin [sn_ins_gen_claim.admin] This role gives access to all Insurance claims operations data, plus admin privileges.
    • sn_bom.service_definition_admin
    • sn_ins_gen_claim.processor
    • decision_table_admin
    • sn_ins_gen_claim.adjuster
    • sn_ins_gen_claim.manager
    • sn_doc_processor.admin
    FNOL representative [sn_ins_gen_claim.fnol_representative] This role gives access to request Insurance claims for customers with whom a relationship exists.
    • sn_customerservice.case_contributor_viewer
    • sn_sla_definition_read
    • sn_bom.ct_ins_policy_viewer
    • sn_customerservice.customer_contributor
    • sn_customerservice.csm_workspace_user
    • sn_bom.pt_ins_policy_viewer
    • sn_bom.fnol_representative
    • sn_bom.customer_data_viewer
    • sn_customerservice.account_contributor
    Adjuster [sn_ins_gen_claim.adjuster] This role gives access to all Insurance claims adjuster operations data.
    • sn_bom.viewer
    • sn_bom.ct_ins_policy_viewer
    • sn_bom.pt_ins_policy_viewer
    • sn_bom.adjuster
    • sn_doc_processor.agent
    • sn_ins_gen_claim.processor
    • sn_sla_definition_read
    Manager [sn_ins_gen_claim.manager] This role is for managing reports and dashboards, as well as approving reserves and payments above the adjuster limit.
    • sn_ins_gen_claim.processor
    • sn_ins_gen_claim.adjuster
    Viewer [sn_ins_gen_claim.viewer] This role gives read access to all Insurance claims claim operations data.
    • sn_bom.customer_data_viewer
    • sn_bom.service_definition_read
    • sn_bom.viewer
    • sn_bom.ref_data_viewer
    Processor [sn_ins_gen_claim.processor] This role gives access to all Insurance claims operations data.
    • sn_ins_claim.payment_reader
    • sn_ins_claim.trip_writer
    • sn_ins_claim.property_reader
    • sn_ins_claim.trip_reader
    • sn_bom.b2c_agent
    • sn_doc_processor.agent
    • sn_ins_claim.injury_reader
    • sn_ins_claim.participant_writer
    • sn_ins_claim.policy_snapshot_reader
    • sn_ins_claim.injury_writer
    • sn_ins_claim.baggage_reader
    • sn_ins_claim.property_writer
    • sn_bom.ct_ins_policy_viewer
    • sn_ins_claim.profile_reader
    • sn_ins_claim.reserve_reader
    • sn_bom.b2b_agent
    • sn_bom.pt_ins_policy_viewer
    • sn_ins_claim.baggage_writer
    • sn_ins_claim.summary_page_read
    • sn_ins_claim.coverage_reader
    • sn_ins_claim.incident_item_writer
    • sn_ins_claim.incident_item_reader
    • sn_ins_claim.incident_config_reader
    • sn_sla_definition_read
    • sn_ins_claim.profile_writer
    Flow executor [sn_ins_gen_claim.flow_executor] This role gives access to run all flows and subflows for Insurance claims. sn_ins_gen_claim.manager

    Tables installed

    Table 4. Tables installed with the Insurance claims application
    Table Description
    Claim Case [sn_ins_gen_claim_case] Store information about the claim case. This table extends the Claim Base [sn_bom_claim_case] table.
    Claim Task [sn_ins_gen_claim_task] Stores information about a claim task. This table extends the Financial Task [sn_bom_task] table.
    Claim Adjuster Task [sn_ins_gen_claim_adj_task] Stores information about an adjuster task for a claim. This table extends the Financial Task [sn_bom_task] table.
    Claim Incident Configuration [sn_ins_claim_incident_config] Defines the configuration for the claim incidents that can be created. Use this table to define the following:
    • Name and short description of the claim incident
    • Claim incident table name
    • The icon that is shown
    • Adjuster task service definition
    • Parent service definition
    • Whether the loss can be itemized
    • Whether an adjuster task is created per incident or per incident type (for example, a single task for all baggage claim incidents)
    • Display order of the service definitions in the playbook
    • Whether the service definition is shown in the UI or not

    For more information, see Claim Incident Configuration table.
    Itemized Loss/Expense [sn_ins_claim_incident_item] Stores information about the itemized losses and expenses for a claim.
    Baggage Incident [sn_ins_claim_baggage] Stores information about a baggage loss incident, such as a description of the baggage, the associated flight details, and the claimant.
    Trip Incident [sn_ins_claim_trip] Stores information about a trip loss incident, such as a description of the incident, reservation numbers, and other supporting questions.
    Personal Travel Policy [sn_bom_pt_ins_policy] Stores information about a personal travel policy issued to a policy holder. Extends Insurance Policy [sn_bom_ins_policy].
    Commercial Travel Policy [sn_bom_ct_ins_policy] Stores information about a commercial travel policy issued to a policy holder. Extends Insurance Policy [sn_bom_ins_policy].