Personal Lines Claims release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
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    Summary of Personal Lines Claims Release Notes

    Personal Lines Claims is a ServiceNow application designed to help insurance carriers digitize and automate personal claims processes end-to-end. It enables real-time claim updates, remote work capabilities, and seamless orchestration of documents, data, payments, and approvals. The solution aims to enhance operational efficiency and customer satisfaction by providing frictionless claims experiences.

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    Key Features and Enhancements

    • Case and Playbook Improvements: Integration with native Customer Service Management (CSM) Case Type Selector, enhanced playbook reliability by disabling Process Automation Designer for certain playbooks, and new flow executor roles to improve flow execution and maintainability.
    • User Experience Updates: Introduction of new Claims Workspace views, claim summary pages, and enhanced UI actions such as 'Settle claim' for adjusters. Localization support and translation updates broaden accessibility for global users.
    • New Tables and Data Migration: Addition of the Property Incident table and migration of service category data to the CSM service category model, standardizing data management.
    • Role and Security Adjustments: Refinement of roles such as processor, adjuster, and fraudscorereader to improve access control and permissions, including removal of legacy or unnecessary roles.
    • Automation and Integration: New flows and subflows to trigger adapter flows, automatic posting of work notes during claim resolution stages, and integration points such as FRISS for fraud scoring.
    • Localization and Accessibility: Ongoing improvements in translation support and resolution of minor accessibility issues to enhance user experience across regions.

    Practical Impact for ServiceNow Customers

    • Customers can expect improved case handling efficiency through standardized case type management and updated playbook execution.
    • The enhanced UX components streamline adjuster and processor workflows, making claim management more intuitive and effective.
    • Expanded localization and role configurations support diverse teams and compliance requirements.
    • Automation features reduce manual work, speeding up claim processing and approvals, which helps improve overall customer satisfaction.
    • The addition of sandbox-enabled utilities and flow executor roles provides better governance and safer customization options.

    Version history for the Personal Lines Claims application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 4.7.0 - June 2026
    New: Added child tables for indexing for Financial Case indexed source
    Version 4.5.0 - April 2026
    • Updated:
      • FSO now uses the native CSM Case Type Selector with Agent and User Criteria support, replacing custom extension logic and legacy components to reduce maintenance overhead and standardize case type handling across all user types.
      • Updated translations for the store app, making the application accessible in more languages and improving the experience for users in different regions.
    Version 4.4.0 - March 2026
    Updated: Updated the read-only option to 'Strict Read Only' for read-only fields
    Version 4.2.2 - December 2025
    Fixed: Playbook Engine Configuration: Disabled Process Automation Designer (PAD) engine for the Personal Auto Claim playbook to resolve processing issues and improve playbook execution reliability.
    Version 4.2.1 - August 2025
    Changed: Included additional translations to support localization for Q4.
    Version 4.1.4 - May 2025
    Fixed: Minor accessibility issues.
    Version 4.1.3 - February 2025
    • Removed:
      • Removed 'Insured Property' from the Property Incident table.
      • Removed 'Claim fraud decision', 'Claim validation decision', and 'SIU review' from Personal Claim Base table.
    Version 3.4.1 - November 2024
    • New:
      • Added "sn_ins_claim_pers.flow_executor"(Flow Executor role) which is going to be used to run all flows/subflows. It contains the "sn_bom.flow_executor" and "sn_ins_claim_pers.manager" roles.
      • New script include "FinancialSandboxUtil" which is sandbox enabled has been added.
      • UX page properties have been added to the claim summary page.
      • Added UX client scripts(property_description/text) on Claim Summary Page.
      • Added UX client scripts(property_description/text) on Claim Personal Property Incident Workspace.
    • Changed:
      • Flows and sub-flows have been updated to run as Flow executor instead of System user:
        • Personal Adjuster Task Form With Wait Condition.
        • Personal auto claims document rules.
        • Update claim case on SIU task updates.
        • Claim work notes - updates for settlement.
        • Claims Instruction list.
        • Generate Policy Snapshot for Personal Auto.
        • Personal claim policy case - PB activity.
        • Claim triage decision.
        • Update personal auto claim case.
        • Claim fraud decision.
      • AutoClaimAdjusterTaskAjax, AutoIncidentDAO, AutoClaimTaskDAO, ClaimProfileExtensionPointImpl has been made as Sandbox enabled as false.
    • Removed:
      • Removed UX client scripts(property_description/label) on Claim Summary Page.
      • Removed UX client script(heading_1/label) on Claim Personal Property Incident Workspace.
      • Removed contributor viewer role from processor and adjuster.
    Version 3.3.0 - August 2024
    • New: Added extension point so that we can use the new fields under claim profile
    • Removed: Removed header component from existing landing pages
    Version 3.2.1 - June 2024
    Fixed 'My pending task' widget on claim manager landing page.
    Version 3.2.0 - May 2024
    • New: Migrated data from FSO service category (sn_bom_service_definition_category) table to CSM service category(sn_csm_case_types_service_category) and relationship tables
    • Changed: Modified configuration for localization support
    • Fixed: Fixed issues on the Manager landing page
    Version 3.1.0 - February 2024
    • Changed:
      • Upgraded snc-app-parent version to 5.1.0.16
      • Modified configuration for localization support
    Version 2.0.1 - December 2023 (Vancouver)
    • New: Added FRISSObjectExtensionPoint extension to get claim objects.
    • Removed: Removed the sn_ins_claim_cml.auto_property_user role.
    Version 2.0.0 - November 2023
    • New:
      • Added new table Property Incident
      • Added new activity claim Injury in Personal auto claim case playbook
      • Added new action and subflow to trigger adapter flow via spoke selector.
      • Added new flow to create policy snapshot when case is created
      • Added archive rule for Personal auto claim case table
    • Changed:
      • Moved product model demo data from 'sn_bom_ins_policy_model' table to 'sn_ent_b2c_ins_policy_model' table
      • Moved the Insurance policy and Incident date field to the details section from the incident details section
    Version 1.3.0 - August 2023

    Business features addressed as part of this release:

    • Introduced new UX experience for claims adjusters using Claims Workspace view
    • Introduced new claim summary page for claims users
    • Updated fraud score view experience by introducing a new Fraud score page for claims users

    Specific modifications to the application are as follows:

    • New
      • Added 'Settle claim' UI action on adjuster task
      • Added UX page properties for claim summary & adjuster task record page
      • Added 'summary_page_read' role to auto processor role
    • Changed
      • Deactivated personal auto adjuster playbook
      • Updated claim case & adjuster task form views
    • Removed
      • Removed 'sn_bom.service_viewer' role from FNOL & adjuster roles
      • Removed 'sn_ins_claim_pers.auto_viewer' role from write ACL on adjuster task
    Version 1.2.0 - May 2023
    New:
    • Added UX page properties for the Agent Assist on Voltron record page.
    • Added role fraud_score_reader to processor and adjuster.
    • Added UI action to generate fraud score if FRISS is installed.
    • Added localization changes.
    Version 1.1.1 - March 2023
    Fixed: Fixed the processor's permission to be able to add or edit claim coverages, claim properties, and claim participants.
    Version 1.1.0 - February 2023
    • New:
      • Added Agent Assist feature for personal lines claim
      • Added personal claim processor role to the personal lines claim adjuster
      • Added "Add Task" button to create adhoc tasks
      • Added Ribbon and Header component for claim task
      • Added Dynamic Related Record task component in the right contextual panel commercial case and adjuster task
      • Added new state for adjuster task
      • Added access to Processor persona on claim case, during claim validation stage
      • Added auomatic posting of work notes on case at different points of the claim case resolution process like approval of reserves/payments and claim settlement
    • Changed:
      • Made the Short Description field for claim task as mandatory
      • Made the priority field editable for claim case
      • Modified landing page for adjuster, processor,manager
      • Modified ordering of UI actions
    Version 1.0.0 - November 2022
    • Personal Lines Claims empowers carriers to digitize any personal claims process end-to-end. Eliminate paper files and update claims in real time, with the ability to work from anywhere.
    • Automate the transfer of documents, data, payment, and approval requests with seamless work orchestration. Increase efficiencies and improve customer satisfaction with frictionless experiences.