Components installed with Personal Lines Claims

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    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 that streamline processes and enhance service delivery in the insurance domain.

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    Key Features

    • Plugins Installed:
      • Customer Service: Extends customer service tables into financial services operations.
      • Financial Services Operations Core: Manages customer data for policy service requests.
      • Insurance Special Investigations: Routes fraud investigation requests to SIU agents.
      • Document Processor: Manages document services in insurance policy cases.
      • Playbooks for Customer Service Management: Visualizes business process workflows for consistent responses.
    • Roles Installed:
      • Personal Lines Claims Admin: Configures the application and manages cases and tasks.
      • Personal Lines Claims Manager: Views dashboards and optimizes processes.
      • Personal Lines Claims Adjuster: Evaluates and settles claims based on assigned tasks.
      • Personal Lines Claims Processor: Submits claim details and interacts with cases.
      • Insurance Special Investigations Admin: Manages special investigations and their roles.
    • Tables Installed:
      • Personal Auto Claim Case: Stores information about personal claims.
      • Personal Auto Claim Task: Information on all tasks related to personal claims.
      • Personal Claim Base: Extends the Claim Base table.
      • Property Incident: Details of incidents related to personal claims.
      • Insurance Special Investigations SIU Task: Manages tasks related to the Special Investigation Unit.

    Key Outcomes

    By utilizing the components installed with the Personal Lines Claims application, ServiceNow customers can expect enhanced claim management processes, improved fraud investigation capabilities, and streamlined workflows. This ultimately leads to better customer service and a more efficient handling of insurance claims and policies.

    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 110319b85caaf2e37e14ae65d0bf1e3cf4530756.dita.
    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 Integrate with Financial Services 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.