---
sourceDocument: Xanadu Financial Services Operations
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/financial-services-operations

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Submit a request for an internal claim

# Submit a request for an internal claim {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

As a front-office worker (branch employee or call center agent), you can submit a
claim request on behalf of a customer.

## Before you begin

Role required: sn_bom_payment.requestor

## About this task

Branch workers and customers can submit claim requests only for internal claims. For
information about external claims, see [Create a case for an external claim](https://servicenow-prod.fluidtopics.net/kAKWXIfy049XbrKN0w4WWA "As a claim agent, you can create a case for a refund request that comes from a third-party bank.").

Internal claims can also be created by inquiry agents if the investigation of an
internal payment inquiry case shows that it is a valid claim. For more information,
see [Create a claim for a payment inquiry case](https://servicenow-prod.fluidtopics.net/YsTQ~GmsB6ZfW~pv6kcqRw "Create a claim for an internal payment inquiry case when its investigation indicates that it's a valid claim and the customer is entitled to a refund.").

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Click the lists icon (![lists icon]()).
3. Create a claim from the customer record or an interaction record.

   | Option | Steps |
   | Create a claim from a consumer record | 1. In the Lists tab, under Customer, click Customers. 2. Click the customer that you want to create a claim for. {#submit-request-internal-claim__ol_zs2_gjh_gmb} |
   | Create a claim from a business account record | 1. In the Lists tab, under Customer, click Accounts. 2. Click the account that you want to create a claim for. {#submit-request-internal-claim__ol_att_2m1_s4b} |
   | Create a claim from an interaction record | 1. In the Lists tab, under Interactions, click My Interactions. 2. Click the interaction record that you want to create a claim from. {#submit-request-internal-claim__ol_m21_xnh_gmb} For information on how to create an interaction, see [Create an interaction](https://www.servicenow.com/docs/access?context=create-interactions&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US). |
   |-|-|

   {#submit-request-internal-claim__choicetable_z4t_j3h_gmb}
4. Click Create Payment Request.
5. From the Catalogs list, select Banking Services.
6. Under Categories, click Payment Service.
7. Click Claim -- Internal customer.
8. Fill in any information that is related to the request.
9. Click Submit.
{#submit-request-internal-claim__steps_xqq_2dk_hmb}

## Result

* A case is created for the claim in the New state. The case is then assigned to an assignment group or claim agent in the payment claim department. The assignment group or user to whom the case is assigned is based on the assignment rules.
* The customer gets a pre-configured email notification about the request submission.
{#submit-request-internal-claim__ul_v3c_df3_hmb}

## What to do next

* Click View Details to open the claim and view its details. You can also add additional information in the Comments field that can help the claim agent in resolving the case.
* A claim agent can start working on the claim.
{#submit-request-internal-claim__ul_nj5_nnp_gmb}

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