Components installed with Personal Lines Claims

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Components installed with Personal Lines Claims

    Activating thesninsclaimpersplugin installs several key components critical for managing Personal Lines Claims within ServiceNow. These components include additional plugins, store applications, user roles, and specialized tables that together support the full lifecycle of personal auto insurance claims and fraud investigations.

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    Plugins installed

    The installation includes essential plugins such as:

    • Customer Service [com.sncustomerservice]: Enables extension of Customer Service Management tables into Financial Services Operations applications, facilitating integrated case management.

    Store applications installed

    Several store applications are installed to support various functions:

    • Financial Services Operations Core: Manages customer data required for policy service requests.
    • Insurance Special Investigations: Routes fraud investigation requests to SIU agents via workflows initiated by adjusters in Personal Lines Claims.
    • Document Processor: Manages document service tasks related to insurance policy service cases.
    • Playbooks for Customer Service Management: Provides task-oriented views of business process workflows to ensure standardized responses.

    Roles installed

    Multiple roles are configured to support different user personas and permissions within the Personal Lines Claims application:

    • Personal Lines Claims admin: Full configuration rights including deletion, creation, and modification of claims data and service definitions.
    • Personal Lines Claims manager: Access to dashboards and process mining tools for claims oversight.
    • Personal Lines Claims adjuster: Evaluates and settles personal auto claims, manages ad-hoc tasks, and views case status.
    • Personal Lines Claims processor: Submits claim details, manages tasks and interactions, and closes claims.
    • Personal Lines Claims viewer: Read-only access to claim cases and related data.
    • Personal Lines Claims FNOL representative: Creates and tracks new personal claim cases.
    • Insurance Special Investigations admin, agent, and viewer: Roles for managing, evaluating, and viewing fraud investigation cases and tasks.

    Tables installed

    New tables extend existing insurance claim structures to capture detailed personal lines claims data:

    • Personal Auto Claim Case [sninsclaimpersautoservice]: Stores personal claim case information, extending the Personal Claim Base table.
    • Personal Auto Claim Task [sninsclaimpersautotask]: Contains all personal claim tasks for cases.
    • Personal Auto Claim Adjuster Task [sninsclaimpersautoadjtask]: Holds tasks specific to the adjuster role.
    • Personal Claim Base [sninsclaimpersbase]: Extends the Claim Base table to support personal claim data.
    • Property Incident [sninsclaimpersautoincident]: Stores property incident details, extending Insurance Claims Core tables.
    • SIU Task [sninssiutask]: Tracks tasks related to Special Investigation Unit activities for claims.

    Practical Impact for ServiceNow Customers

    By activating the Personal Lines Claims plugin, customers gain a comprehensive framework to manage personal auto insurance claims and related fraud investigations within ServiceNow. The installed components enable streamlined claims processing, role-based access control, fraud investigation workflows, and integration with Financial Services Operations data. This setup enhances operational efficiency, ensures compliance through defined roles and permissions, and supports consistent handling of claims and investigations.

    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 .
    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.