Components installed with Commercial Lines Claims

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

    The Commercial Lines Claims application, activated via thesninsclaimcmlplugin, installs multiple components including plugins, tables, and user roles. These components collectively enable efficient management of commercial auto insurance claims, including case handling, task management, and integration with related insurance and customer service functions.

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    Plugins Installed

    • Customer Service [com.sncustomerservice]: Supports extension of Customer Service Management tables into Financial Services Operations, facilitating integrated customer and claims management.

    Store Applications Installed

    • Financial Services Operations Core: Stores essential customer data for policy service requests.
    • Insurance Special Investigations: Enables routing of fraud investigation requests to SIU agents through workflows integrated with adjusters managing claim cases.
    • Document Processor: Manages document service tasks relevant to insurance policy service cases.
    • Playbooks for Customer Service Management: Provides visual, task-oriented business process workflows to ensure consistent handling of common scenarios.

    Roles Installed

    The application installs several roles to control access and responsibilities within Commercial Lines Claims and related investigations:

    • Commercial Lines Claims admin: Full administrative privileges including configuration, service definition management, and case/task deletion.
    • Commercial Lines Claims manager: Dashboard viewing and process mining capabilities.
    • Commercial Lines Claims adjuster: Handles claim evaluation, status viewing, and task creation/editing.
    • Commercial Lines Claims processor: Manages claim submissions, task editing, case closure, and interaction records.
    • Commercial Lines Claims viewer: Read-only access to claim cases and related data.
    • Commercial Lines Claims FNOL representative: Creates and tracks commercial claim cases for assigned policies.
    • Insurance Special Investigations admin: Administrative control over SIU cases and roles configuration.
    • Insurance Special Investigations agent: Performs evaluations on SIU tasks associated with claims.
    • Insurance Special Investigations viewer: Read-only access to special investigation cases and data.

    Tables Installed

    The application installs key tables to store commercial claims data and support related processes:

    • Commercial Auto Claim Case [sninsclaimcmlautoservice]: Stores commercial claim case information, extending a common claim base table.
    • Commercial Auto Claim Task [sninsclaimcmlautotask]: Tracks all tasks related to commercial claims cases.
    • Commercial Auto Claim Adjuster Task [sninsclaimcmlautoadjtask]: Contains tasks specific to the adjuster role.
    • Commercial Claim Base [sninsclaimcmlbase]: Extends the broader Claim Base table to support commercial lines.
    • Property Incident [sninsclaimcmlautoincident]: Stores property incident details related to commercial claims, extending Insurance Claims Core tables.
    • SIU Task [sninssiutask]: Stores tasks related to Special Investigation Unit activities within claims.

    Practical Impact for ServiceNow Customers

    By activating the Commercial Lines Claims plugin, customers gain a comprehensive framework tailored for managing commercial auto insurance claims with integrated workflows, investigations, and customer service data. The installed roles enable precise access control aligned with business functions, while the tables support structured data capture and task management. These components facilitate streamlined claims handling, fraud investigation integration, and consistent process execution.

    Several types of components are installed with activation of the sn_ins_claim_cml plugin, including plugins, tables, and user roles.

    Plugins installed

    Table 1. Plugins installed with the Commercial 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 Commercial 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 Commercial Lines Claims application
    Role title [name] Description Contains roles
    Commercial Lines Claims
    Commercial Lines Claims admin

    [sn_ins_claim_cml.admin]
    • Grant Commercial Lines Claims roles
    • Delete Commercial Lines Claims cases and tasks
    • Configure Commercial Lines Claims application
    • Create and modify Commercial Lines Claims service definitions
    • Has read, write, and create access to Commercial Lines Claims policy or case data
    • decision_table_admin
    • sn_bom.service_definition_admin
    • sn_ins_claim_cml.admin
    • sn_ins_claim_cml.auto_processor
    • sn_ins_siu.viewer
    • sn_doc_processor.admin
    • sn_ins_claim_cml.auto_adjuster
    Commercial Lines Claims manager

    [sn_ins_claim_cml.manager]
    • View the Commercial Lines Claims dashboard
    • Use Process Mining for Commercial Lines Claims processes
    • sn_ins_claim_cml.auto_adjuster
    • sn_ins_claim_cml.auto_processor
    • pa_viewer
    Commercial Lines Claims adjuster

    [sn_ins_claim_cml.auto_adjuster]
    • Evaluates the commercial auto claim details based on assigned adjuster tasks, and settles claims
    • Views the status of commercial auto claim cases
    • Creates and edits ad-hoc tasks
    • sn_customerservice.case_contributor_viewer
    • sn_doc_processor.agent
    • sn_bom.adjuster
    • sn_ins_claim_cml.auto_processor
    • sn_sla_definition_read
    • sn_bom.viewer
    • sn_bom.ca_ins_policy_viewer
    • sn_customerservice.csm_workspace_user
    Commercial Lines Claims processor

    [sn_ins_claim_cml.auto_processor]
    • Submits commercial auto claim details, and creates and edits ad-hoc tasks
    • Views the status of commercial auto claim cases
    • Closes a claim
    • Records interactions
    • sn_customerservice.case_contributor_viewer
    • sn_ins_claim.payment_reader
    • sn_ins_claim.reserve_reader
    • sn_ins_claim.fraud_score_reader
    • sn_ins_claim.property_writer
    • sn_bom.ca_ins_policy_viewer
    • sn_ins_claim.coverage_writer
    • sn_ins_claim.summary_page_read
    • sn_bom.b2b_agent
    • sn_ins_claim.participant_writer
    • sn_ins_claim.policy_snapshot_reader
    • sn_ins_claim.profile_writer
    • sn_ins_claim.injury_writer
    Commercial Lines Claims viewer

    [sn_ins_claim_cml.auto_viewer]

    		 View commercial auto claim cases and related data.
    • sn_bom.ref_data_viewer
    • sn_bom.service_definition_read
    • sn_bom.account_data_viewer
    • sn_bom.ca_ins_policy_viewer
    Commercial Lines Claims FNOL representative

    [sn_ins_claim_cml.fnol_representative]

    		 Create and track commercial claim cases for policies managed by them.
    • sn_customerservice.case_contributor_viewer
    • sn_sla_definition_read
    • sn_bom.account_data_viewer
    • sn_customerservice.consumer_contributor
    • sn_bom.ca_ins_policy_viewer
    • 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 Commercial Lines Claims application
    Table Description
    Commercial Lines Claims

    Commercial Auto Claim Case

    [sn_ins_claim_cml_auto_service]

    		 Stores information about commercial claim cases. This table extends the Commercial Claim Base [sn_ins_claim_cml_base] table.
    Commercial Auto Claim Task

    [sn_ins_claim_cml_auto_task]

    		 Stores information about all commercial claims tasks for all commercial claims cases.
    Commercial Auto Claim Adjuster Task

    [sn_ins_claim_cml_auto_adj_task]

    		 Stores information about tasks related to the adjuster persona for commercial claims.
    Commercial Claim Base

    sn_ins_claim_cml_base

    		 Extends the Claim Base [sn_bom_claim_base] table.
    Property Incident

    [sn_ins_claim_cml_auto_incident]

    		 Stores information about property incident details for commercial 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 auto cases.