Domain separation and Individual Life Claims
Summarize
Summary of Domain separation and Individual Life Claims
The Individual Life Claims application supports domain separation, a feature that enables the segregation of data, processes, and administrative tasks into distinct logical groupings known as domains. This control mechanism allows you to manage user access and visibility of data effectively, ensuring that information is properly isolated for multiple tenants or service providers within the same ServiceNow instance.
Show less
This capability is essential for service providers who manage claims across different customers or tenants, providing confidentiality and operational efficiency by separating workloads and data access.
Key Features
- Data and Process Separation: Domain separation applies at runtime and extends to the user interface, cache keys, reporting, rollups, and aggregations.
- Integration with Customer Service Management (CSM): The application leverages domain-separated CSM tables such as Consumer, Account, and Contact to maintain data integrity across domains.
- Domain-Separated Tables: All new tables specific to Individual Life Claims, including death case and task tables, are domain-separated to support multi-tenant use cases.
- Support Level: The application currently supports domain separation at a Basic level, ensuring fundamental isolation and control.
- Multi-Tenant Configuration: The instance owner must configure the application to operate across multiple domains to enable this functionality.
Practical Use Cases
- Case Intake: First-notice-of-loss (FNOL) intake agents capture initial claim details and supporting documentation from the customer, then create claim cases for specialists. Domain separation ensures these records are segregated per tenant.
- Claims Analysis: Claims specialists access claims through their workspace dashboards, review policy details, request additional documentation, and manage reserves. They can approve or deny claims while maintaining domain-specific data separation and visibility.
- Service Provider Interaction: For example, when a service provider responds via chat, the tenant-customer can only see responses relevant to their domain, preserving privacy and clarity.
Implementation Notes
Domain separation requires deliberate setup by the instance owner to ensure proper operation across multiple tenants. Although some ServiceNow features may function without full domain framework use, leveraging domain separation provides clearer data boundaries and enhanced security for multi-tenant environments.
This approach is critical for enterprises managing individual life claims across diverse customers or service providers, maintaining compliance and streamlined workflows.
Domain separation is supported for the Individual Life Claims application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Support level: Basic
- Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
- The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
- The owner of the instance must set up the application to function across multiple tenants.
Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.
For more information on support levels, see Application support for domain separation.
How domain separation works in Individual Life Claims
All FSO integrations applications are built on top of and use many Customer Service Management (CSM) tables. The key reference tables are the customer tables such as Consumer, Account, and Contact, and these tables are domain-separated.
Tables
- sn_ins_claim_indl_death_case
- sn_ins_claim_indl_death_task
- sn_ins_claim_indl_rel_death_case
Use cases
- Case Intake
-
The First-notice-of-loss (FNOL) intake agents can intake information for a life insurance claim (or similar product) on behalf of a customer.
When the customer calls to file a claim, the intake agent gathers important information that is related to the claim, such as a description of the loss of life incident and any supporting documentation.
After collecting the initial details, they open a claim case for a claims specialist to work on.
- Claims Analysis
-
A claims specialist works on a claim that they receive through the workspace dashboard.
The specialist reviews the policy details. If necessary, they can request and review the additional information or documentation from the beneficiaries.
The specialist sets the reserve funds, modifies the coverage exposures and reserve funds over time, and can also view all activity that is associated with handling the claim.
The specialist can also make claim approval or denial decisions based on the available evidence.