---
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


---

# Manage an Individual Life Claims case

# Manage an Individual Life Claims case {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Review claims in a case to verify the documents, evaluate the claim coverages, determine the claim payment details, and approve the settlement for a claim.

## Before you begin

Role required: sn_ins_claim_indl.dbn_adjuster

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Open a claim from either the adjuster landing page or from the individual death claims list.

   | Option | Steps |
   | From the adjuster landing page | Open a claim that is assigned to you by selecting the Number link in the My active cases section. |
   | From the Individual death claims list | 1. Select the lists icon (![Lists icon.]()). 2. On the Lists tab, under Individual death claims, select All. 3. In the list, select the claim that you want to open. {#individual-life-claim-adjuster-tasks__ol_y3p_zc5_pbc} |
   |-|-|

   {#individual-life-claim-adjuster-tasks__choicetable_r5p_qc5_pbc}
3. Complete the actions in the claim workspace.

   | Claim task | Claim workspace actions |
   | To verify a document | 1. In the Tasks section, open the Document Verification task. 2. Select Verify to verify the documents, or select Reject to reject the submitted documents. {#individual-life-claim-adjuster-tasks__ol_yxr_5qn_bcc} |
   | To add claim coverage | 1. Expand a related death claim record by selecting the down arrow (). 2. Select Add coverage. 3. In the Claim coverage field, search for the claim coverage. 4. Select Save. {#individual-life-claim-adjuster-tasks__ol_hcv_g25_pbc} |
   | To add a reserve or payment | 1. Expand a related death claim record by selecting the down arrow (). 2. In Coverages, select one for the respective policy: * Add reserve * Add payment {#individual-life-claim-adjuster-tasks__ul_smw_425_pbc} 3. Fill in the required fields. 4. Create the record by selecting Save. 5. Review the details, and then select Submit. {#individual-life-claim-adjuster-tasks__ol_l5g_425_pbc} |
   | To add an ad-hoc claim task | 1. In the Tasks list, select Add claim task. 2. Fill in the required fields. 3. Select Save. {#individual-life-claim-adjuster-tasks__ol_ix4_s25_pbc} |
   | To submit a reserve or payment amount for approval | If the reserve or payment amount is above your approval threshold, an approval task is created and assigned to your manager when you submit the amount. |
   | To submit a claim settlement decision | 1. Expand a related death claim record by selecting the down arrow (). 2. Select Settle claim. * Approve the claim and send for fulfillment by selecting Approve claim. * Choose Deny claim to reject the settlement. {#individual-life-claim-adjuster-tasks__ul_hkq_df5_pbc} 3. Enter comments for the settlement decision. 4. Select Submit. {#individual-life-claim-adjuster-tasks__ol_svp_cf5_pbc} |
   |-|-|

   {#individual-life-claim-adjuster-tasks__choicetable_k4k_hd5_pbc}
4. **Optional:** Within a case, in the Work notes field, enter any comments that are related to your findings.  
   The manually posted comments and system-generated work notes are added to the activity stream for the task and claim case.

## Result

* When you accept the task, the task status is set to Work in progress.
* When you submit a reserve or payment amount within your authorization limit, it's auto-approved.
* If a claim validation is rejected for all policies, the claim case closes with a case status of Closed rejected. System-generated work notes about the rejection are automatically added to the activity stream for the task and claim case.
* If you settle the claim, the claim case automatically closes, with the case status set as Closed complete.
{#individual-life-claim-adjuster-tasks__ul_y31_dg5_pbc}

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