Components installed with Personal Lines Claims

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Components Installed with Personal Lines Claims

    The Personal Lines Claims application, activated through the sninsclaimpers plugin, installs several key components, including plugins, store applications, and user roles, which are essential for managing personal claims efficiently.

    Show full answer Show less

    Key Features

    • Plugins:
      • Customer Service: Extends tables from Customer Service Management to Financial Services Operations.
    • Store Applications:
      • Financial Services Operations Core: Manages customer data for policy service requests.
      • Insurance Special Investigations: Routes fraud investigation requests to SIU agents through workflows.
      • Document Processor: Manages document services tasks for insurance policy cases.
      • Playbooks for Customer Service Management: Visualizes business workflows for consistent responses.
    • Roles: Multiple roles are defined to manage access and responsibilities within the application.
      • Personal Lines Claims Admin: Configures the application and manages cases.
      • Personal Lines Claims Manager: Oversees processes and utilizes Process Mining.
      • Personal Lines Claims Adjuster: Handles claim evaluations and related tasks.
      • Personal Lines Claims Processor: Submits claims and records interactions.
      • Personal Lines Claims Viewer: Views claim cases and data.
      • Insurance Special Investigations Roles: Manage investigations and submissions.
    • Tables:
      • Personal Auto Claim Case: Stores information about personal claims.
      • Personal Auto Claim Task: Contains all tasks related to personal claims.
      • Personal Claim Base: Extends base claim information.
      • Property Incident: Stores details about property incidents related to claims.
      • SIU Task: Manages tasks for the Special Investigation Unit.

    Key Outcomes

    By utilizing the Personal Lines Claims application, ServiceNow customers can streamline claims processing, enhance fraud investigation workflows, and maintain consistent customer service, all while ensuring comprehensive management of claims data and tasks. This leads to improved operational efficiency and better service delivery in personal lines insurance claims.

    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, seeFinancial Services Operations Core.
    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 Integrating with 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.