Domain separation and Individual Life Claims

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Domain separation and Individual Life Claims

    The Individual Life Claims application supportsdomain separation, allowing ServiceNow customers to logically segregate data, processes, and administrative tasks into distinct domains. This capability helps control user access to data and ensures that information is properly isolated according to service provider and tenant requirements. Domain separation is supported at runtime and encompasses user interface isolation, cache key management, reporting, rollups, and aggregations.

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    Instance owners are responsible for configuring the application to operate across multiple tenants, making it suitable for service providers managing multiple customer domains.

    Key Features

    • Domain-Separated Tables: All new tables in Individual Life Claims—including claim cases, tasks, and related death cases—are domain-separated to maintain data isolation.
    • Integration with Customer Service Management (CSM): The application leverages domain-separated CSM customer tables like Consumer, Account, and Contact, ensuring consistent domain enforcement across related data.
    • Support for Service Provider Use Cases: Enables scenarios such as secure communication where a service provider can respond to tenant-customer messages while preserving domain boundaries.

    Use Cases

    • Case Intake: First-notice-of-loss (FNOL) intake agents collect claim information and open cases on behalf of customers, ensuring data is stored in the correct domain.
    • Claims Analysis: Claims specialists access and manage claims relevant to their domain, review policies, request additional documentation, adjust reserves and coverage, and make approval or denial decisions while maintaining domain separation.

    Support Level and Considerations

    The application’s domain separation support level is classified as Basic. This means it supports essential domain separation features needed for service provider use cases but may not include advanced separation capabilities.

    ServiceNow platform features or applications integrated with Individual Life Claims might have varying levels of domain support (Basic, Standard, or Enhanced), impacting how well they support multi-tenant scenarios.

    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

    All new tables in Individual Life Claims are domain-separated:
    • 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.

    Note:
    Sometimes a ServiceNow® platform feature or application may be able to effectively support service provider use cases even though the domain framework is not being used. In this case, the application may be assigned Basic*, Standard*, or Enhanced* for its domain support level, and include detailed use cases. For example: Before the New York release, Service Catalog had no domain support. But the instance owner was able to configure separate catalogs and items for each customer in a domain-separated instance. This allowed Service Catalog to be used at a Standard support level. To learn more, see domain separation Application levels of support.