Components installed with Personal Lines Claims

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Components installed with Personal Lines Claims

    Activating thesninsclaimpersplugin installs a suite of components including plugins, tables, and user roles designed to support Personal Lines Claims management within ServiceNow. These components integrate with Financial Services Operations and enhance capabilities for managing claims, investigations, document processing, and customer service workflows.

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    Plugins Installed

    • Customer Service [com.sncustomerservice]: Enables extending Customer Service Management tables into Financial Services Operations applications, facilitating seamless data integration.

    Store Applications Installed

    • Financial Services Operations Core: Manages essential customer data for policy service requests.
    • Insurance Special Investigations: Routes fraud investigation requests via workflows involving SIU agents and adjusters within Personal Lines Claims.
    • Document Processor: Manages document service tasks related to insurance policy service cases.
    • Playbooks for Customer Service Management: Provides task-oriented business process visualization to ensure consistent handling of common situations.

    Roles Installed

    Roles provide granular access and capabilities tailored to different user responsibilities within Personal Lines Claims and Insurance Special Investigations:

    • Personal Lines Claims Admin: Full configuration rights, including deleting cases, managing service definitions, and accessing all claim data.
    • Personal Lines Claims Manager: Access to dashboards and process mining for claims management.
    • Personal Lines Claims Adjuster: Evaluates and settles personal auto claims, manages tasks, and views claim status.
    • Personal Lines Claims Processor: Submits claim details, manages tasks, closes claims, and records interactions.
    • Personal Lines Claims Viewer: Read-only access to personal auto claim cases and related data.
    • Personal Lines Claims FNOL Representative: Creates and tracks new personal claim cases for managed policies.
    • Insurance Special Investigations Admin: Full administration of SIU cases and configurations.
    • Insurance Special Investigations Agent: Submits evaluations on SIU tasks linked to claims.
    • Insurance Special Investigations Viewer: Read-only access to SIU cases and data.

    Tables Installed

    The application introduces tables specific to personal lines claims and investigations, extending core insurance claim structures:

    • Personal Auto Claim Case: Stores personal claim case details; extends the Personal Claim Base table.
    • Personal Auto Claim Task: Contains all tasks associated with personal claims cases.
    • Personal Auto Claim Adjuster Task: Focuses on adjuster-specific tasks within personal claims.
    • Personal Claim Base: Extends the core Claim Base table for personal claims.
    • Property Incident: Records property incident details; extends Insurance Claims Core property incident table.
    • SIU Task: Manages tasks for the Special Investigation Unit linked to claims.

    These components enable ServiceNow customers to efficiently manage personal auto claims, integrate fraud investigations, streamline document processing, and maintain clear role-based access controls, thereby enhancing operational effectiveness and compliance within insurance claims management.

    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, see Financial 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.