Setting up the policy data for Insurance claims

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Setting up the policy data for Insurance claims

    This guide explains how to set up policy data within the ServiceNow Insurance Claims application. Customers can either import insurance policy data into their instance or reference policy data through remote tables connected to an external policy management system. Proper setup ensures accurate and up-to-date policy information is available when creating and processing insurance claims.

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    Importing Policy Data

    If your insurance policy data resides in an external system, you should import the latest policies for all customers into your ServiceNow instance and synchronize daily to maintain current records. During claim creation, the system generates a policy snapshot based on the latest data, ensuring claims reflect the correct policy details as of the incident date. Importing historical policy coverages is also supported if they apply to the claim's incident date.

    Foundational Claims Data

    Before creating claims, it is critical to import foundational claims data into your instance, including:

    • Insurance product models
    • Consumers, accounts, and contacts
    • Basic insurance policy details such as policy holders, participants, effective dates, and policy status

    This foundational data forms the backbone for accurate claims processing and allows dynamic retrieval of coverages based on the incident date, providing flexibility without sacrificing data integrity.

    Using Remote Tables

    For organizations with existing policy management systems, ServiceNow supports using APIs and remote tables to search and select policies during claim intake without importing all data. When a policy is selected, a local policy record is created to associate it with the claim. Guidance on setting up remote table integrations is available in the Developer Guide.

    Setting up New Policy Data

    To define and manage your insurance products and policies within ServiceNow, you should:

    • Define insurance product models reflecting your available products
    • Specify coverage details and options for those products
    • Create tables to store personal and commercial insurance policies

    This setup optimizes policy data management and supports seamless claims processing.

    Set up the policy data for the Insurance claims application by importing the policy data into your instance, or by using remote tables to reference the policy data.

    Importing the policy data

    If you store your insurance policy data in an external system, you should bring in the latest insurance policies for all your customers from that system into your instance. Synchronize the latest insurance policies from the external system daily.

    The base system, by default, uses the latest insurance policy records that are available. It generates a policy snapshot using this data during the claim creation process. For more information, see Policy snapshots in Insurance claims.

    You may bring in past policy coverages or any other past policy data if those policies apply on the incident date of a claim. If you want to create a claim against these policies, you must have the foundational claims data available to select the correct policy. For more information about the foundational claims data, see the next section.

    Foundational claims data

    When you're bringing in policy coverages or any other policy components, you should import the following key information into your ServiceNow instance before you create any claims:
    • Insurance product models
    • Consumers
    • Accounts
    • Contacts
    • Basic insurance policy information, such as the following details:
      • Policy holder
      • Policy participants
      • Effective dates
      • Policy status

    This foundational data is essential for ensuring that claims are created with accurate and up-to-date policy details. The insurance product model and basic policy information act as the backbone for claims processing, while coverages can be retrieved dynamically based on the incident date when necessary. This approach ensures flexibility without sacrificing critical information during claim creation.

    Using remote tables to search for policies

    If you already have an existing policy management system, you can use an API and remote tables to search for policies when you’re selecting a policy during intake. When a policy is selected, you can create a policy record to associate the policy to the claim.

    For more information about the remote data options or how to set up a remote table integration, see the following topics in the Developer Guide:

    Setting up the new policy data

    For more information about defining the product models for your insurance products, defining the coverage specifications and options, or creating tables to store your policies, see the following topics: