Domain separation and Insurance claims
Summarize
Summary of Domain separation and Insurance claims
Domain separation in Insurance claims enables ServiceNow customers to logically segregate data, processes, and administrative tasks within the application. This separation enhances control over data visibility and access by defining distinct domains for different tenants or service providers. It supports key insurance claim workflows while ensuring data integrity and privacy across multiple tenants within a single instance.
Show less
Key Features
- Domain Separation Scope: Applies to data, user interface, cache keys, reporting, rollups, and aggregations to ensure comprehensive isolation.
- Supported Tables: Important claim-related tables such as Claim Case, Claim Task, Claim Adjuster Task, Incident Configuration, Itemized Loss/Expense, and various policy and incident tables are domain-separated.
- Integration with Customer Service Management (CSM): Utilizes domain-separated CSM reference tables like Consumer, Account, and Contact to maintain consistent separation across customer data.
- Runtime Support: The application supports domain separation dynamically at runtime, allowing seamless multi-tenant operations.
- Support Level: Basic support level for domain separation, ensuring foundational tenant isolation aligned with ServiceNow’s domain framework.
Use Cases
- Case Intake: Intake agents collect initial claim information such as incident descriptions and itemized losses, then create claim cases for specialists to review, all within tenant-specific domains.
- Claims Analysis: Claims specialists access domain-separated claims through their workspace dashboards to review policies, request additional documentation, manage reserve funds, and make approval or denial decisions securely within their domain.
- Service Provider Scenarios: Enables scenarios like chat interactions where a service provider responds to a tenant-customer, ensuring that only authorized users within the domain can view the communication.
Practical Implications for ServiceNow Customers
By leveraging domain separation in Insurance claims, customers can confidently manage multiple tenants or service providers within a single ServiceNow instance. This ensures data privacy, operational efficiency, and clear administrative boundaries. Customers should configure their instance owner settings correctly to enable domain separation and align business logic to route data appropriately. Understanding which tables are domain-separated helps in designing integrations and workflows that respect data isolation requirements.
Domain separation is supported for Insurance claims. 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 Insurance 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
- Claim Case [sn_ins_gen_claim_case]
- Claim Task [sn_ins_gen_claim_task]
- Claim Adjuster Task [sn_ins_gen_claim_adj_task]
- Claim Incident Configuration [sn_ins_claim_incident_config]
- Itemized Loss/Expense [sn_ins_claim_incident_item]
- Baggage Incident [sn_ins_claim_baggage]
- Trip Incident [sn_ins_claim_trip]
- Personal Travel Policy [sn_bom_pt_ins_policy]
- Commercial Travel Policy [sn_bom_ct_ins_policy]
Use cases
- Case Intake
-
The first notice of loss (FNOL) intake agents can intake information for an insurance claim 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. This can include a description of the incident, itemized losses, 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 claimant.
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.