--- sourceDocument: Australia Financial Services Operations sourceDocumentLink: https://www.servicenow.com/docs/r/australia/financial-services-operations Release : - australia ft:locale : - en-US ft:publication_title : - Australia Financial Services Operations ft:clusterId : - finso bundleId : - finso workflow : - Customer and Industry --- # Use # Managing Individual Life Claims {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 Managing Individual Life Claims The Individual Life Claims application in ServiceNow enables various insurance roles to create, investigate, and manage life insurance claims, from the First Notice of Loss (FNOL) through to claim closure. This application supports a death benefit claim workflow that allows adjusters to handle multiple policy claims within a single case, streamlining the claims process. Show full answer Show less ## Workspace The application leverages Workspace to facilitate efficient claim management. Workspace allows users to monitor workloads, prioritize tasks, navigate across claim activities, and manage multiple policies within a claim case. It provides a centralized environment tailored to the needs of different claim roles. ## Roles and Responsibilities * **Claims Admin:** Configures the Workspace to meet business requirements, ensuring the application aligns with organizational processes. * **Claims Manager:** Approves reserves and payment requests, accesses analytics dashboards, and manages claims through the claim workspace and FNOL playbook. * **FNOL Representative:** Initiates claim cases on behalf of customers and uploads relevant documents during the FNOL process. * **Adjuster:** Reviews claim documents, coverages, reserves, and payments within the claim workspace and accesses the FNOL playbook to evaluate claims. * **Claims Viewer:** Views detailed claim information including deceased and beneficiary details, supporting transparency and oversight. ## Claim Participants Claims can involve various participants, including policy entities or third parties. The insurance processor adds participants during the FNOL activity and assigns roles such as reporter or witness. Participant information is stored in core Insurance Claims tables: * **Claim Participant table \[sninsclaimprofile\]:** Stores details of all individuals or entities involved in the claim process. * **Participant Role table \[sninsclaimparticipant\]:** Records the specific role each participant has within the claim, such as injured or insured. This structured participant management ensures accurate tracking and role assignment throughout the lifecycle of an individual life claim. Learn which roles use the Individual Life Claims application to create, investigate, and manage an insurance claim from the first notice of loss (FNOL) to the claim closure. The Individual Life Claims application includes a death benefit claim workflow that enables your adjusters to work on multiple policy claims from a single case. FNOL representatives can submit claim requests, while adjusters can work on the cases for the individual life claims. ## Workspace {#using-individual-life-claims__section_zxt_tqc_mbc} Use Workspace to work on all aspects of an individual life claim case. Users with these roles can do the following tasks: * Monitor the workload and performance * Focus on high-priority items * Navigate across tasks * Manage multiple policies in a claim {#using-individual-life-claims__ul_phx_pgq_4bc} For more information, see [Workspaces](https://www.servicenow.com/docs/NryK2tWV2KEkCfpLGSA7Hw "The Financial Services Operations (FSO) workspace provides a single location for agents to process cases and tasks. Agents can use it to respond to all task types, view the full context of an issue, and get relevant recommendations to resolve issues."). The following table shows which workspace users can use the Individual Life Claims application in. {#using-individual-life-claims__table_qkp_c3q_4bc__entry__2} | Role | Description | |-|-| | Claims admin | Configures workspace according to the business requirements. For more information, see [Configure Individual Life Claims](https://www.servicenow.com/docs/VMaBZAKCy2WS8F9tFuDOSg "Configure the components that are installed with the Individual Life Claims application to meet your organization's claims requirements. Examples include long-term care, disability, or critical illness.") and [Configure CSM Configurable Workspace](https://www.servicenow.com/docs/U0~GkxewdpJrO0bn2vLs9w "Review the CSM Configurable Workspace available with Financial Services Operations applications to see if it meets your business needs. You can customize its components, if needed."). | | Claims manager | Approves the reserve and payment requests, and views the analytics dashboards. Can also access the claim workspace tab in a case and the FNOL playbook. | | FNOL representative | Creates the claim cases on behalf of customers, and uploads the relevant documents in the FNOL playbook. | | Adjuster | Evaluates a claim by reviewing the claim documents, coverages, reserves, and payments in the case's claim workspace tab. Can also access the FNOL playbook. | | Claims viewer | Views the claim details, deceased details, and beneficiary details. | [Table 1. Workspace users for Individual Life Claims] {#using-individual-life-claims__table_qkp_c3q_4bc} ## Claim participants {#using-individual-life-claims__id_pxt_wjj_qhc} You can add any person or company as a participant for a claim. The participant can be an entity in the policy or a third-party. The insurance processor adds participants to a claim during the First Notice of Loss activity, and can assign them a role (such as reporter or witness). FSO insurance applications store claim contact information in the following Insurance Claims Core tables: * The Claim Participant table \[sn_ins_claim_profile\] stores details about all participants involved in the claims process. * The Participant Role table \[sn_ins_claim_participant\] stores information on the participant's role in the claim (such as if they are the injured or insured). {#using-individual-life-claims__ul_kyn_xwg_phc} For more information, see [Insurance Claims Core tables](https://www.servicenow.com/docs/owJ~g6CbxgYJuX41BBJfng "This section explains the insurance tables in Insurance Claims Core and how they handle insurance data.").