Submit a request for an internal claim

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • As a front-office worker (branch employee or call center agent), you can submit a claim request on behalf of a customer.

    Before you begin

    Role required: sn_bom_payment.requestor

    About this task

    Branch workers and customers can submit claim requests only for internal claims. For information about external claims, see Create a case for an external claim.

    Internal claims can also be created by inquiry agents if the investigation of an internal payment inquiry case shows that it is a valid claim. For more information, see Create a claim for a payment inquiry case.

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (lists icon).
    3. Create a claim from the customer record or an interaction record.
      OptionSteps
      Create a claim from a consumer record
      1. In the Lists tab, under Customer, click Customers.
      2. Click the customer that you want to create a claim for.
      Create a claim from a business account record
      1. In the Lists tab, under Customer, click Accounts.
      2. Click the account that you want to create a claim for.
      Create a claim from an interaction record
      1. In the Lists tab, under Interactions, click My Interactions.
      2. Click the interaction record that you want to create a claim from.

      For information on how to create an interaction, see Create an interaction.
    4. Click Create Payment Request.
    5. From the Catalogs list, select Banking Services.
    6. Under Categories, click Payment Service.
    7. Click Claim – Internal customer.
    8. Fill in any information that is related to the request.
    9. Click Submit.

    Result

    • A case is created for the claim in the New state. The case is then assigned to an assignment group or claim agent in the payment claim department. The assignment group or user to whom the case is assigned is based on the assignment rules.
    • The customer gets a pre-configured email notification about the request submission.

    What to do next

    • Click View Details to open the claim and view its details. You can also add additional information in the Comments field that can help the claim agent in resolving the case.
    • A claim agent can start working on the claim.