--- sourceDocument: Australia Financial Services Operations sourceDocumentLink: https://www.servicenow.com/docs/r/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 --- # Components installed with Personal Lines Claims # Components installed with Personal Lines 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 Components installed with Personal Lines Claims Activating thesninsclaimpersplugin installs multiple components essential for managing Personal Lines Claims within ServiceNow. These components include plugins, store applications, roles, and tables designed to support efficient claims handling, investigation, and policy service management. Show full answer Show less ## Plugins Installed * **Customer Service \[com.sncustomerservice\]**: Extends Customer Service Management tables into Financial Services Operations applications, enabling integrated service management. ## Store Applications Installed * **Financial Services Operations Core**: Stores critical customer data needed for policy service requests. * **Insurance Special Investigations**: Facilitates routing of fraud investigation requests to SIU agents through workflows linked to adjusters handling claim cases. * **Document Processor**: Manages document service tasks within insurance policy service cases. * **Playbooks for Customer Service Management**: Visualizes business process workflows in a task-oriented manner to ensure consistent handling of common scenarios. ## Roles Installed The plugin installs several roles tailored to different user personas within the Personal Lines Claims process. These roles define specific permissions and access levels, enabling customers to assign appropriate responsibilities: * **Personal Lines Claims admin**: Full administrative capabilities including deleting cases/tasks, configuring the application, and managing service definitions. * **Personal Lines Claims manager**: Access to dashboards and process mining tools for overseeing claims workflows. * **Personal Lines Claims adjuster**: Handles claim evaluation, settlement, and task creation/editing with access to claim status and related data. * **Personal Lines Claims processor**: Manages claim submissions, ad-hoc tasks, interaction records, and claim closure. * **Personal Lines Claims viewer**: Read-only access to claim cases and associated data. * **Personal Lines Claims FNOL representative**: Creates and tracks first notice of loss cases for managed policies. * **Insurance Special Investigations admin**: Administers SIU cases and configurations with full access. * **Insurance Special Investigations agent**: Evaluates SIU tasks linked to claims, with read access to relevant claim data. * **Insurance Special Investigations viewer**: Read-only access to special investigation cases and data. ## Tables Installed The plugin creates specialized tables that extend core claims tables to store detailed data specific to personal lines claims and special investigations: * **Personal Auto Claim Case**: Stores personal claim case information, extending the Personal Claim Base table. * **Personal Auto Claim Task**: Contains tasks related to all personal claims cases. * **Personal Auto Claim Adjuster Task**: Focuses on tasks assigned to adjusters within personal claims. * **Personal Claim Base**: Extends the core Claim Base table to support personal lines claims. * **Property Incident**: Records property incident details related to personal claims, extending Insurance Claims Core tables. * **SIU Task**: Stores tasks related to Special Investigation Unit activities across claims. ## What This Enables for ServiceNow Customers By installing these components, customers gain a comprehensive framework for managing personal auto insurance claims, including case management, task assignment, fraud investigations, and policy service. The predefined roles and data structures enable efficient workflows, clear responsibilities, and integration with broader financial services and customer management systems. This setup supports operational efficiency, compliance, and enhanced visibility into claims processes, allowing insurance carriers to deliver better service and fraud detection capabilities within ServiceNow. Several types of components are installed with activation of the sn_ins_claim_pers plugin, including plugins, tables, and user roles. ## Plugins installed {#components-installed-personal-lines-claims__entry__2} | Plugin | Description | |-|-| | Customer Service \[com.sn_customerservice\] | Enables the extension of tables from the Customer Service Management application into the Financial Services Operations applications. | [Table 1. Plugins installed with the Personal Lines Claims application] ## Store applications installed {#components-installed-personal-lines-claims__section_pjv_qbz_hzb} {#components-installed-personal-lines-claims__table_qjv_qbz_hzb__entry__2} | 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](https://www.servicenow.com/docs/XGeC6_YkarhvSF2L5mFtcg "The Financial Services Operations (FSO) Core application provides a framework to enable financial institutions to organize and manage their data effectively to meet their business needs. This section introduces FSO Core and explains its purpose and key data design components."). | | 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](https://www.servicenow.com/docs/LZO6l08EG9aGT0IsP_UF6g "ServiceNow Financial Services Document Processor enables other Financial Services Operations applications to collect and verify documents that are used in workflows across these applications. You can submit documents for verification​, and request deferment​ or exception."). | | 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 . | [Table 2. Store applications installed with the Personal Lines Claims application] {#components-installed-personal-lines-claims__table_qjv_qbz_hzb} ## Roles installed {#components-installed-personal-lines-claims__entry__17} | 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 {#components-installed-personal-lines-claims__ul_oh5_rnw_c5b} | * 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 {#components-installed-personal-lines-claims__ul_qkd_yqp_y5b} | | Personal Lines Claims manager \[sn_ins_claim_pers.manager\] | * Views the Personal Lines Claims dashboard * Uses Process Mining for Personal Lines Claims processes {#components-installed-personal-lines-claims__ul_p2h_czr_bvb} | * sn_ins_claim_pers.auto_adjuster * sn_ins_claim_pers.auto_processor * pa_viewer {#components-installed-personal-lines-claims__ul_olj_2zr_bvb} | | 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 {#components-installed-personal-lines-claims__ul_vhy_3sf_25b} | * 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 {#components-installed-personal-lines-claims__ul_pbx_5rp_y5b} | | 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 {#components-installed-personal-lines-claims__ul_ull_2sp_y5b} | | 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 {#components-installed-personal-lines-claims__ul_rnz_pbq_y5b} | | 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 {#components-installed-personal-lines-claims__ul_gc4_vbq_y5b} | | 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 {#components-installed-personal-lines-claims__ul_f34_knw_c5b} | * sn_bom.service_definition_admin * sn_ins_siu.agent {#components-installed-personal-lines-claims__ul_yqs_z3g_cvb} | | 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 {#components-installed-personal-lines-claims__ul_rd5_cjg_cvb} | | Insurance Special Investigations viewer \[sn_ins_siu.viewer\] | View special investigation cases and related data. | | [Table 3. Roles installed with the Personal Lines Claims application] ## Tables installed {#components-installed-personal-lines-claims__entry__48} | 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. | [Table 4. Tables installed with the Personal Lines Claims application]