---
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


---

# Create an Individual Life Claims case

# Create an Individual Life Claims case {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Begin the claim process by initiating an individual life claim case on behalf of the claimant.

## Before you begin

Role required: sn_ins_claim_indl.fnol_representative

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Select the lists icon (![lists icon]()).
3. Create a case from the individual life claim cases list.

   | Option | Steps |
   | Individual life claim | 1. In the Lists table, under Individual death claims, select All. 2. Select New. {#create-an-individual-life-claim-case__ol_awj_cyx_4bc} |
   |-|-|

   {#create-an-individual-life-claim-case__choicetable_jsk_byx_4bc}
4. In the Create new case dialog box, select Report individual death claim.
5. Select Create case.
6. In the Lookup policies activity, in the Deceased field, search for the client's policies.  
   The policies that are associated with the deceased client are displayed in a list.
7. Confirm that the policy details are correct, and then select Continue.
8. In the Deceased details activity, enter the details of the incident.
9. In the Reporter details activity, enter the details of the entity reporting the incident.

   | Reporter status | Steps |
   | Is a policy participant | 1. Select the Select from policy participants checkbox. 2. In the Type field, select whether the reporter is a person or a company. 3. In the Consumer (person) or Account (company) field, use the search function to search for policy participants. The contact details populate after selecting the participant. {#create-an-individual-life-claim-case__ol_h1q_lys_1cc} |
   | Is not a policy participant | 1. In the Type field, select whether the reporter is a person or a company. 2. On the Details form, enter the reporter's details. {#create-an-individual-life-claim-case__ol_pvy_nys_1cc} |
   |-|-|

   {#create-an-individual-life-claim-case__choicetable_ctl_hys_1cc}
10. Select Continue.  
    In the Collect documents activity, the document verification tasks for this claim are displayed.

    The claim includes a document verification task for any supporting documentation.
11. In the Initiate claim step, add any required notes to the Comments field.
12. Select Submit.

## Result

A claim case is created in the New state and the workflow is triggered. If applicable, the claim cases for additional related policies are also created for the case. The cases are assigned to an assignment group that is based
on the defined assignment rules.

## What to do next

Assign cases to yourself and start working on them. For more information, see [Adjuster activities](https://www.servicenow.com/docs/9INPIWBCJqsY~O8PbdgJ6g "In Individual Life Claims, if you have the sn_ins_claim_indl.dbn_adjuster role you can view a summary of your claims work in the landing page. You can work on your claim tasks from the claim workspace.").

*[\>]: and then