--- 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 --- # 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 is designed for managing insurance claims from the initial notice of loss (FNOL) to claim closure. It facilitates multiple policy claims management through a streamlined workflow, enabling FNOL representatives to submit claims while adjusters handle case evaluations. Show full answer Show less ## Key Features * **Workspace Utilization:** Users can manage all aspects of individual life claims through a dedicated workspace that enables monitoring workload, prioritizing tasks, and managing multiple policies. * **Role-Specific Access:** Different roles have specific capabilities: * **Claims Admin:** Configures workspace elements to meet business needs. * **Claims Manager:** Approves reserves and payments and accesses analytics dashboards. * **FNOL Representative:** Creates claims and uploads necessary documents. * **Adjuster:** Reviews claims and evaluates documentation within the claim workspace. * **Claims Viewer:** Accesses details about claims, deceased individuals, and beneficiaries. * **Claim Participant Management:** Participants can be added to claims, including entities in the policy or third parties, with specific roles assigned during the FNOL process. ## Key Outcomes By utilizing the Individual Life Claims application, ServiceNow customers can efficiently handle insurance claims, ensuring all parties involved are accurately represented and informed throughout the process. The streamlined workflow enhances productivity and allows for better tracking and management of claims. 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.").