Commercial Lines Claims release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
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    Summary of Commercial Lines Claims release notes

    Commercial Lines Claims is a ServiceNow application designed to help insurance carriers digitize and automate commercial claims processes end-to-end. It replaces paper-based workflows with real-time updates, enabling users to manage claims from anywhere. The application supports seamless orchestration of document transfers, data updates, payments, and approval requests, enhancing operational efficiency and customer satisfaction.

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    Key Features and Updates by Version

    • Version 4.6.0 (June 2026): Introduced child tables for indexing Financial Case sources to improve data management and searchability.
    • Version 4.5.0 (April 2026): Standardized case type handling by adopting the native Customer Service Management (CSM) Case Type Selector with Agent and User Criteria support, reducing custom logic and maintenance.
    • Version 4.4.0 (March 2026): Enhanced read-only field behavior by updating options to 'Strict Read Only' for better data integrity.
    • Version 4.2.2 (December 2025): Improved Playbook Engine reliability by disabling the Process Automation Designer (PAD) engine for Commercial Auto Claim playbooks to resolve processing issues.
    • Version 4.1.3 (February 2025): Streamlined data model by removing certain fields such as 'Insured Property' and fraud-related decisions from base tables to simplify claim records.
    • Version 3.4.1 (November 2024): Introduced a dedicated Flow Executor role to enhance flow execution security and management; added sandbox-enabled scripting utilities and UX improvements on claim summary and property incident pages; updated flows to run under the new role for better governance.
    • Version 3.3.0 (August 2024): Added extension points for new claim profile fields and removed header components from landing pages to optimize UI experience.
    • Version 3.2.0 (May 2024): Migrated service category data from FSO tables to CSM service category tables to unify service classification; enhanced localization support.
    • Version 2.0.0+ (November 2023 - December 2023): Added new tables and activities such as Property Incident and claim injury; introduced flows to create policy snapshots and archive rules; updated roles and extension points for better administrative control and integration capabilities.
    • Early versions (2022-2023): Focused on introducing key business features like Claims Workspace UX for adjusters, fraud score integration, Agent Assist, role-based access controls, task management enhancements, and approval workflows for claims and payments.

    Practical Benefits for ServiceNow Customers

    • End-to-end digital claims processing: Enables automation and real-time updates, reducing manual effort and errors.
    • Improved user experience: New UX pages, workspace views, and client scripts optimize task management and claim summaries for adjusters and processors.
    • Enhanced role and security management: Introduction of specialized roles like Flow Executor and claim manager roles help secure flow executions and manage access effectively.
    • Localization and customization: Expanded translation support and extension points allow better adaptation to different markets and customization needs.
    • Process reliability and maintainability: Updates such as replacing custom case type selectors with native CSM components and disabling problematic automation engines improve system stability and reduce maintenance overhead.

    ServiceNow customers leveraging Commercial Lines Claims can expect a continually evolving solution that enhances claims processing efficiency, supports regulatory and operational needs, and provides a modern user experience tailored for commercial insurance workflows.

    Version history for the Commercial Lines Claims application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 4.6.0 - June 2026
    New: Added child tables for indexing for Financial Case indexed source
    Version 4.5.0 - April 2026
    Updated: FSO now uses the native CSM Case Type Selector with Agent and User Criteria support, replacing custom extension logic and legacy components to reduce maintenance overhead and standardize case type handling across all user types.
    Version 4.4.0 - March 2026
    Updated: Updated the read-only option to 'Strict Read Only' for read-only fields
    Version 4.2.2 - December 2025
    Fixed: Playbook Engine Configuration: Disabled Process Automation Designer (PAD) engine for the Commercial Auto Claim playbook to resolve processing issues and improve playbook execution reliability.
    Version 4.2.1 - August 2025
    Changed: Included additional translations to support localization for Q4.
    Version 4.1.3 - February 2025
    • Removed:
      • Removed 'Insured Property' from the Property Incident table.
      • Removed 'Claim fraud decision', 'Claim validation decision', and 'SIU review' from the Commercial Claim Base table.
    Version 3.4.1 - November 2024
    • New:
      • Added "sn_ins_claim_cml.flow_executor"(Flow Executor role) which is going to be used to run all flows/subflows. It contains the "sn_bom.flow_executor" and "sn_ins_claim_cml.manager" roles.
      • New script include "FinancialSandboxUtil" which is sandbox enabled has been added.
      • UX page properties have been added to the claim summary page.
      • Added UX client scripts(property_description/text) On Claim Summary Page.
      • Added UX client scripts(property_description/text) on Claim Commercial Property Incident Workspace.
    • Changed:
      • Flows and subflows have been updated to run as Flow executor instead of System user:
        • Commercial Adjuster Task Form With Wait Condition.
        • Commercial Claim Services Document Decision.
        • Update claim case on SIU task updates.
        • Claim work notes - updates for settlement.
        • Claims Instruction list.
        • Generate Policy Snapshot for Commercial Auto.
        • Claim policy case - PB activity.
        • Claim triage decision.
        • Update commercial auto claim case.
        • Claim fraud decision.
        • Claim validation decision.
      • CommercialAutoClaimAdjusterTaskAjax, AutoIncident, AutoIncidentDAO, AutoClaimTaskDAO, ClaimProfileExtensionPointImpl has been made as Sandbox enabled as false.
    • Removed:
      • Removed UX client scripts (property_description/label) on Claim Commercial Property Incident Summary Page.
      • Removed UX client script (heading_1/label) on Claim Commercial Property Incident Workspace.
      • Removed contributor viewer role from processor and adjuster.
    Version 3.3.0 - August 2024
    • New: Added extension point so that we can use the new fields under claim profile
    • Removed: Removed header component from existing landing pages
    Version 3.2.0 - May 2024
    • New: Migrated data from FSO service category (sn_bom_service_definition_category) table to CSM service category(sn_csm_case_types_service_category) and relationship tables
    • Changed: Modified configuration for localization support
    Version 3.1.0 - February 2024
    • Changed:
      • Upgraded snc-app-parent version to 5.1.0.16
      • Modified configuration for localization support
    Version 2.0.1 - December 2023 (Vancouver)
    • New:
      • Added sn_ins_claim_cml.manager role to sn_ins_claim_cml.admin
      • Added FRISSObjectExtensionPoint extension to get claim objects
    • Removed: Removed the sn_ins_claim_cml.auto_property_user role
    Version 2.0.0 - November 2023
    • New:
      • Added new table Property Incident
      • Added new activity claim Injury in Commercial auto claim case playbook
      • Added new action and subflow to trigger adapter flow via spoke selector.
      • Added new flow to create policy snapshot when case is created
      • Added archive rule for Commercial auto claim case table
    • Changed:
      • Moved the Insurance policy and Incident date field to the details section from the incident details section
      • Moved product model demo data from 'sn_bom_b2b_ins_policy_model' table to 'sn_ent_b2b_ins_policy_model' table
    Version 1.4.0 - August 2023

    • Business features addressed as part of this release:

      • Introduced new UX experience for claims adjusters using Claims Workspace view
      • Introduced new claim summary page for claims users
      • Updated fraud score view experience by introducing a new Fraud score page for claims users

      Specific modifications to the application are as follows:

      • New
        • Added 'Settle claim' UI action on adjuster task
        • Added UX page properties for claim summary & adjuster task record page
        • Added 'summary_page_read' role to auto processor role
      • Changed
        • Deactivated personal auto adjuster playbook
        • Updated claim case & adjuster task form views
      • Removed
        • Removed 'sn_bom.service_viewer' role from FNOL & adjuster roles
        • Removed 'sn_ins_claim_pers.auto_viewer' role from write ACL on adjuster task
    Version 1.3.0 - May 2023
    New:
    • Added UX page properties for the Agent Assist on Voltron record page.
    • Added role fraud_score_reader to processor and adjuster.
    • Added UI action to generate fraud score if friss application is installed.
    • Added localization changes.
    Version 1.2.1 - March 2023
    Fixed: Fixed processor's permission to be able to add or edit claim coverages/claim properties/claim participants.
    Version 1.2.0 - February 2023
    • New:
      • Added Agent Assist feature for commercial lines claim
      • Added commercial claim processor role to the commercial lines claim adjuster
      • Added "Add Task" button to create ad hoc tasks
      • Added Ribbon and Header component for claim task
      • Added Dynamic Related Record task component in the right contextual panel commercial case and adjuster task
      • Added new state for adjuster task
      • Added access to Processor persona on claim case, during claim validation stage
      • Added automatic posting of work notes on case at different points of the claim case resolution process like approval of reserves/payments and claim settlement
    • Changed:
      • Made the Short Description field for claim task as mandatory
      • Made the priority field editable for claim case
      • Modified landing page for adjuster, processor,manager
      • Modified ordering of UI actions
    Version 1.1.0 - November 2022
    • New:
      • Added validation for commercial lines claims
      • Added claim manager group
      • Added adjuster role to claim manager
      • Added new landing page for claim manager
      • Added approval module for manager
      • Added claim reserve and payment approval process
      • Added mapping for activity definition on update action
    • Fixed:
      • Fixed dark theme issues
      • Fixed claim closure issues for SIU review
    • Changed:
      • Renamed table lable from Commercial Auto Claim Service to Commercial Auto Claim Case
      • Modified the content and layout for the Adjuster landing page
    Version 1.0.0 - August 2022
    • Commercial Lines Claims empowers carriers to digitize any commercial claims process end-to-end. Eliminate paper files and update claims in real-time, with the ability to work from anywhere.
    • Automate the transfer of documents, data, payment, and approval requests with seamless work orchestration. Increase efficiencies and improve customer satisfaction with frictionless experiences.