Personal Lines Claims release notes

  • Release version: Store
  • Updated June 11, 2026
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    Summary of Personal Lines Claims release notes

    Personal Lines Claims is a comprehensive ServiceNow application designed to digitize and automate personal claims processes end-to-end for insurance carriers. It enables real-time claim updates, seamless document and data transfer, and orchestrated workflows to increase efficiency and customer satisfaction while reducing reliance on paper files.

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    Key Features and Updates by Version

    • Latest Enhancements (v4.7.0 - June 2026): Added child tables for indexing Financial Case data to improve search and performance.
    • Improved Case Management (v4.5.0 - April 2026): Replaced custom logic with native CSM Case Type Selector supporting Agent and User Criteria, simplifying maintenance and standardizing case handling. Expanded translations for better localization.
    • Playbook Stability (v4.2.2 - Dec 2025): Disabled Process Automation Designer engine for Personal Auto Claim playbook to enhance reliability.
    • UX and Role Improvements (v3.4.1 - Nov 2024): Introduced a dedicated Flow Executor role for running flows, sandbox-enabled script includes, enhanced UX client scripts on claim summary and property incident pages, and updated flows to run under Flow Executor for better security and control.
    • Localization and UI Fixes: Various releases improved localization support and fixed UI widgets, accessibility, and task landing page issues.
    • New Tables and Activities (v2.0.0 - Nov 2023): Added Property Incident table, new Injury claim activity in playbook, policy snapshot creation flows, and archive rules to support lifecycle management.
    • User Experience and Role Enhancements (v1.3.0 - Aug 2023): Introduced Claims Workspace for adjusters, new claim summary and fraud score pages, settle claim UI actions, and role adjustments for processors and adjusters.
    • Agent Assist and Automation (v1.1.0 - Feb 2023): Added Agent Assist feature, processor roles, task management improvements, and automated work notes posting at key claim resolution stages.
    • Initial Release (v1.0.0 - Nov 2022): Launched the core solution to enable digital, automated personal claims processing with flexible, mobile-ready workflows and real-time updates.

    Practical Impact for ServiceNow Customers

    • Streamlines personal lines claims processing with digital workflows, reducing manual work and errors.
    • Enhances case handling through standardized native case type selectors and better role management.
    • Improves localization and accessibility, ensuring a broader user base can efficiently use the application.
    • Enables automation and orchestration of claims, documents, approvals, and payments to accelerate claim resolution.
    • Provides ongoing application improvements, including UX enhancements, playbook reliability, and security through role-based flow execution.
    • Supports easy integration with fraud scoring tools and Agent Assist to empower claims personnel.

    Customers can expect continuous enhancements focused on operational efficiency, user experience, and global accessibility to better manage personal lines claims within the ServiceNow platform.

    Version history for the Personal 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 4.7.0 - 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.
      • Updated translations for the store app, making the application accessible in more languages and improving the experience for users in different regions.
    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 Personal 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 4.1.4 - May 2025
    Fixed: Minor accessibility issues.
    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 Personal Claim Base table.
    Version 3.4.1 - November 2024
    • New:
      • Added "sn_ins_claim_pers.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_pers.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 Personal Property Incident Workspace.
    • Changed:
      • Flows and sub-flows have been updated to run as Flow executor instead of System user:
        • Personal Adjuster Task Form With Wait Condition.
        • Personal auto claims document rules.
        • Update claim case on SIU task updates.
        • Claim work notes - updates for settlement.
        • Claims Instruction list.
        • Generate Policy Snapshot for Personal Auto.
        • Personal claim policy case - PB activity.
        • Claim triage decision.
        • Update personal auto claim case.
        • Claim fraud decision.
      • AutoClaimAdjusterTaskAjax, AutoIncidentDAO, AutoClaimTaskDAO, ClaimProfileExtensionPointImpl has been made as Sandbox enabled as false.
    • Removed:
      • Removed UX client scripts(property_description/label) on Claim Summary Page.
      • Removed UX client script(heading_1/label) on Claim Personal 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 3.2.1 - June 2024
    Fixed 'My pending task' widget on claim manager landing page.
    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
    • Fixed: Fixed issues on the Manager landing page
    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 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 Personal 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 Personal auto claim case table
    • Changed:
      • Moved product model demo data from 'sn_bom_ins_policy_model' table to 'sn_ent_b2c_ins_policy_model' table
      • Moved the Insurance policy and Incident date field to the details section from the incident details section
    Version 1.3.0 - 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 1.2.0 - 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 is installed.
    • Added localization changes.
    Version 1.1.1 - March 2023
    Fixed: Fixed the processor's permission to be able to add or edit claim coverages, claim properties, and claim participants.
    Version 1.1.0 - February 2023
    • New:
      • Added Agent Assist feature for personal lines claim
      • Added personal claim processor role to the personal lines claim adjuster
      • Added "Add Task" button to create adhoc 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 auomatic 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 1.0.0 - November 2022
    • Personal Lines Claims empowers carriers to digitize any personal 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.