---
sourceDocument: Xanadu Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/financial-services-operations

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Managing Personal Lines Claims

# Managing Personal Lines Claims {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Learn which roles use the Personal Lines Claims application to create, investigate, and manage an insurance claim from the first notice of loss (FNOL) to the claim closure.

With the Personal Lines Claims application, FNOL representatives can submit
claim requests, while processors and adjusters can work on the cases for the following personal
policy case types.

## Personal case types

The following are personal case types available.

* Personal auto policy
* You can also create case types for personal lines claims by extending a case type from the personal claim base case.
{#using-personal-lines-claims__ul_p2m_1pc_3vb}

## Workspace {#using-personal-lines-claims__section_k3x_ssh_15b}

Processors, adjusters, and other roles use Workspace to work on all aspects of insurance claim cases. With Workspace, users with these roles can do the following tasks:

* Monitor the workload and performance
* Focus on high-priority items
* Easily navigate across tasks

{#using-personal-lines-claims__ul_l3x_ssh_15b}For more information, see [Workspaces](https://www.servicenow.com/docs/xjVZAq0AhxUn~ZZElTQkgQ "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 Personal Lines Claims application.  
{#using-personal-lines-claims__table_qy1_452_wrb__entry__2}

| Role | Description |
|-|-|
| Claims admin | Configures Workspace per the business requirements. For more information, see [Configure CSM Configurable Workspace](https://www.servicenow.com/docs/woVbLjK2a40uljsGI4CHEg "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 reserve and payment requests, and views the analytics and Process Mining dashboards. |
| First notice of loss representative workspace ||
| First notice of loss representative | Creates claim cases on behalf of customers, and uploads relevant documents. |
| Processor workspace ||
| Claims processor | Works on claim cases and tasks to resolve cases that are managed by them. |
| SIU workspace ||
| Special Investigation Unit (SIU) agent | Works on potential fraud claim investigation tasks. |
| Adjuster workspace ||
| Adjuster | Evaluates a claim by reviewing the claim documents, coverages, reserves, and payments. |
[Table 1. Workspace users for Personal Lines Claims]

{#using-personal-lines-claims__table_qy1_452_wrb}

## Claim participants {#using-personal-lines-claims__id_ngk_tjj_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-personal-lines-claims__ul_kyn_xwg_phc}

For more information, see [Insurance Claims Core tables](https://www.servicenow.com/docs/3pVfilQgkBf2nhE512svBQ "This section explains the insurance tables in Insurance Claims Core and how they handle insurance data.").