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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Create a case for an external claim

# Create a case for an external claim {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

As a claim agent, you can create a case for a refund request that comes from a
third-party bank.

## Before you begin

Role required: sn_bom_payment.claim_agent or sn_bom_payment.claim_agent_connector

## About this task

For an external claim, the refund type is always internal, which means that the
refund is made by the bank internally.

With this procedure, you can also create cases for internal claims.

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Click the lists icon (![lists icon]()).
3. In the Lists tab, under Claims, click All and then click New.
4. In the New Claim dialog box, select External from the list.
5. Click Create.
6. On the form, fill in the required fields and any other information that is related to the claim that you've received from the sender bank.  
   For information on the Claim form field descriptions, see [Field descriptions for a claim case](https://www.servicenow.com/docs/dGstHQNuPvW~fMuyvyC8qg "Claim cases help the claim agents resolve payment claim requests that they receive from the bank's customers or third-party banks.").
7. Click Save.
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## Result

A case is created for the claim in the New state. The case is then assigned to an
assignment group or claim agent in the payment claim department. The assignment
group or user to whom the case is assigned is based on the assignment rules.

## What to do next

* As a claim agent, you can assign the case to yourself and start working on it. For more information, see [Work on a claim with an internal refund](https://www.servicenow.com/docs/EuRz98Y2AQJGooBz4f_G~g "Work on a claim to determine if it's valid and where to get the refund from.").
* You can also assign the case to any other claim agent. For more information, see [Assign a payment claim](https://www.servicenow.com/docs/S~HlXB68_gMwH3_LnK7kRA "Assign a case for a payment claim to yourself or to another claim agent so that you or another agent can start working on the case.").
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*[\>]: and then