---
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


---

# Work on Insurance claims adjuster tasks

# Work on Insurance claims adjuster tasks {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Review a claim to verify the documents, evaluate the claim coverages, determine the claim payment details, and approve the settlement for a claim.

## Before you begin

Role required: sn_ins_gen_claim.adjuster  
Important:  
To access the Claim workspace, and Summary adjuster workspace related tabs, you must activate the CSM default record page. By default, the page is set to inactive. To determine the default page for displaying records in CSM Configurable Workspace, see [CSM Configurable Workspace record pages](https://www.servicenow.com/docs/access?context=csm-config-workspace-record-pages&version=yokohama&pubname=yokohama-customer-service-management&ft:locale=en-US).

## About this task

This procedure references service definitions and products that are used in the included travel insurance claim line of business. Your workflow may vary depending on your configuration.

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Open the task in one of the following ways.

   | Option | Steps |
   | From the landing page | From the All open claims list, select a task. |
   | From the Insurance claim adjuster task list | * Select the lists icon (![Data visualization list type - icon]()). * On the Lists tab, under Insurance claim adjuster tasks (or the list category that is specific to your custom workflow), select All. * In the list, select the task that you want to open. {#manage-an-insurance-claims-flow-case__ul_zwg_wfb_vcc} |
   |-|-|

   {#manage-an-insurance-claims-flow-case__choicetable_kfd_jfb_vcc}
3. Work on the adjuster task by completing actions from the claim workspace.

   | Claim task | Claim workspace actions |
   | Add a document verification task | * In Tasks, open the task drop-down list and select Add document verification task. * On the form, fill in the fields. * Select Save. {#manage-an-insurance-claims-flow-case__ul_bsz_fvb_vcc} |
   | Verify a document | In a Submitted document task, select Verify to verify the submitted document. |
   | Reject a document | In a Submitted document task, select Reject to reject the submitted document. |
   | Add claim coverage | * In Coverages and financials, select Add coverage. * On the form, fill in the fields. * Select Save. {#manage-an-insurance-claims-flow-case__ul_fwc_cwb_vcc} |
   | Add a reserve or payment | * In Coverages and financials, select one from the Claim coverages list: * Add reserve * Add payment {#manage-an-insurance-claims-flow-case__ul_iy5_cgc_vcc} * On the form, fill in the fields. * Select Save. {#manage-an-insurance-claims-flow-case__ul_bqh_bgc_vcc} |
   | Add an ad-hoc claim task | * In Tasks, select Add claim task. * On the form, fill in the fields. * Select Save. {#manage-an-insurance-claims-flow-case__ul_fjr_mgc_vcc} |
   | Submit a reserve or payment amount for approval | If the reserve or payment amount is above your approval threshold, an approval task is created and assigned to your manager when you submit the amount. |
   | Submit a claim settlement decision | * Select Settle. * * Select Approve claim to approve the claim and send for fulfillment. * Select Deny claim to reject the settlement. {#manage-an-insurance-claims-flow-case__ul_yfw_h3c_vcc} * Enter comments for the settlement decision. * Select Submit. {#manage-an-insurance-claims-flow-case__ul_pjl_h3c_vcc} |
   |-|-|

   {#manage-an-insurance-claims-flow-case__choicetable_ozd_rgb_vcc}
4. **Optional:** Within a task, in the Work notes field, enter any comments that are related to your findings.  
   Manually posted comments and system-generated work notes add to the activity stream for the task and claim case.

## Result

* When you accept the task, the task status is set to Work in progress.
* When you submit a reserve or payment amount within your authorization limit, it's auto-approved.
* If a claim validation is rejected, the claim case closes with a case status of Closed rejected. System-generated work notes about the rejection are automatically added to the activity stream for the task and claim case.
* If you settle the claim, the claim case automatically closes, with the case status set as Closed complete.
{#manage-an-insurance-claims-flow-case__ul_y31_dg5_pbc}

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