Claim Incident Configuration table

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Claim Incident Configuration table

    The Claim Incident Configuration [sninsclaimincidentconfig] table in the Insurance claims application allows you to define and manage claim incidents within the Insurance claims workflow. Each configured claim incident automatically creates an associated adjuster task, streamlining the process by eliminating the need to manually notify adjusters about new cases. This configuration is essential for aligning service definitions with incident and adjuster task workflows.

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    To access this table, set your ServiceNow instance’s application scope to Insurance claims and navigate to All > Insurance claims > Administration > Claim incident configurations.

    Key Features

    • Name: Identifies each claim incident configuration entry.
    • Active: Controls whether the incident is active and visible in the first notice of loss playbook.
    • Adjuster task service definition: Links to the service definition that generates the adjuster task for a claim, enabling automation of adjuster assignments.
    • Create adjuster task: Defines how adjuster tasks are created—either per individual incident or per incident type.
    • Incident table name: Specifies the database table where incidents are stored.
    • Incident type icon: Provides a visual icon displayed in the playbook for easy identification.
    • Itemized loss available: Indicates if the claim incident supports itemizing losses, which is useful for detailed claims such as baggage breakdowns.
    • Order: Determines the display order of the incident in the playbook.
    • Service definition: Associates a service definition for the case (e.g., "Report travel claim"), linking the incident to specific case workflows.
    • Short description: Offers a brief description displayed in the playbook to aid quick recognition.

    Key Outcomes

    By configuring claim incidents in this table, ServiceNow customers can:

    • Ensure consistent creation and management of claim incidents aligned with their insurance workflows.
    • Automate adjuster task creation, reducing manual steps and improving response times.
    • Customize incident visibility and behavior within the first notice of loss playbook, enhancing user experience and operational efficiency.
    • Enable detailed loss itemization for applicable claim types, supporting accurate claims processing and reporting.
    • Maintain a clear and organized catalog of incident types with associated service definitions, icons, and descriptions for streamlined case handling.

    For example, in travel insurance workflows, this configuration directly impacts how travel claims are reported and handled, including the display of itemized loss details when supported.

    Associate the service definition of a case with the incident and adjuster task service definitions by using the Claim Incident Configuration [sn_ins_claim_incident_config] table in the Insurance claims application.

    Claim Incident Configuration table overview

    You can define the claim incidents that can be created in the Insurance claims workflow by making an entry in the Claim Incident Configuration [sn_ins_claim_incident_config] table. This incident type also creates an adjuster task in the system for the corresponding case so that you don't have to notify the adjuster about the case.

    To access the Claim Incident Configuration [sn_ins_claim_incident_config] table, set the application scope of your instance to Insurance claims, and then navigate to All > Insurance claims > Administration > Claim incident configurations.

    The following example shows the table fields of the Claim Incident Configuration (sn_ins_claim_incident_config) table. For more information, see the next section.Claim Incident Configuration table in Insurance claims.

    Claim Incident Configuration Table fields

    The following table shows the fields in the Claim Incident Configuration [sn_ins_claim_incident_config] table.
    Table 1. Claim Incident Configuration table fields
    Field Description
    Name Name of the claim incident configuration entry.
    Active Status of whether this incident is active or inactive and whether the incident displays in the first notice of loss playbook.
    Adjuster task service definition Adjuster task service definition (that is, a service definition that creates an adjuster task in a claim). For more information, see Create a service definition for Insurance claims.
    Create adjuster task How an adjuster task is generated:
    • Per incident: Creates an adjuster task for each incident.
    • Per incident type: Creates an adjuster task for each incident type (for example, one task for all trip incidents and another task for all baggage incidents).
    Incident table name Table in which the incidents are stored. For more information, see Claim incidents.
    Incident type icon Icon that displays in the playbook for the claim incident.
    Itemized loss available Whether the claim incident supports itemizing each loss (for example, to itemize each item in a baggage claim).
    Order Order in which the service definition appears in the playbook.
    Service definition Service definition for the case (for example, Report travel claim). For more information, see Creating a service definition for Insurance claims.
    Short description Brief description of the claim incident, which is also displayed in the playbook.

    Travel insurance example of the Claim Incident Configuration table

    In the following travel insurance line of business (LOB) example, the claim incident configuration is reflected in the workflow when reporting a travel claim. The Incident details activity in the first notice of loss playbook shows the entries in the table and information about each entry.

    Entries in the Claim Incident Configuration table that can be seen in the Incident details activity.

    If the claim incident supports an itemized loss as defined in the table, the Itemized Loss/Expenses tab is also displayed when the incident is saved as shown in the following example.

    Itemized Loss/Expenses tab is displayed for an incident when the Itemized loss available is true.