Components installed with Commercial Lines Claims

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Components installed with Commercial Lines Claims

    The Commercial Lines Claims application installs multiple components upon activation of thesninsclaimcmlplugin. These components include plugins, store applications, user roles, and database tables that support commercial auto insurance claims management. This setup enables ServiceNow customers to efficiently handle claim cases, adjuster tasks, fraud investigations, and related insurance workflows within the Financial Services Operations environment.

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    Plugins Installed

    • Customer Service [com.sncustomerservice]: Extends Customer Service Management tables into Financial Services Operations applications, facilitating integration across customer and insurance service data.

    Store Applications Installed

    • Financial Services Operations Core: Manages essential customer data to support policy service requests.
    • Insurance Special Investigations: Enables routing of fraud investigation requests to SIU agents via workflows linked with claim adjusters.
    • Document Processor: Supports management of document-related tasks in insurance policy service cases.
    • Playbooks for Customer Service Management: Provides visual task-oriented workflows to ensure consistent handling of common scenarios.

    Roles Installed

    The application installs several roles to define access and permissions for various users involved in claims processing and investigations. Key roles include:

    • Commercial Lines Claims Admin: Full administrative rights including configuration, deletion, and modification of claims data and service definitions.
    • Commercial Lines Claims Manager: Access to dashboards and process mining for oversight and management.
    • Commercial Lines Claims Adjuster: Tasked with evaluating and settling claims; can view and edit claim details and tasks.
    • Commercial Lines Claims Processor: Submits claim details, manages tasks, closes claims, and records interactions.
    • Commercial Lines Claims Viewer: Provides read-only access to claim cases and related data.
    • Commercial Lines Claims FNOL Representative: Creates and tracks new claim cases for assigned policies.
    • Insurance Special Investigations Admin: Manages SIU roles, configurations, and case data.
    • Insurance Special Investigations Agent: Handles evaluation tasks related to SIU investigations.
    • Insurance Special Investigations Viewer: Read-only access to special investigation cases and data.

    Tables Installed

    The plugin introduces several tables to store and manage claims-related data:

    • Commercial Auto Claim Case: Stores commercial claim case information, extending the base commercial claim table.
    • Commercial Auto Claim Task: Contains all tasks associated with commercial claim cases.
    • Commercial Auto Claim Adjuster Task: Focuses on adjuster-specific tasks within commercial claims.
    • Commercial Claim Base: Extends the general claim base table for commercial lines claims.
    • Property Incident: Stores property incident details linked to commercial claims, extending core insurance claim incident data.
    • SIU Task: Manages tasks related to the Special Investigation Unit within claims cases.

    Practical Benefits for ServiceNow Customers

    Activating the Commercial Lines Claims plugin equips ServiceNow users with a comprehensive framework to manage commercial auto insurance claims and investigations efficiently. The installed components enable streamlined workflows for claims submission, adjustment, fraud investigation, and case management while enforcing appropriate access controls through defined roles. Integration with customer service and document processing applications ensures a connected and consistent operational experience. Customers can expect enhanced visibility, task management, and process automation tailored for commercial lines insurance claims.

    Several types of components are installed with activation of the sn_ins_claim_cml plugin, including plugins, tables, and user roles.

    Plugins installed

    Table 1. Plugins installed with the Commercial Lines Claims application
    Plugin Description
    Customer Service

    [com.sn_customerservice]

    		 Enables the extension of tables from the Customer Service Management application into the Financial Services Operations applications.

    Store applications installed

    Table 2. Store applications installed with the Commercial Lines Claims application
    Store application Description
    Financial Services Operations Core Stores the customer data that is needed to make policy service requests. For more information, see Financial Services Operations Core.
    Insurance Special Investigations Insurance Special Investigations enables insurance carriers to route fraud investigation requests to SIU agents. Requests get routed via adjusters working on claim cases through workflows in the Personal Lines Claims application.
    Document Processor Enables management of document services tasks that are used in insurance policy service cases. For more information, see Integrating with Document Processor.
    Playbooks for Customer Service Management Provides a way to visualize business process workflows in a simple, task-oriented view, ensuring consistent responses to commonly encountered situations. For more information, see Playbooks for Customer Service Management.

    Roles installed

    Table 3. Roles installed with the Commercial Lines Claims application
    Role title [name] Description Contains roles
    Commercial Lines Claims
    Commercial Lines Claims admin

    [sn_ins_claim_cml.admin]
    • Grant Commercial Lines Claims roles
    • Delete Commercial Lines Claims cases and tasks
    • Configure Commercial Lines Claims application
    • Create and modify Commercial Lines Claims service definitions
    • Has read, write, and create access to Commercial Lines Claims policy or case data
    • decision_table_admin
    • sn_bom.service_definition_admin
    • sn_ins_claim_cml.admin
    • sn_ins_claim_cml.auto_processor
    • sn_ins_siu.viewer
    • sn_doc_processor.admin
    • sn_ins_claim_cml.auto_adjuster
    Commercial Lines Claims manager

    [sn_ins_claim_cml.manager]
    • View the Commercial Lines Claims dashboard
    • Use Process Mining for Commercial Lines Claims processes
    • sn_ins_claim_cml.auto_adjuster
    • sn_ins_claim_cml.auto_processor
    • pa_viewer
    Commercial Lines Claims adjuster

    [sn_ins_claim_cml.auto_adjuster]
    • Evaluates the commercial auto claim details based on assigned adjuster tasks, and settles claims
    • Views the status of commercial auto claim cases
    • Creates and edits ad-hoc tasks
    • sn_customerservice.case_contributor_viewer
    • sn_doc_processor.agent
    • sn_bom.adjuster
    • sn_ins_claim_cml.auto_processor
    • sn_sla_definition_read
    • sn_bom.viewer
    • sn_bom.ca_ins_policy_viewer
    • sn_customerservice.csm_workspace_user
    Commercial Lines Claims processor

    [sn_ins_claim_cml.auto_processor]
    • Submits commercial auto claim details, and creates and edits ad-hoc tasks
    • Views the status of commercial auto claim cases
    • Closes a claim
    • Records interactions
    • sn_customerservice.case_contributor_viewer
    • sn_ins_claim.payment_reader
    • sn_ins_claim.reserve_reader
    • sn_ins_claim.fraud_score_reader
    • sn_ins_claim.property_writer
    • sn_bom.ca_ins_policy_viewer
    • sn_ins_claim.coverage_writer
    • sn_ins_claim.summary_page_read
    • sn_bom.b2b_agent
    • sn_ins_claim.participant_writer
    • sn_ins_claim.policy_snapshot_reader
    • sn_ins_claim.profile_writer
    • sn_ins_claim.injury_writer
    Commercial Lines Claims viewer

    [sn_ins_claim_cml.auto_viewer]

    		 View commercial auto claim cases and related data.
    • sn_bom.ref_data_viewer
    • sn_bom.service_definition_read
    • sn_bom.account_data_viewer
    • sn_bom.ca_ins_policy_viewer
    Commercial Lines Claims FNOL representative

    [sn_ins_claim_cml.fnol_representative]

    		 Create and track commercial claim cases for policies managed by them.
    • sn_customerservice.case_contributor_viewer
    • sn_sla_definition_read
    • sn_bom.account_data_viewer
    • sn_customerservice.consumer_contributor
    • sn_bom.ca_ins_policy_viewer
    • sn_customerservice.csm_workspace_user
    • sn_customerservice.account_contributor
    • sn_bom.fnol_representative
    Insurance Special Investigations
    Insurance Special Investigations admin

    [sn_ins_siu.admin]
    • Grant insurance special investigations roles
    • Delete special investigations cases and tasks
    • Configure Insurance Special Investigations application
    • Create and modify special investigations service definitions
    • Has read, write, and create access to special investigations case data
    • sn_bom.service_definition_admin
    • sn_ins_siu.agent
    Insurance Special Investigations agent

    [sn_ins_siu.agent]

    		 Submits evaluation on SIU tasks that are associated with a case.
    • sn_ins_claim.property_reader
    • sn_ins_claim.payment_reader
    • sn_ins_claim.reserve_reader
    • sn_ins_claim.fraud_score_reader
    • sn_ins_claim_cml.auto_viewer
    • sn_bom.b2b_agent
    • sn_ins_claim.coverage_reader
    • sn_ins_claim_pers.auto_viewer
    • sn_bom.b2c_agent
    • sn_ins_claim.participant_reader
    Insurance Special Investigations viewer

    [sn_ins_siu.viewer]

    		 View special investigation cases and related data.

    Tables installed

    Table 4. Tables installed with the Commercial Lines Claims application
    Table Description
    Commercial Lines Claims

    Commercial Auto Claim Case

    [sn_ins_claim_cml_auto_service]

    		 Stores information about commercial claim cases. This table extends the Commercial Claim Base [sn_ins_claim_cml_base] table.
    Commercial Auto Claim Task

    [sn_ins_claim_cml_auto_task]

    		 Stores information about all commercial claims tasks for all commercial claims cases.
    Commercial Auto Claim Adjuster Task

    [sn_ins_claim_cml_auto_adj_task]

    		 Stores information about tasks related to the adjuster persona for commercial claims.
    Commercial Claim Base

    sn_ins_claim_cml_base

    		 Extends the Claim Base [sn_bom_claim_base] table.
    Property Incident

    [sn_ins_claim_cml_auto_incident]

    		 Stores information about property incident details for commercial claims cases. This table extends the Claim Incident [sn_ins_claim_property] table from Insurance Claims Core.
    Insurance Special Investigations
    SIU Task

    sn_ins_siu_task

    		 Stores information about tasks related to the Special Investigation Unit department for all claims auto cases.