Domain separation and Individual Life Claims

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Domain separation and Individual Life Claims

    The Individual Life Claims application in ServiceNow supports domain separation, allowing organizations to logically segregate data, processes, and administrative tasks into distinct domains. This capability is essential for managing multi-tenant environments where data visibility and access need to be controlled per tenant or service provider. Domain separation in this application encompasses user interface isolation, cache keys, reporting, rollups, and aggregations to ensure proper data partitioning at runtime.

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    Key Features

    • Domain-separated tables: All new tables specific to the Individual Life Claims application, including claim cases and tasks, are domain-separated. These include sninsclaimindldeathcase, sninsclaimindldeathtask, and sninsclaimindlreldeathcase.
    • Integration with Customer Service Management (CSM): The application leverages domain-separated CSM tables such as Consumer, Account, and Contact to maintain consistent data segmentation.
    • Support level: The application provides Basic support for domain separation, ensuring business logic routes data to the appropriate domain for service provider use cases.
    • Multi-tenant configuration: Instance owners must configure the application for multi-tenant operation to enable domain separation across different tenants.

    Use Cases

    • Case Intake: First-notice-of-loss (FNOL) intake agents collect initial claim details from customers and open claim cases within the appropriate domain for further processing.
    • Claims Analysis: Claims specialists review claim details, request additional information from beneficiaries, manage reserve funds and coverage exposures, and make approval or denial decisions, all within the secure context of the domain separation framework.
    • Service Provider Interaction: For example, when a service provider responds to tenant-customer messages via chat, domain separation ensures that only authorized users see relevant communications.

    Practical Implications for ServiceNow Customers

    By leveraging domain separation in the Individual Life Claims application, ServiceNow customers can efficiently manage multiple tenants or service providers within a single instance while maintaining strict data isolation and access control. This enhances security, compliance, and operational clarity when processing life insurance claims or similar products. Proper setup by the instance owner is critical to activate and maintain these capabilities effectively.

    Domain separation is supported for the Individual Life Claims application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

    Support level: Basic

    • Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
    • The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
    • The owner of the instance must set up the application to function across multiple tenants.

    Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.

    For more information on support levels, see Application support for domain separation.

    How domain separation works in Individual Life Claims

    All FSO integrations applications are built on top of and use many Customer Service Management (CSM) tables. The key reference tables are the customer tables such as Consumer, Account, and Contact, and these tables are domain-separated.

    Tables

    All new tables in Individual Life Claims are domain-separated:
    • sn_ins_claim_indl_death_case
    • sn_ins_claim_indl_death_task
    • sn_ins_claim_indl_rel_death_case

    Use cases

    Case Intake

    The First-notice-of-loss (FNOL) intake agents can intake information for a life insurance claim (or similar product) on behalf of a customer.

    When the customer calls to file a claim, the intake agent gathers important information that is related to the claim, such as a description of the loss of life incident and any supporting documentation.

    After collecting the initial details, they open a claim case for a claims specialist to work on.

    Claims Analysis

    A claims specialist works on a claim that they receive through the workspace dashboard.

    The specialist reviews the policy details. If necessary, they can request and review the additional information or documentation from the beneficiaries.

    The specialist sets the reserve funds, modifies the coverage exposures and reserve funds over time, and can also view all activity that is associated with handling the claim.

    The specialist can also make claim approval or denial decisions based on the available evidence.

    Note:
    Sometimes a ServiceNow® platform feature or application may be able to effectively support service provider use cases even though the domain framework is not being used. In this case, the application may be assigned Basic*, Standard*, or Enhanced* for its domain support level, and include detailed use cases. For example: Before the New York release, Service Catalog had no domain support. But the instance owner was able to configure separate catalogs and items for each customer in a domain-separated instance. This allowed Service Catalog to be used at a Standard support level. To learn more, see domain separation Application levels of support.