Configure › Personal Lines Claims › Exploring insurance claims applications › Insurance applications › Financial Services Operations \(FSO\)

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Components installed with Personal Lines Claims

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

Plugins installed

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

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

Role title \[name\]	Description	Contains roles
Personal Lines Claims
Personal Lines Claims admin\[sn\_ins\_claim\_pers.admin\]	- Grant Personal Lines Claims roles - Delete Personal Lines Claims cases and tasks - Configure Personal Lines Claims application - Create and modify Personal Lines Claims service definitions - Has read, write, and create access to Personal Lines Claims policy or case data	- decision\_table\_admin - sn\_bom.service\_definition\_admin - sn\_ins\_claim\_pers.manager - sn\_ins\_claim\_pers.auto\_processor - sn\_ins\_siu.viewer - sn\_doc\_processor.admin - sn\_ins\_claim\_pers.auto\_adjuster
Personal Lines Claims manager\[sn\_ins\_claim\_pers.manager\]	- Views the Personal Lines Claims dashboard - Uses Process Mining for Personal Lines Claims processes	- sn\_ins\_claim\_pers.auto\_adjuster - sn\_ins\_claim\_pers.auto\_processor - pa\_viewer
Personal Lines Claims adjuster\[sn\_ins\_claim\_pers.auto\_adjuster\]	- Evaluates the personal auto claim details based on assigned adjuster tasks, and settles claims - Views the status of personal auto claim cases - Creates and edits ad-hoc tasks	- sn\_customerservice.case\_contributor\_viewer - sn\_doc\_processor.agent - sn\_bom.adjuster - sn\_sla\_definition\_read - sn\_bom.viewer - sn\_bom.auto\_ins\_policy\_viewer - sn\_ins\_claim\_pers.auto\_processor - sn\_customerservice.csm\_workspace\_user
Personal Lines Claims processor\[sn\_ins\_claim\_pers.auto\_processor\]	- Submits personal auto claim details, and creates and edits ad-hoc tasks - Views the status of personal auto claim cases - Closes a claim - Records interactions	- sn\_customerservice.case\_contributor\_viewer - sn\_ins\_claim.profile.writer - sn\_ins\_claim.payment\_reader - sn\_ins\_claim.reserve\_reader - sn\_ins\_claim.fraud\_score\_reader - sn\_ins\_claim.injury\_writer - sn\_ins\_claim.property\_writer - sn\_bom.auto\_ins\_policy\_viewer - sn\_ins\_claim.coverage\_writer - sn\_bom.b2c\_agent - sn\_ins\_claim.participant\_writer - sn\_ins\_claim.policy\_snapshot\_reader - sn\_ins\_claim.summary\_page\_read
Personal Lines Claims viewer\[sn\_ins\_claim\_pers.auto\_viewer\]	Views personal auto claim cases and related data.	- sn\_bom.ref\_data\_viewer - sn\_bom.service\_definition\_read - sn\_bom.customer\_data\_viewer - sn\_bom.auto\_ins\_policy\_viewer - sn\_ins\_claim\_pers.auto\_viewer
Personal Lines Claims FNOL representative\[sn\_ins\_claim\_pers.fnol\_representative\]	Create and track personal claim cases for policies managed by them.	- sn\_customerservice.case\_contributor\_viewer - sn\_sla\_definition\_read - sn\_bom.customer\_data\_viewer - sn\_bom.auto\_ins\_policy\_viewer - sn\_customerservice.consumer\_contributor - 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	Description
Personal Lines Claims
Personal Auto Claim Case \[sn\_ins\_claim\_pers\_auto\_service\]	Stores information about personal claim cases. This table extends the Personal Claim Base \[sn\_ins\_claim\_pers\_base\] table.
Personal Auto Claim Task \[sn\_ins\_claim\_pers\_auto\_task\]	Stores information about all personal claims tasks for all personal claims cases.
Personal Auto Claim Adjuster Task \[sn\_ins\_claim\_pers\_auto\_adj\_task\]	Stores information about tasks related to the adjuster persona for personal claims.
Personal Claim Basesn\_ins\_claim\_pers\_base	Extends the Claim Base \[sn\_bom\_claim\_base\] table.
Property Incident\[sn\_ins\_claim\_pers\_auto\_incident\]	Stores information about property incident details for personal claims cases. This table extends the Claim Incident \[sn\_ins\_claim\_property\] table from Insurance Claims Core.
Insurance Special Investigations
SIU Tasksn\_ins\_siu\_task	Stores information about tasks related to the Special Investigation Unit department for all claims cases.