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Use › Commercial Lines Claims › Exploring insurance claims applications › Insurance applications › Financial Services Operations \(FSO\)
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create a commercial claim case

A first-notice-of-loss representative or processor can begin the claim process by initiating a commercial claim case on behalf of your customer.

Before you begin

Role required: sn_ins_claim_cml.fnol_representative or sn_ins_claim_cml.auto_processor

Procedure

  1. Navigate to All > Financial Services Operations > Workspace.

  2. Select the lists icon (

Image omitted: inline-data-vis-96px-list.png
lists icon\).
  1. Create a case from the commercial auto claim cases list or an interaction record.
OptionSteps
Commercial auto claim case from the commercial auto claim case list
  1. In the Lists tab, under Commercial auto claim cases, click All.
  2. Select New.
Commercial auto claim case from an interaction record
  1. In the Lists tab, under Interactions, click My Interactions.
  2. Open the required interaction record for the customer.
  3. Select Create Case. For information on how to create an interaction, see Create an interaction.

  1. In the Create a new case dialog box, select Commercial auto policy report claim.

  2. Select Create.

  3. On the form, fill in the required fields and any other related information that you've gathered from the customer.

  4. 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 claim case.

  5. Select Save.

Result

A commercial claim case is created in the New state and the workflow is triggered. The case is assigned to an assignment group based on the defined assignment rules.

What to do next

As a claim processor, you can assign the case to yourself and start working on it. For more information, see Process a commercial claim.