Use › Insurance claims › Exploring insurance claims applications › Insurance applications › Financial Services Operations \(FSO\)

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

Work on Insurance claims adjuster tasks

Review a claim to verify the documents, evaluate the claim coverages, determine the claim payment details, and approve the settlement for a claim.

Before you begin

Role required: sn_ins_gen_claim.adjuster

Important: To access the Claim workspace, and Summary adjuster workspace related tabs, you must activate the CSM default record page. By default, the page is set to inactive. To determine the default page for displaying records in CSM Configurable Workspace, see CSM Configurable Workspace record pages .

About this task

This procedure references service definitions and products that are used in the included travel insurance claim line of business. Your workflow may vary depending on your configuration.

Procedure

Navigate to All > Financial Services Operations > Workspace.
Open the task in one of the following ways.

Option	Steps
From the landing page	From the All open claims list, select a task.
From the Insurance claim adjuster task list	Select the lists icon ( Image omitted: inline-data-vis-96px-list.png lists icon).</li> On the Lists tab, under Insurance claim adjuster tasks (or the list category that is specific to your custom workflow), select All. In the list, select the task that you want to open.

Work on the adjuster task by completing actions from the claim workspace.

Claim task	Claim workspace actions
Add a document verification task	In Tasks, open the task drop-down list and select Add document verification task. On the form, fill in the fields. Select Save.
Verify a document	In a Submitted document task, select Verify to verify the submitted document.
Reject a document	In a Submitted document task, select Reject to reject the submitted document.
Add claim coverage	In Coverages and financials, select Add coverage. On the form, fill in the fields. Select Save.
Add a reserve or payment	In Coverages and financials, select one from the Claim coverages list: Add reserve Add payment On the form, fill in the fields. Select Save.
Add an ad-hoc claim task	In Tasks, select Add claim task. On the form, fill in the fields. Select Save.
Submit a reserve or payment amount for approval	If the reserve or payment amount is above your approval threshold, an approval task is created and assigned to your manager when you submit the amount.
Submit a claim settlement decision	Select Settle. Select Approve claim to approve the claim and send for fulfillment. Select Deny claim to reject the settlement. Enter comments for the settlement decision. Select Submit.

Within a task, 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 task and claim case.

Result

When you accept the task, the task status is set to Work in progress.
When you submit a reserve or payment amount within your authorization limit, it’s auto-approved.
If a claim validation is rejected, the claim case closes with a case status of Closed rejected. System-generated work notes about the rejection are automatically added to the activity stream for the task and claim case.
If you settle the claim, the claim case automatically closes, with the case status set as Closed complete.