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

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

Work on personal claim adjuster tasks

An adjuster can review a claim to verify documents, evaluate claim coverages, determine claim payment details, and approve settlement for a claim.

Before you begin

Role required: sn_ins_claim_pers.auto_adjuster

Important: To access the Claim workspace, Fraud score, 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

Update and close the adjuster tasks of the claim case.

Procedure

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

Option	Steps
From the landing page	Select a task from the All open claims list.
From the Personal auto claim adjuster tasks list	Select the lists icon ( Image omitted: inline-data-vis-96px-list.png lists icon).</li> In the Lists tab, under Personal auto claim adjuster tasks, select All. In the list, select the task that you want to open.

Finish the work that is required to complete the evaluation or settlement task in your claims system.
Work on the adjuster task by completing various actions from the claim workspace.

Claim task	Claim workspace actions
To add a document verification task	Select Add document verification task. Fill in the required fields. Select Save.
To verify a document	Select Verify to verify the document or Reject to reject the submitted document for verification.
To add claim coverage	Select Add coverage. Select Claim coverage and any of the following required: Claim property Claim participant Select Save.
To add a reserve or payment	In Coverages and financials, select one from the Claim coverage list: Add reserve Add payment Fill in the required fields. Select Save.
To add an ad-hoc claim task	From the Tasks list, select Add claim task. Fill in the required fields. Select Save.
To submit a reserve or payment amount for approval	Select Approve to approve or Reject to reject the reserve or payment amount.1. In Coverages and financials, for a reserve or payment in the Claim coverage list, select Pending. 2. Select Submit.
To refer a claim for fraud evaluation	Select Send to SIU.
To submit a claim settlement decision	Select Settle claim. 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

Depending on the current stage of the case:

When the adjuster accepts the task, the task status sets to Work in progress.
When the adjuster submits a reserve or payment, if the amount is within their authorization limit, it is auto approved.
If the adjuster settles the claim, the claim case automatically closes, with the case status set as Closed complete, and claim stage moved to Closed rejected. System-generated work notes stating the rejection automatically add to the Activity stream for the task and claim case.
If one of the adjuster related tasks is approved, a task triggers to the claim processor to close the case. System-generated work notes stating the approval automatically add to the Activity stream for the task and claim case.

Related topics

Generate and view a claim's fraud score

View a claim's summary