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

Add an ad-hoc task for an Insurance claims case

Create a task for an Insurance claims case to help prioritize and plan your claim work better.

Before you begin

Role required: sn_ins_gen_claim.processor, sn_ins_gen_claim.adjuster, or sn_ins_gen_claim.manager

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

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

  2. Open the claim one of the following ways.

OptionSteps
From the landing pageFrom a claims list, select the claim case that you want to create a task for.
From the applicable case/tasks list
  1. Select the lists icon (
    Image omitted: inline-data-vis-96px-list.png
    lists icon).</li>
  2. On the Lists tab, navigate to one of the following applicable lists (or the list category that is specific to your custom workflow):
  3. As a processor, select Insurance claim cases, and then select All.
  4. As an adjuster, select Insurance claim adjuster tasks, and then select All.
  5. As a manager, select Insurance claim flow approvals, and then select one of the following options: - My approvals - Reserves - My approvals - Payments
  6. In the list, select the case or task that you want to open.

  1. Add a task in one of the following ways.

    • If you are in a claim, select Add task.
    • If you are in an adjuster task, select Add claim task.
    • On the form, fill in the details.
FieldDescription
PriorityPriority of the task.
Due dateDate when the task is due.
Short descriptionBrief description of the task.
DescriptionDetailed description of what needs to be done for this task.
Work notesComments related to your findings.Manually posted comments and system-generated work notes add to the activity stream for the task.

  1. Assign the task to yourself or another user.

  2. Select Save.

    The task shows that it's in the New status. Active and inactive claim tasks are displayed on the claim case and on the claim Adjuster review.

What to do next

After a task is created, the task can move to the following statuses depending on the requirement for the task.

  • Work in Progress
    • After a new task is assigned to oneself.
    • A task assignee selects Accept to accept the task.
    • A task assignee selects a task currently in the Awaiting info status.
    • After a task assignee selects Open task to continue working on the task.
  • Awaiting info: A task assignee selects Awaiting info.
  • Closed complete: A task assignee selects Close to close the task.