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

Create an Individual Life Claims case

Begin the claim process by initiating an individual life claim case on behalf of the claimant.

Before you begin

Role required: sn_ins_claim_indl.fnol_representative

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 individual life claim cases list.
OptionSteps
Individual life claim
  1. In the Lists table, under Individual death claims, select All.
  2. Select New.

  1. In the Create new case dialog box, select Report individual death claim.

  2. Select Create case.

  3. In the Lookup policies activity, in the Deceased field, search for the client's policies.

    The policies that are associated with the deceased client are displayed in a list.

  4. Confirm that the policy details are correct, and then select Continue.

  5. In the Deceased details activity, enter the details of the incident.

  6. In the Reporter details activity, enter the details of the entity reporting the incident.

Reporter statusSteps
Is a policy participant
  1. Select the Select from policy participants checkbox.
  2. In the Type field, select whether the reporter is a person or a company.
  3. In the Consumer (person) or Account (company) field, use the search function to search for policy participants. The contact details populate after selecting the participant.
Is not a policy participant
  1. In the Type field, select whether the reporter is a person or a company.
  2. On the Details form, enter the reporter's details.

  1. Select Continue.

    In the Collect documents activity, the document verification tasks for this claim are displayed.

    The claim includes a document verification task for any supporting documentation.

  2. In the Initiate claim step, add any required notes to the Comments field.

  3. Select Submit.

Result

A claim case is created in the New state and the workflow is triggered. If applicable, the claim cases for additional related policies are also created for the case. The cases are assigned to an assignment group that is based on the defined assignment rules.

What to do next

Assign cases to yourself and start working on them. For more information, see Adjuster activities.