Create a personal claim case

task australia Updated Sep 10, 2026 1 min read create-personal-claim-case.md

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

Before you begin

Role required: sn_ins_claim_pers.fnol_representative or sn_ins_claim_pers.auto_processor

Procedure

Navigate to All > Financial Services Operations > Workspace.
Select the lists icon ([Omitted image "inline-data-vis-96px-list.png"] Alt text: lists icon).
Create a case from the personal auto claim cases list.

Option	Steps
Personal auto claim case from the personal auto claim case list	In the Lists tab, under Personal auto claim cases, select All. Select New.

4. In the Create a new case dialog box, select **Personal auto policy report claim**.

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

Result

A personal 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 personal claim.

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---
title: Create a personal claim case
description: A first-notice-of-loss representative or processor can begin the claim process by initiating a personal claim case on behalf of your customer.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/insurance-claims/create-personal-claim-case.html
release: australia
product: Insurance Claims
classification: insurance-claims
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use, Personal Lines Claims, Exploring insurance claims applications, Insurance applications, Financial Services Operations \(FSO\)]
---

# Create a personal claim case

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

## Before you begin

Role required: sn\_ins\_claim\_pers.fnol\_representative or sn\_ins\_claim\_pers.auto\_processor

## Procedure

1.  Navigate to **All** &gt; **Financial Services Operations** &gt; **Workspace**.

2.  Select the lists icon \(\[Omitted image "inline-data-vis-96px-list.png"\] Alt text: lists icon\).

3.  Create a case from the personal auto claim cases list.

<table><thead><tr><th align="left" id="d124116e85">

Option

</th><th align="left" id="d124116e88">

Steps

</th></tr></thead><tbody><tr><td id="d124116e94">

**Personal auto claim case from the personal auto claim case list**

</td><td>

1.  In the **Lists** tab, under **Personal auto claim cases**, select **All**.
2.  Select **New**.


</td></tr></tbody>
</table>4.  In the Create a new case dialog box, select **Personal auto policy report claim**.

5.  Select **Create**.

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

7.  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.

8.  Select **Save**.


## Result

A personal 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 personal claim](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/insurance-claims/process-personal-claim.md).