Manage an Individual Life Claims case

---
title: Manage an Individual Life Claims case
description: Review claims in a case to verify the documents, evaluate the claim coverages, determine the claim payment details, and approve the settlement for a claim.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/insurance-claims/individual-life-claim-adjuster-tasks.html
release: australia
product: Insurance Claims
classification: insurance-claims
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Adjuster activities, Use, Individual Life Claims, Exploring insurance claims applications, Insurance applications, Financial Services Operations \(FSO\)]
---

# Manage an Individual Life Claims case

Review claims in a case 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\_claim\_indl.dbn\_adjuster

## Procedure

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

2.  Open a claim from either the adjuster landing page or from the individual death claims list.

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Option

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Steps

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**From the adjuster landing page**

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Open a claim that is assigned to you by selecting the **Number** link in the My active cases section.

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**From the Individual death claims list**

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1.  Select the lists icon \(\[Omitted image "inline-data-vis-96px-list.png"\] Alt text: lists icon\).
2.  On the **Lists** tab, under Individual death claims, select **All**.
3.  In the list, select the claim that you want to open.


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</table>3.  Complete the actions in the **claim workspace**.

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Claim task

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Claim workspace actions

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**To verify a document**

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1.  In the Tasks section, open the Document Verification task.
2.  Select **Verify** to verify the documents, or select **Reject** to reject the submitted documents.


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**To add claim coverage**

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1.  Expand a related death claim record by selecting the down arrow \(\[Omitted image "chevron-down-outline-24.svg"\] Alt text: Down arrow icon.\).
2.  Select **Add coverage**.
3.  In the **Claim coverage** field, search for the claim coverage.
4.  Select **Save**.


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**To add a reserve or payment**

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1.  Expand a related death claim record by selecting the down arrow \(\[Omitted image "chevron-down-outline-24.svg"\] Alt text: Down arrow icon.\).
2.  In Coverages, select one for the respective policy:
    -   **Add reserve**
    -   **Add payment**
3.  Fill in the required fields.
4.  Create the record by selecting **Save**.
5.  Review the details, and then select **Submit**.


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**To add an ad-hoc claim task**

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1.  In the Tasks list, select **Add claim task**.
2.  Fill in the required fields.
3.  Select **Save**.


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**To submit a reserve or payment amount for approval**

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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.

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**To submit a claim settlement decision**

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1.  Expand a related death claim record by selecting the down arrow \(\[Omitted image "chevron-down-outline-24.svg"\] Alt text: Down arrow icon.\).
2.  Select **Settle claim**.
    -   Approve the claim and send for fulfillment by selecting **Approve claim**.
    -   Choose **Deny claim** to reject the settlement.
3.  Enter comments for the settlement decision.
4.  Select **Submit**.


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</table>4.  Within a case, in the **Work notes** field, enter any comments that are related to your findings.

    The manually posted comments and system-generated work notes are added 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 for all policies, 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.