Working with Self Service Transactions for Insurance

This chapter provides an overview of self-service for the insurance industry and discusses how to:

Work with PeopleSoft Customer Care transactions.
Change policies.
Browse catalogs to order products.
Search for locations.
Manage user profiles.
Report a First Notice of Loss (FNOL).
View claims.

Understanding Self-Service Transactions for Insurance

This section lists prerequisites and discusses:

Self-service view.
Self-service access.

Prerequisites

Much of the self-service functionality for insurance is based on core functionality for case and product catalog. Detailed information on setting up and managing self-service is available in these PeopleBook chapters:

Process	Details	More Information
Setting up customer self-service	Define guest IDs. Set up user registration features. Set up Contact Us features.	See Setting Up Customer Self-Service.
Working with customer self-service	Sign in to PeopleSoft self-service. Register as a personal user. Maintain name and sign-in information. Maintain a customer’s contact and address information. Maintain a customer’s address book. View internal contacts. Send messages.	See Working with Customer Self-Service Transactions.
Configuring self-service	Hide specific fields in self-service Case components. Configure Contact Me notifications. Associate solutions with reasons that self-service users provide for closing cases. Update descriptions of the predefined searches that the users of Self Service components use. Set up FAQs and troubleshooting guides.	See Configuring Self-Service Applications.
Working with self-service transactions	Create a case. Manage existing cases. Search for solutions. Use FAQs and troubleshooting guides.	See Working with Self-Service Application Transactions.

Self Service Management

The self-service menu enables the self-service user to perform these transactions:

Menu Item	Description
Customer Care	Create cases, view cases, search solutions, search frequently asked questions (FAQs), and view the troubleshooting guide.
Policy Administration	Modify policies.
Browse Catalog	View product catalogs, view information about product offerings, and request quotes online.
Search for Location	Find locations for specific products or services.
Profile	Change the username, password, default address, phone number, and email address; view and maintain an address book; and view internal contact information.
Customer Selection	Select the role for the current transaction.
Contact Us	Create an email that will be directed to the appropriate area in your organization.

Self Service Access

Two types of self-service users can access your site:

Guest users.
Registered users.

Guest User Access

When users first access the site, they are automatically logged in using the INSGUEST ID that is identified in your configuration properties file. As long as that ID has the appropriate permissions, users can use the site with limited access.

Then, users can sign in with their own user ID and password to further identify themselves and get additional access. For example, a user who accesses the site as a guest can access the product catalog but cannot view order statuses. Once the user signs in, both the product catalog and order statuses are accessible. Even after users sign in with their own user IDs, the guest ID controls certain site characteristics, such as the site language.

If you have more than one guest ID, users can switch to a different one by selecting a value from the drop-down list box on the page. Depending on how you define guest IDs, the IDs may control the site language, the business unit whose data is displayed, or other site characteristics.

Registered User Access

Visitors can register as personal users by clicking the Personal User Registration link and establishing a personal user ID. This prompts the system to create a consumer record for that person, and the registration causes the system to create a user ID that is associated with the new consumer record and that the visitor can use to sign in on subsequent visits to the site. The user ID is cloned from the guest ID that was active when the user registered. Menu navigation options and, in some cases, page appearance depend on the user's role or roles.

Users who forget their passwords can click the Password Hint link to request a new password.

Working with PeopleSoft Customer Care Transactions

This section lists the pages that consumers use to work with customer care transactions.

See Accessing Self-Service Transactions In PeopleSoft CRM and HRMS, Managing Existing Self-Service Application Cases, Searching for Solutions, Accessing FAQs, Selecting and Running Troubleshooting Guides.

Pages Used to Work with PeopleSoft Customer Care Transactions

Page Name	Object Name	Navigation	Usage
Customer Care	RBF_MNU_CARE	Customer Care	Access PeopleSoft Customer Care transactions and case functionality.
Create Case	RCFCASE_SW_SS_RPT	On the Customer Care page, click the Create a New Case link	Create new Cases to file complaints, request information, and so on.
Search Cases	RCFCASE_SW_SS_SRCH	On the Customer Care page, click the Search Cases link	Search for cases that they created, view case information, view a complete description of the problem, view solutions that are associated with the case, and resume product applications that have been saved for later.
Search Solutions	RC_SOLNSRCH_SW_SS	On the Customer Care page, click the Search Solutions link	Search for solutions to cases.
FAQ (Frequently Asked Questions)	RBT_FAQ_SOL_SS	On the Customer Care page, click the FAQ link	Search FAQs for a topic.
Troubleshooting Guide	RBT_TGUIDE_SS	On the Customer Care page, click the Troubleshooting Guide link	Access the troubleshooting guide for solutions.

Changing Policies

This section lists the pages that consumers use to make policy changes online.

Pages Used to Change Policies

Page Name	Object Name	Navigation	Usage
Policy Administration	RBI_MNU_POLICY	Click the Policy Administration link on the main menu	Access the Change Policy component.
Change Policy	RBI_CHG_POLICY_SS	Click the Change Policy link on the Policy Administration page	Change policies.

Ordering Products Online

This section lists the pages that consumers use to order products online.

Pages Used to Browse Catalogs to Order Product

Page Name	Object Name	Navigation	Usage
Browse the Catalog	RB_CATALOG	Click the Browse Catalog link on the main menu	View the available catalogs.
Product Display	RB_CATALOG	Click a product catalog link on the Browse the Catalog page	View the products that are available in the selected catalog.
Product Comparison	RB_CATALOG	Select up to three products on the Product Display page. Click Add Selected to Compare Pad	Compare up to three products side by side. The system displays detailed descriptions for comparison purposes. You can choose to get a quote from this page.
Product Details	RBF_APPLY_SA_PG	Click the Purchase this Product link on the Product Comparison page Click the product name on the Product Comparison page	View the selected product's features, terms, and conditions. You can choose to get a quote from this page.

Searching for Locations

This section list the page that consumers use to search for locations where specific products or services are available.

Page Used to Search for Locations

Page Name	Object Name	Navigation	Usage
Search for Location	RBF_SITE_SRCH_SS	Click the Search for Location link on the main menu	Search for locations that offer specific products or services.

Managing User Profiles

The section lists the pages that consumers use to manage user profiles.

Pages Used to Manage User Profiles

Page Name	Object Name	Navigation	Usage
Profile	RX_PROFILE	Click the Profile link on the main menu	Access the user profile menu.
Name and Sign In	RX_NAME_SIGNIN	Click the Name and Sign In link on the Profile menu	Modify name and sign-in information.
Default Addresses	RX_PROFILE_DFLTS	Click the Default Addresses link on the Profile menu	View and modify default addresses.
Address Book	RX_ADR_CONSUMER	Click the Address Book link on the Profile menu.	Maintain address books.
Contact Directory	WC_CONTACT_DIR	Click the Internal Contacts link on the Profile menu	Maintain directories of internal contacts.

Reporting an FNOL

The section lists the pages that consumers use to file a FNOL.

Pages Used to Report a FNOL

Page Name	Object Name	Navigation	Usage
Financial Account	RBF_FIN_ACCOUNT_SS	Click the policy number link on the My Policy pagelet	Review policy details.
Insurance Policy	RBI_POLICY_SS	Click the View Policy button on the Financial Account page	Review covered assets, coverages, deductibles, limits, and options for the selected policy.

Viewing Claims

The section lists the page that consumers use to view claim details.

Page Used to View Claims

Page Name	Object Name	Navigation	Usage
Review Claim	RBI_CLAIMHDR_SS_PG	Click the claim number on the Home page	Review claim details and access the case that is associated with the claim.