This chapter provides an overview of Policy and Claims Presentment self-service, lists prerequisites, and discusses how to:
Change policies in self-service.
Report a First Notice of Loss (FNOL) in self-service.
View claims in self-service.
This section discusses:
Self-service access.
Self-service management.
Two types of self-service users can access the site:
Guest users.
Registered users.
When users first access the site, they are automatically logged in using the INSGUEST ID that is identified in the 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. 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 appears, or other site characteristics.
Visitors can register as personal users by clicking the Personal User Registration link on the Sign In page and establishing a personal user ID. This sign-in 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. The visitor can use this ID 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.
This table describes the self-service menu items:
Menu Item |
Description |
Policy Administration |
Modify policies. |
Find Products |
View or search product catalogs, view information about product offerings, and request quotes online. |
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 the organization. |
Customer Care |
Create an FNOL, update claims, and log complaints. |
Self-service functionality for Policy and Claims Presentment is based on core functionality for case and product catalogs. This table lists chapters in this PeopleBook in which you can find detailed information about setting up and managing self-service:
Process |
Details |
More Information |
Setting up customer self-service |
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Working with customer self-service |
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The self-service user can make changes to policies online.
This section discusses how to administer policies in self-service.
Page Name |
Object Name |
Navigation |
Usage |
RBI_CHG_POLICY_SS |
Click the Policy Administration link on the main menu in self-service. |
Access the Change Policy component. |
|
RBF_PROD_APPLY_SA |
Click the Change Policy button on the Policy Administration page in self-service. |
Modify policies. |
Access the Policy Administration page.
Account Number |
Select a policy number that is associated with the user's role. You can modify only those policies that are authorized for the user in the security matrix. |
Modification Type |
Select the action that is associated with the product. This field defines the changes a policy owner can make to a policy. |
Change Policy |
Click to submit the policy change request. When the user clicks this button, more information will be captured to complete the change and a confirmation number is returned. If the Policy change requires re-quoting, a new quote provided. After the quote is accepted and purchased, a change policy request is sent to the legacy system to modify the policy. The legacy system updates the policy and sends the changes back to the PeopleSoft Enterprise CRM system. The PeopleSoft Enterprise CRM system subscribes to the published changes to the policy and eventually updates the policy. |
Access the policy through the My Policies pagelet to create a FNOL.
This section discusses how self-service users:
Review financial account information.
Review insurance policy details.
Report FNOL.
Page Name |
Object Name |
Navigation |
Usage |
RBF_FIN_ACCOUNT_SS |
Click the policy number link on the My Policies pagelet in self-service. |
Review policy details. |
|
RBI_POLICY_SS |
Click the View Policy button on the Financial Account page in self-service. |
Review covered assets, coverages, deductibles, limits, and options for the selected policy. |
Access the Financial Account page.
View Policy |
Click to access the Insurance Policy page. |
View Claim Summary |
Click to access the Claim Summary page. |
Access the Insurance Policy page.
View Billing History |
Click to access detailed billing history by date range. |
View Payment History |
Click to access detailed payment history by date range. |
Change Policy |
Click to initiate a policy modification request such as changing an address or adding an authorized driver. |
Create First Notice of Loss |
Click to create a new FNOL. |
Details |
Click to access asset information details. |
Access the Create First Notice of Loss page.
Policy Number |
Enter the policy number. |
Policy Name |
Enter the policy name. |
Policy Status |
Enter the policy status. |
Beneficiary Name |
Enter the beneficiary who is designated for the policy, if applicable. |
Insured Name |
Enter the name of the insured, who may or may not be the policy owner. |
Registration Name |
Enter the name that the insurer gave to the account while registering it. |
Owner Name |
Enter the policy owner's name. |
State |
Enter the state of issue for the policy. |
Save for Later |
Do not use this field when you create a FNOL. |
Driver's License |
Enter the insured driver's license number. |
DL Expiry Date (driver's license expiration date) |
Enter the driver's license expiration date. |
Accident Date |
Enter the date of the accident. |
Details |
Enter details of the loss. |
The self-service user can view claims information using the Claims link on the self-service homepage.
This section discusses how to review claim details.
Page Name |
Object Name |
Navigation |
Usage |
Review Claim |
RBI_CLAIMHDR_SS_PG |
Click the claim number link on the My Claims pagelet in self-service. |
Review claim details and access the FNOL that is associated with the claim. |
Claim Number |
Displays the unique identifier for the claim. |
Account Number |
Displays the policy number for the claim. |
Customer |
Displays the customer's name, which should be the policy owner. |
Contact Name |
Displays the name of the contact who represents the customer, if applicable. This name could be a contact for a consumer, company, partnership, or someone in an alternate capacity. |
Claim Date |
Displays the date when the claim was filed. |
Description |
Displays a brief description of the claim. |
First Notice of Loss |
FNOL that triggered the creation of the claim. |
View Claim Details |
Click to view detailed information about the claim. |