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Start a Claim for a Client

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Start a Claim for a Client

When a client reports a loss or incident, use the Claims Service Employee Assistance agent to capture the required first-notice-of-loss (FNOL) details. The agent asks intake questions that are specific to the policy's business line and guides you through each step of the FNOL process. When you complete the intake and file a claim, claims adjusters have all the information that they require to start processing the claim.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Agentforce Financial Services and Agentforce for Financial Services add-on, or included in Agentforce 1 Financial Services Edition.
Permissions Needed
To interact with the Claims Service Employee Assistance agent:

FSC Insurance permission set

AND

Prompt Template User permission set

AND

Run Flows permission

AND

Access to the Claims Service Employee Assistance agent
  1. Click the Agentforce icon to open the Agentforce panel.
  2. In the panel, select the Claims Service Employee Assistance agent from the dropdown menu.
  3. Tell the agent that you want to file a claim.

    If you're on the client's Account record page, the agent automatically identifies the account and gets the client's policies and claims. On any other page, the agent asks for the client's name, lists accounts with a matching name, and asks you to select an account. After you select the account, the agent gets the client's policies and claims.

    Next, the agent asks which policy you want to file the claim against.

  4. Tell the agent which policy to file against.

    For example, say: "Start a claim for the policy: Auto Insurance." The agent fetches full policy details, including participants, assets, and coverages, and asks you to confirm.

  5. Confirm that you want to file a claim against this policy.

    Based on the policy type, the agent prompts you for the details and supporting documents to gather from the client.

  6. Answer each intake question as the agent presents it, gathering details from the client.

    Example:

    Agent Question Your Response
    When did the incident occur? January 15, 2026
    Where did it happen? Highway 101 near exit 42
    Describe the damage. Front bumper and headlight damaged in a collision

    If the FNOL intake process requires supporting documents, the agent asks whether the client provided them and offers to draft an email requesting the documents.

  7. Optional: To request supporting documents, ask the agent to draft the email.

    The agent opens the email composer with a pre-populated request for supporting documents. Review the draft, make edits if needed, and send it to the client. Also, tell the agent that you've sent the email. The agent asks any pending intake questions, and shows you a preview of the claim.

  8. Review the details and suggest necessary changes. When you're ready, ask the agent to create the claim.
  9. When the agent asks about participants, provide details for each person involved. For example: "Add Jane Doe as a witness."

    Say "No more participants" when you're finished.

  10. When the agent asks about items, provide details for each damaged asset. For example: "Front bumper — Damaged Property."

    Say "No more items" when you're finished.

  11. Optional: To send the client a claim confirmation, say "Draft summary email."

    The agent drafts the email and opens the email composer. Review the email, make edits if needed, and send the email.

To file another claim, close this session and start a new one.

 
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