Set Up Essential Features of Insurance Policies and Claims

Learning Objectives

After completing this module, you’ll be able to:

• Show the most relevant policy and claim details on the policy component.
• Customize policy and claim details on the policy component.

Overview

The Policy component shows an account’s policies, claims, and other related details. Matt adds multiple instances of the Policy component on an account record page and customizes each instance to show different sets of information.

Show the Most Relevant Policy and Claim Details on the Policy Component

The Policies component shows policies and claims that help agents like Zeynep and Zaw plan their day-to-day work, stay on top of their targets, and better serve their clients. Matt chooses which policy fields to show on the Policy component by customizing the Insurance Policies related list on the account page layout. He also chooses which claim fields to show on the Policy component by customizing the Claims related list on the insurance policy page layout. Here’s how he does it.

Choose the policy fields to show on the Policy component.

1. From Setup, open Object Manager.
2. In the Quick Find box, enter Person Account, and then select Person Account.
3. Click Page Layouts, and then select Person Account Layout.
4. On the palette, select Related Lists.
5. Under Related Lists, double-click the Insurance Policies related list or click .
6. Under Columns, select up to 10 fields to include in the related list, and define the order in which the fields display. Select how to sort the records. The default is by record ID.
7. Click OK. Your changes aren’t saved until you save the page layout.
8. Save the page layout.

Choose the claim fields to show on the Policy component.

1. From Setup, open Object Manager.
2. In the Quick Find box, enter Insurance Policy, and then select Insurance Policy.
3. Click Page Layouts, and then select Insurance Policy Layout.
4. On the palette, select Related Lists.
5. Under Related Lists, double-click the Claims related list or click .
6. Under Columns, select up to 10 fields to include in the related list, and define the order in which the fields display. Select how to sort the records. The default is by record ID.
7. Click OK. Your changes aren’t saved until you save the page layout.
8. Save the page layout.

Choose the Policy and Claim Details to Show on Hover

When agents hover over a policy or claim on the Policy component, an expanded lookup card displays the key fields from the policy or claim record. Matt can customize the associated compact layout and choose the fields that he needs shown in the expanded lookup card.

Choose the policy fields to show in the expanded lookup card.

1. From Setup, open Object Manager.
2. Click Insurance Policy, and select Compact Layouts.
3. Clone the System Default layout, or click New to create a compact layout.
4. Enter a label for the compact layout, and add the fields to include.
5. Sort the fields in the order that you want them displayed by clicking the Up or Down arrow.
   • Put the Policy Number field first to provide users context when they hover over a policy.
6. Save the layout.
7. Click Compact Layout Assignment, and click Edit Assignment.
8. From the Primary Compact Layout list, select your compact layout.
9. Save your changes.

Choose the claim fields to show in the expanded lookup card.

1. From Setup, open Object Manager.
2. Click Claim, and select Compact Layouts.
3. Clone the System Default layout, or click New to create a compact layout.
4. Enter a label for the compact layout, and add the fields to include.
5. Sort the fields in the order that you want them displayed by clicking the Up or Down arrow.
   • Put the Claim Number field first to provide users context when they hover over a claim.
6. Save the layout.
7. Click Compact Layout Assignment, and then click Edit Assignment.
8. From the Primary Compact Layout list, select your compact layout.
9. Save your changes.

Show All Policies or Only Owned Policies

By default, the Policy component shows only the policies that a user owns. However, if Matt selects one or more participant roles (for example, beneficiary, driver, or subscriber) when adding the Policy component to an account record page, the list also includes the policies where the user is a participant. At the top of the list, there’s the Show only owned policies option. Matt selects this option to view only the policies that the user owns.

The policies are grouped by policy type. The policies that don’t have a policy type are grouped under the Others policy type. A group can show a maximum of five policies. If there are more than five policies in a group, Cumulus users see the All Owned Policies link at the bottom of the list. This link opens the Insurance Policies list view.

If agents don’t select the Show only owned policies option, they see two links at the bottom of the list: All Owned Policies and Other Policies. The All Owned Policies link opens the Insurance Policies list view. The Other Policies link opens the Insurance Policy Participants list view.

For a business account, the page shows only the All Owned Policies link.

Expand or Collapse Policy Types by Default

On account record pages, policies are grouped by policy types. Matt determines whether the policy types are expanded or collapsed when an account record page loads.

The policies that don’t have a policy type are grouped under the Others policy type.

1. On the account record page, from Setup, select Edit Page.
2. Click anywhere on the Policy component to select it.
3. In the Properties pane, select or deselect Expand all policy types by default.

When this option is selected, the record page may take longer to load if the account has several policies.

Show a Policy’s Parent and Child Policies

Matt enables policy hierarchy to give sales and service agents like Zeynep and Zaw quick access to a policy’s parent or child policies right from the list of policies on the client record page. It’s easier for agents to track policies with a hierarchical view available at a glance.

1. On the account record page, from Setup, select Edit Page.
2. Click anywhere on the Policy component to select it.
3. In the properties pane, select Show policy hierarchy.
4. Save your changes.

Agents can see the parent policy (1) and child policies (2) for a multiline policy in one place, without going through multiple related lists.

Depending on its position on the record page (main region or sidebar), the Policy component shows a maximum of five or two child policies. To view the full list of child policies, click 

The configurations that Matt’s performed so far are essential admin work to set up insurance policies and claims. Matt’s ready now to move to the next stage: setting up access to advanced features of insurance policies and claims.

Resources

• Salesforce Help: Show the Most Relevant Policy and Claim Details on the Policy Component
• Salesforce Help: Choose the Policy and Claim Details to Show on Hover
• Salesforce Help: Show All Policies or Only Owned Policies
• Salesforce Help: Expand or Collapse Policy Types by Default
• Salesforce Help: Show a Policy’s Parent and Child Policies