Definition
A Claim in Salesforce (primarily in Financial Services Cloud and Insurance) is a standard or custom object representing a request from a policyholder for coverage or compensation based on the terms of an insurance policy. Claims track the details of the incident, the policy involved, the claimant, assessments, and the status of the resolution process.
Real-World Example
At their company, a support manager at QuickAssist leverages Claim to improve response times and customer satisfaction scores. After implementing Claim, agents have the tools and context they need to resolve issues on the first contact. Average handle time decreases by 20% and CSAT scores climb to an all-time high of 94%.
Why Claim Matters
Claim is a standard or custom object in Salesforce, primarily used in Financial Services Cloud and Insurance industry templates, that represents a request from a policyholder for coverage or compensation under an insurance policy. A Claim record captures details about the incident (date, type, location, description), the policy involved, the claimant and other parties, assessments and adjusters, and the status of the claim through the resolution process. Claims often link to related objects like Cases, Tasks, Assets (the insured items), and Documents.
Insurance organizations use Claims as the central object for managing claim lifecycles end to end: intake, triage, assignment to adjusters, evidence collection, evaluation, settlement decision, payment, and closure. The structure supports both first notice of loss workflows (where the claim is created from a customer call or web form) and ongoing claim management (where adjusters update progress, document findings, and coordinate with multiple parties). Salesforce Financial Services Cloud provides pre-built Claim object models and processes that align with insurance industry standards.
How Organizations Use Claim
- •QuickAssist Insurance — Built a first notice of loss workflow that creates a Claim record from a web form submitted by the policyholder. The Claim is auto-assigned to an adjuster based on incident type and region, and the policyholder receives status updates as the claim progresses.
- •ShieldGuard Financial — Tracks Claim status through a defined process: New, In Review, Adjuster Assigned, Awaiting Documentation, Approved, Denied, Paid, Closed. Each status change triggers different notifications and tasks.
- •Coastal Insurance — Links every Claim to the relevant policy and the Asset (the insured item) so adjusters can see complete coverage information and item history when making settlement decisions.