Give policyholders a faster way to report a loss and file a claim over the phone or in your customer portal with the Claims Service Customer Assistance agent. The agent verifies a policyholder's identity, collects incident details, creates a claim, and emails the claim and case details for the policyholder's reference. Policyholders can also request a callback from a customer service rep at any time during the call for further assistance. With the agent completing the claim intake for the routine cases, your customer service reps can focus on helping policyholders with complex claims.
Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions with the Agentforce for Financial Services add-on license or included in Agentforce 1 Financial Services Edition.
When: This feature is available starting the week of October 19, 2026.