Implementing Personal Auto Claim for Pega Case Management Edition

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Implementing Personal Auto Claim for Pega Case Management Edition

Description Walkthrough of the Personal Auto Claim case type implementation using Case Management Editin capabilities
Version as of 8.7
Application Pega Customer Service
Capability/Industry Area Insurance



Pega’s Customer ServiceTM Case Management Edition (CME) enables you to embed Pega’s case management capabilities into your existing desktop and all your service channels.

Before you begin[edit]

For more information about different recommended design methodologies, prerequisites, troubleshooting common issues, and recommendations to leverage Pega Customer Service Case Management Edition, see Implementing case types using Digital Experience APIs for Pega Customer Service Case Management Edition.

Design methodology for the Personal Auto Claim implementation[edit]

For the Personal Auto Claim case type, the Rebuild UX design methodology was used and tested by using the React starter pack and DX v1 APIs. All the changes described below are available in the PegaCSIns-Cases-CME ruleset that is included with the product. You can also extend the rules in this ruleset for any changes to render a case by using DX v1 APIs.

Context for the case type[edit]

For an external desktop agent to launch Personal Auto Claim case type, the context for the customer and policy is required.  

For demo purposes, if you are using the React starter pack, the context parameters are dynamically passed from the application settings option as shown in the following figure: 

Personal Auto Claim case type implementation[edit]

The Personal Auto Claim case type enables insurance policyholders to easily file a personal auto claim, also known as the first notice of loss (FNOL), within minutes of an accident occurring. The following are design decisions that were made for this existing case type to render it in an external desktop.

Functional scope[edit]

  • For a better user experience when using DX v1APIs, the scope has been limited to capture only one witness and pedestrian information instead of a list.  
  • In the initial intake information, the option to change the policy ID has been removed and limited to the policy that is passed as part of context.

Common rule changes[edit]

Because the new Confirm harness is in a templatized version, the harness has been rebuilt in the PegaCSIns-Cases-CME ruleset so that it appears as expected for all case types and in all appropriate channels.

Implementation details[edit]

This section describes the DX v1 API and React starter pack issues that were encountered while rendering the Personal Auto Claim case type. It also includes workarounds that were used.

Intake page[edit]

The following figure shows the Intake page that is used to collect initial information regarding the personal auto claim:

Date is defaulted to today's date[edit]

For date control, the default value is always set as the current date in the React starter pack.

For example, on the Intake page, the date of loss that is used to capture the date when the incident occurred, is defaulted to today's date in the React starter pack.

Workaround: Placed a Run data transform shape in the flow prior to the assignment and preset the date values to some value other than blank.

Field reserves unnecessary space[edit]

For all wrapping layouts, even though the visibility when conditions setting is false, the field still reserves the space.

FNOL reserved space.png

Workaround: Used different section and UI changes for the external desktop.

The custom width for a dropdown list is not reflected in the React starter pack[edit]

Dropdown settings.png

Workaround: Used the default width or reduced the section's maximum width.

Header in a two-column layout[edit]

If you define a header for an embedded section that has a two-column layout, the header is displayed twice. For example, Accident location is the header for the embedded section with the label Claim data info. Claim data info is a two-column layout. The header is repeated twice.

FNOL section header.png
FNOL duplicate headers.png

Workaround: Did one of the following:

  • Placed the header label in the parent section instead of the embedded section header.
  • Created a single-column embedded section that included the two-column layout and placed the header in this single-column embedded section.

Incident page[edit]

The following figure shows the page that is used to collect incident information:

Issue with the default values in the dropdown list[edit]

The default values in the dropdown list are not being shown although the default value is part of the API response.

FNOL default value of dropdown.png

Workaround: Instead of default values in the section, set this property value in the flow. For example, added the Run data transform shape in the flow prior to the assignment and set the same default value to the property.

Collect information - Vehicle details page[edit]

The following figure shows the page that is used to collect vehicle information:

Binary images are not rendered in the React starter kit[edit]

FNOL Binary image.png

Workaround: Used an external URL to load images.

Issue with dropdown control[edit]

To use dropdown control, if the list source of the property is Data page, the choices are not being displayed.

Dropdown property with datapage as source.png

Workaround: Changed the value of List source from As defined on property to Data page in the section.

Section configuration with dropdown control.png

The Driving information page is populated from insured data[edit]

Whenever the Who was driving field was selected, the Driving information page is populated from the insured data. Because this data is not committed to the database, whenever a refresh action is performed on the page, the data for the driver is lost.

FNOL commit on change.png

Workaround: Did one of the following:

  • Ensured that the user interface was designed in such a way that it supports stateless architecture. When the value was selected in the Who was driving field, the related data that was fetched was committed to the database.
  • Separated the selection and display of information into two separate assignments.

Collect information - Property damages page[edit]

The following figure shows the page that is used to collect information regarding property damages:

Placeholder for properties with source as data page[edit]

The placeholder for properties with source as data page is not displayed in the React starter pack.

Screen4 placeholder.png

Workaround: If a placeholder is required to meet the design requirements, added it to the dropdown source or as the default value with necessary validations.

Review page[edit]

The following figure shows the review page that provides an overview of the details that were captured before submitting the case:

Add row and delete row appear for any grid built by using table[edit]

Workaround: Must modify the React starter kit.

Confirm page[edit]

The following figure shows that the confirmation request has been placed successfully:

Conclusion[edit]

You can embed Pega’s out-of-the-box case types into external desktops by leveraging the DX v1 APIs and making suitable changes in the UX. This requires little effort with significant outcomes by leveraging Pega Case Management in a client UI of choice.