The process for customer account management provides a comprehensive view of the customer and it includes the capabilities to: create a new customer (either individual or business), open an existing customer and view the details, or update existing customer details. All the details, including the customer profile with personal information, previous claim details, policy information, and customer activities, can be captured and displayed in a single unified view.
Whenever a new customer contact is created, a Manage Customer Account (MCA) work object is created and linked to the customer contact record. It is maintained as a long running object. There is only one MCA work object per customer contact. The Pega Foundation for Insurance model treats each individual contact (individual or business) as the customer.