Configuring Claims Management (Veeva Claims)

Veeva Claims provides a standardized way for legal and regulatory teams to manage how your organization requests, develops, reviews, approves and, if needed, withdraws product claims in the consumer goods industry. Claims Management keeps substantiation documents and legal and regulatory approvals organized in a single place, which gives users a clear line of sight to all the claims your organization has in the market.

Claims Management also provides the ability to create a statement library of desired messages which users can use when creating claims. A statement is a standalone desired message, such as “100% Organic.” Statements are not tied to a product. With the availability of a statement library, users can create claims quickly by selecting a statement and the product to which they want to apply the selected statement. A claim is a statement about a particular product.

Veeva Claims allows you to edit and add to your application data model by customizing standard objects, creating custom objects, and configuring object relationships. You can also configure business rules using lifecycle and workflow options.

Claims Management Objects

Veeva Claims uses the following core objects to support Claims Management:

Statement (statement__v): This object represents the standalone desired messaging in the specified language.
Claim (claim__v): This object represents an individual claim and contains information about the statement, the footnote (fine print), and the product to which the claim applies.
Local Adaptation (local_adaptation__v): This object represents an adaptation of a Claim record, adapted for a specific location.
Product (product__v): This object represents a product. While a Product can have multiple Claim records, a Claim record can only belong to a single Product because substantiation takes place on a per-product basis. If multiple Products use the same Claim, you can create separate Claim records with the same statement.
Substantiation (substantiation__v): This object represents non-document substantiation content.
Claim Substantiation Join (claim_substantiation__v): This object joins the Claim and Substantiation objects and allows a Claim to be associated with multiple Substantiation records. This object does not support object types.

Configuration Overview

Configuring your Vault to use Claims Management involves the following steps:

Define the Claim Tier Setting
Configure statement uniqueness
Configure self-referencing Statements
Configure substantiation on Claims
Configure local adaptations
Configure product line extensions
Optional: Configure view and assign available product Claims
Optional: Configure comments
Optional: Review the Claims lifecycles and adding custom lifecycle states
Optional: Review the Claims workflows and adding customization

Note: Depending on your Vault’s creation date and which features are currently enabled and configured, some of the steps described in this article may be unavailable or already complete in your Vault.

Defining the Claim Tier Setting

You must define the claim tier setting by creating a Claim Tier Setting type of Claim Admin Setting. This enables the layer of Statement object in a Vault’s configuration, allowing users to create Claims by selecting existing Statements from the statement library (after the statement library is populated with records).

To define the claim tier setting:

Navigate to Business Admin > Objects > Claim Admin Settings.
Click Create.
For Setting Type, select Claim Tier Setting.
Select Enable 3rd Layer (Statement).
Click Save.

Configuring Statement Uniqueness

You can configure your Vault to enforce uniqueness criteria for a single statement text and language combination. When configured, users cannot create duplicate Statements for the same language. To configure statement uniqueness:

Navigate to Admin > Configuration > Objects > Statement > Fields > Statement Uniqueness.
Click Edit.
Select the Values must be unique checkbox.
Click Save.

Configuring Self-Referencing Statements

We recommend configuring self-referencing Statements so that users can store translations or dialect variations of Statements. By using self-referencing Statements, you can tie translated Statements to one (1) global parent Statement. A global Statement can be in any language; however, we recommend committing to a single language for all global Statements in your Vault.

To configure self-referencing Statements:

Configure the Statement (statement__v) object layout:
- Include the Statement Language (statement_language__v) and Global Statement (global_statement__v) fields.
- Include a related object section for the Statement object. Include the Statement Language field to display as a column for this section.
Review the values in the Country Language (country_language__v) picklist and add values as needed. Users select a language value from this picklist when creating Statements.

Configuring Claim Substantiation

Veeva Claims allows users to add Substantiations to each Claim and link those records to reference documents to provide proof of a claim’s validity. See Configuring Claim Substantiation for more details.

Configuring Local Adaptations

See Configuring Local Adaptations for more details.

Configuring Product Line Extensions

Veeva Claims allow users to copy Claims from one (1) Product to another to improve efficiency in cases where another Product needs to utilize the same set of Claims.

Review the following behavior regarding the process of copying from the source set of Claims to the target set of Claims:

If a Claim has a field that has both Values must be unique and Users must always enter a value (required) selected, the copy process will not copy the record. If you want Vault to copy required custom fields when users create product line extensions, do not select the Values must be unique checkbox.
If a Claim has a field that has Values must be unique selected but Users must always enter a value (required) not selected, the copy process will copy the record but not the field; however, if the unique but not required field is set as required for the object type, the copy process will not copy records of that object type.
If a Claim has a field that has Do not copy this field in Copy Record selected, the copy process will copy the record but not the field.
Fields are copied for a record in an object type only if you’ve enabled the field on that object type.
Vault copies only Claims to which users have Edit permission but copies all related Substantiations, including those they may not have permission to Read.

How to Configure Product Line Extensions

To configure your Vault to support product line extensions:

Assign the Bulk Copy Claims action to the Product object to allow users to copy Claims from one (1) Product to another. We suggest labeling this action “Copy Claims to Another Product”.
Optional: Add the Copy Related Substantiation Records field to the Copy Claims To Another Product object layout. This allows users to specify if they want to copy existing active Substantiations and their related documents to the new Claims, generating new Claim Substantiation Joins.

Configuring Configuring View & Assign Product Claims

You can configure the Available Parent Claims and Available Child Claims sections on the Product object layout, which allows users to review all Claims in the Product’s hierarchy based on the related Product Composition records. You can also configure the Assign Available Claims action on the Product object, which allows users to selectively assign available Claims by generating new Claims for the Product. See Configuring View & Assign Product Claims for more details.

Configuring Comments

You can configure your Vault to allow users to add comments to any object, including the ability to reply to comments in comment threads on certain object records. See Configuring Comments for details.

Claims Management Lifecycles

Veeva Claims includes the following object lifecycles:

Claim Lifecycle: Newly-created Claims begin in the Proposed lifecycle state. If your Vault includes Pack Copy, you can optionally configure the Auto Create Element action as an entry action in the Claim Lifecycle.
Statement Lifecycle: Newly-created Statements begin in the Draft lifecycle state and have other states of: In Use and Rejected. This lifecycle is available only if your Vault’s configuration includes a statement library.
Substantiation Lifecycle: Newly created Substantiations begin in the Draft lifecycle state and have the other states of: Approved, and Rejected.

You can add custom lifecycle states to any of these lifecycles to suit your organization’s needs.

Claims Workflows

The Claim Lifecycle includes the following standard workflows:

Claim Substantiation Development: Sends a task to provide substantiation for a Claim and ends in a state change to Substantiation Development Complete or, if no supporting evidence was found, Substantiation Unavailable.
Claim Review: Sends a review task to evaluate a claim and provide feedback prior to approval. If reviewers accept the Claim as is, the Claim changes to Review Complete state. Reviewers can also ask for changes to the Claim, which changes the Claim state to Revise and Resubmit.
Claim Approval: Sends a task to give final approval to a Claim. When the workflow completes successfully, the Claim ends in Approved state. Approvers may also reject the Claim, which ends the Claim in Rejected state.

You can customize standard workflows or create custom workflows. If your Vault includes Pack Copy, you can configure the Auto Create Element action as a workflow system step in the Claim Approval workflow or a custom workflow.

You can complete all steps in this article with the standard System Administrator or Vault Owner security profile. If your Vault uses custom security profiles, your profile must grant the following permissions:

Type	Permission	Controls
Security Profile	Admin: Configuration: Object Lifecycles: Create, Edit	Ability to create and modify object lifecycles.
Security Profile	Admin: Configuration: Object Workflows: Create, Edit	Ability to create and modify workflows.
Security Profile	Admin: Configuration: Objects: Create, Edit	Ability to create and modify objects.
Security Profile	Admin: Security: Permission Sets: Edit	Ability to modify permission sets for users.