View insurance cases in Agentic Contact Center for Insurance

  • Release version: Australia
  • Updated May 13, 2026
  • 1 minute to read

    • Review insurance claims and service cases for a customer in the Customer 360 page so that you can understand the customer's open and recent service activity.

    Before you begin

    Role required: sn_ins_csr.servicing_agent, sn_ins_csr.claims_agent

    Procedure

    1. Open a customer record.
      • From an active interaction, select the customer's name in the customer details card.
      • Navigate directly to the consumer, account, or contact record from the workspace.
      The Customer 360 page opens in a separate tab.
    2. Navigate to the cases lists and select the tab that matches the case type you want to review.
      • All: All cases associated with the customer.
      • Claims: Insurance claim cases associated with the customer, including cases where the customer appears as a claimant or participant. (Cases are displayed to users with the claims_agent role.)
      • Servicing: Policy servicing cases across personal lines, commercial lines, individual life, and group life. (Cases are displayed to users with the servicing_agent role.)

      Cases are sorted by last updated date and time, with the most recent first. Each row shows the case number, last updated date and time, service definition, state, and assigned agent.

      Cases list showing All, Claims, and Servicing tabs, with case records displaying Number, Updated timestamp, Service, State, and Assigned to columns.

    3. Optional: To change the sort order of the case list, select a column header to sort by case number, last updated date and time, service definition, status, or assigned agent.
    4. Select the case number to open the case record.

    Result

    The case record opens in a new tab.