View insurance policies and coverages in Agentic Contact Center for Insurance

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

    • Review a customer's policy portfolio and coverage details in the Customer 360 page so that you can understand the customer's active and historical insurance products.

    Before you begin

    Role required: sn_ins_csr.servicing_agent, sn_ins_csr.claims_agent

    About this task

    The Policies section on the Customer 360 page shows all insurance policies associated with the customer, including both directly owned policies and policies where the customer appears as a participant.

    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. Scroll to the Policies section and select a policy from the Select policy dropdown list.

      Each policy displays a card with the following information:

      • Policy number: The unique identifier for the policy. Select the policy number to open the policy record.
      • Status: The current state of the policy. Active policies are shown in green. Canceled or terminated policies are shown in red.
      • Effective date: The date the policy came into effect.
      • Premium: The premium amount for the policy.
      • Role: The customer's roles on the policy (such as Policyholder or Insured), which can be one or more. Displays a hyphen (-) when no role is on record.
    3. Selecting a policy displays the Coverages subsection, where you can review the individual coverages on that policy.

      The coverages table displays the following for each coverage:

      • Coverage type: The name of the coverage.
      • Type: The coverage type category.
      • Coverage value: The maximum covered amount for this coverage.
      • Premium amount: The premium charged for this coverage.

      Policies section showing a selected policy with In Force status and a Coverages table listing Liability Protection, Dwelling, and Personal Property limits.