Create an individual life service case

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • A processor or contributor can begin the policy request process by creating an individual life case on behalf of your customer.

    Before you begin

    Role required: sn_ins_indiv_life.processor, sn_ins_indiv_life.processor_connector, or sn_ins_indiv_life.contributor
    Note:
    The applicable universal contributor role can also be assigned to create a case. For more information, see 110319b85caaf2e37e14ae65d0bf1e3cf4530756.dita.
    Important:
    For the agent connector or contributor role to work, they must be combined with one of the roles in CSM industry data model or Contributor users. For more information, see Roles and Personas.

    About this task

    Contributors and processors can submit individual policy service requests for customers from their workspace.

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (lists icon.).
    3. Create a case from the individual life service case list or an interaction record.
      OptionSteps
      Individual life case from the individual life case list
      1. In the Lists tab, under Individual life service cases, click All.
      2. Select New.
      Individual life case from an interaction record
      1. In the Lists tab, under Interactions, select My Interactions.
      2. Open the required interaction record for the customer.
      3. Select Create Case.

      For information on how to create an interaction, see Create an interaction.
    4. In the Create a new case dialog box, select the individual life service that you want to create a case for.
      • Add/Change beneficiary
      • Increase coverage
      • Decrease coverage
      • Convert term to perm
      • Cancel policy
    5. Select Create.
    6. On the form, fill in the required fields and any other related information that you've gathered from the customer.
    7. Select Save.

    Result

    Based on the request type, a policy service case is created in the New state. The case is assigned to an assignment group or a policy processor in the policy service department. The assignment group or user that the case is assigned to is based on the assignment rules.