Request, review, and approve change coverage request workflows

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Request, Review, and Approve Change Coverage Request Workflows

    This document outlines how agents utilize the change coverage limits workflows to address service requests for policy change requests in the Financial Services sector, specifically for Property and Casualty Insurance. The predefined workflow can be tailored by insurance policy administrators to meet specific organizational needs.

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    Key Features

    • Workflow Customization: Administrators can modify the predefined workflow to align with business objectives.
    • Case Playbook: Guides agents through the steps necessary to fulfill change requests.
    • Multi-Portal Submissions: Requests can be submitted by customers or on their behalf through various portals, provided the necessary plugins are activated.
    • Automated Task Routing: Automatic routing of tasks to the appropriate processing teams based on the request type.

    Key Outcomes

    Upon submission of a policy change request:

    • The processor reviews the request and determines if underwriting is necessary.
    • If approved, a quote is sent to the customer for acceptance.
    • Underwriters are involved if further review is needed, ensuring thorough evaluation before policy updates are made.
    • Once the customer accepts the quote, the policy record is updated, and the change coverage task is closed in the playbook.

    Learn how agents, using the change coverage limits workflows, resolve service requests for requesting, reviewing, and approving policy change requests.

    The following diagram shows how the application helps agents resolve a change policy coverage request.
    Figure 1. Change coverage workflow example
    Workflow showing how a policy change coverage request is resolved using the Personal Lines Servicing application. For the text description, refer to the workflow steps that follow.
    The insurance policy admin can review and customize this predefined flow based on the business needs of your organization.

    The following workflow routes the case and tasks for changing coverage for a policy to agents in different departments. The agents log in to the Workspace to work on the tasks in their queue. The case playbook guides agents through the steps that are needed to fulfill the request.

    Submitting a request as a policy requester, contributor, or processor
    An insurance policy requester submits a request on behalf of a customer.
    A customer (consumer or contact) can directly submit a request from the Customer Service Portal, Consumer Service Portal, or another self-service portal.
    Note:
    For consumers to submit a request using the Consumer Service Portal, you must have the Consumer Service Portal plugin (com.glide.service-portal.consumer-portal) activated.

    A policy service case is created based on the request type, and routes to the processor.

    Note:
    In the case playbook, the requester or contributor updates the case details in the Initiate and review stage, and submits the change for fulfillment.

    A workflow triggers automatically, and the assignment rules route the associated tasks to the appropriate processor teams.

    Reviewing a request and submitting a decision as a processor
    1. In the case playbook, the processor reviews the policy change request and determines if underwriting is required. The processor approves or rejects the request.
      • If the processor approves the change request, a quote for the requested change is sent to the customer or contributor.
      • If the processor is not sure about whether to approve the requested change, a task is created to advance the case to an underwriter.
    2. An underwriter reviews the case details and approves or rejects the case. If they approve the case to authorize the policy change request, a quote for the requested change is sent to the customer or contributor.
    3. If the customer approves the quote, the processor updates the policy record, sends updated policy documents to the customer, and closes the change coverage task in the playbook.
    Accepting or rejecting a quote as a customer
    When the customer receives a quote after acceptance of the requested policy change, they can accept or reject the quote.

    The case is complete, and the state and stage of the case are set to Closed Complete.