Work on a policy service case

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

    • Review a policy case for a policy service request and update its details to trigger its workflow.

    Before you begin

    Role required: sn_ins_policy_b2c.auto_policy_processor or sn_ins_policy_b2c.homeowner_policy_processor

    About this task

    The Personal Lines Servicing modules enable processors to work on cases and tasks for personal policy accounts. When a customer requests an insurance policy service, a policy service case is created and assigned to an insurance policy processor. After the processor updates the case details, the configured workflow is triggered. The flow triggers various tasks from the case and the assignment rules route these tasks to the appropriate back-office teams such as insurance policy, underwriting, or document service. A new task is created when an agent closes the previous task. All tasks that are associated with the case appear in respective tasks tabs.

    Use the case playbook that provides the activities and tasks required to research and fulfill the request.

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Click the lists icon (lists icon.).
    3. In the Lists tab, under Policy Service Cases, open the case list.
      • For your assigned cases, click Assigned to me.
      • For all cases, click All.
    4. In the list, select the case to work on.
      • To work on a case that is assigned to you by someone else, click Accept.
      • To work on a case that is not assigned to you yet, assign it to yourself by clicking Assign to me.
      The state of the case updates to Work in Progress.
    5. Select the Playbook tab.
      The case playbook guides processors through the steps that are involved in resolving a case.
    6. Use the activities and tasks under the playbook stages to fulfill the request and resolve the case.
      Note:
      Depending on the policy service request type, a playbook might have additional or fewer activities and tasks.
      Any tasks generated during playbook activities appear in the Tasks tab of the case.
    7. Optional: For any ad hoc work, create a policy service task by navigating to the Policy Service Tasks tab of the case and clicking New.
    8. Click Update.

    Result

    The case workflow triggers next tasks for underwriter and document agent and the case moves to the next stage.

    What to do next

    Work on the tasks associated with the case to resolve it.