Request, review, and approve change coverage request workflows

  • Release version: Xanadu
  • Updated August 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 can effectively manage service requests for policy change coverage using the change coverage limits workflows within ServiceNow. It describes the roles of different participants in the workflow, including policy requesters, processors, and underwriters, and provides a clear pathway for handling requests from initiation to closure.

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    Key Features

    • Predefined Workflow: Insurance policy admins can customize the default workflow based on organizational needs.
    • Task Routing: The workflow automatically routes cases and tasks to the appropriate agents across departments.
    • Case Playbook: Guides agents through the necessary steps to fulfill change requests, ensuring consistency and efficiency.
    • Customer Interaction: Customers can submit requests directly through various self-service portals, facilitating ease of access.
    • Approval Process: Processors can approve or reject requests, and if further review is needed, cases can be escalated to underwriters.

    Key Outcomes

    By utilizing the change coverage request workflows, ServiceNow customers can expect:

    • Streamlined processes for handling policy change requests, improving response times.
    • Enhanced collaboration among agents from different departments through structured task assignment.
    • Clear communication with customers regarding quotes and policy updates, fostering customer satisfaction.
    • Efficient closure of cases once requests are fulfilled, with proper documentation and updates sent to customers.

    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 Commercial 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.