---
sourceDocument: Xanadu Financial Services Operations
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/financial-services-operations

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Request, review, and approve increase coverage request workflows

# Request, review, and approve increase coverage request workflows {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Learn how agents, using the increase coverage workflow, resolve service requests for
requesting, reviewing, and approving individual life insurance policy change requests.
The following diagram shows how the application helps agents resolve an increase coverage request.Figure 1. Individual Life Servicing - Increase coverage workflow example   

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 increasing 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 contributor or processor
:   An insurance policy contributor creates 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 a task creates to send a request to send to the
    customer the increase coverage .pdf document for their signature. Once the customer signs the
    document, and the contributor submits the case.

    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 the new premium amount. The processor determines if underwriting is required.
       * If the processor approves the request, a quote for the requested increase coverage 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.
       * If the processor rejects the request, the case becomes closed.
    2. If the customer approves the quote, the processor updates the policy record, sends updated policy documents to the customer, and closes the increase coverage task in the playbook.

Approving or rejecting a case as an underwriter
:   When a processor is not sure about whether to approve the requested change and a created
    task advances the case to the underwriter, the underwriter reviews the case details, may
    request a medical exam for the customer, or approves or rejects the case. If the underwriter
    approves the case to authorize the increase coverage change request, an updated premium quote
    for is sent to the customer or contributor.

Accepting or rejecting a quote as a customer
:   After a contributor or processor updates and sends the customer the increase coverage
    document with the changes for the customer's signature, the customer reviews the request
    details and signs the document. After the processor or underwriter approves the increase
    coverage request, the customer is sent an adjusted premium quote and can accept or reject the
    quote.

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