---
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


---

# Work on a policy service case

# Work on a policy service case {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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 AllFinancial Services OperationsWorkspace.
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.
   {#work-ins-policy-case__choices_xbp_ycm_gmb}
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.

   {#work-ins-policy-case__choices_q2n_q5c_fpb}  
   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.
{#work-ins-policy-case__steps_llq_pbj_vnb}

## 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.

* [Work on an insurance underwriting task](https://servicenow-prod.fluidtopics.net/TWg1PKHIgnnbHlI~5wPJSw "Work on a personal insurance underwriting task to evaluate the policy request and analyze risks for an insurance policy customer.").
* [Work on a document task to verify documents for a policy service case](https://servicenow-prod.fluidtopics.net/fcsCIPe_w_okezAMTnmgsA "Work on a document task to manage and track documents (inbound and outbound) that are needed for a policy service case.").
* Work on a policy service task.
{#work-ins-policy-case__ul_kpv_mwc_fpb}

*[\>]: and then