Request, review, and approve change coverage request workflows

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Request, Review, and Approve Change Coverage Request Workflows

    The change coverage request workflows enable agents to efficiently manage service requests related to insurance policy changes. This process allows for submitting, reviewing, and approving policy change requests, ultimately enhancing customer service and operational efficiency.

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    Key Features

    • Predefined Workflow: The workflow is customizable by insurance policy administrators to align with organizational needs.
    • Agent Workspace: Agents access their tasks through a centralized Workspace, guided by a case playbook that outlines necessary steps.
    • Request Submission: Requests can be submitted by policy requesters, consumers, or through self-service portals, requiring the activation of the Consumer Service Portal plugin for consumer submissions.
    • Automatic Task Routing: Upon submission, a workflow triggers that routes tasks to appropriate processor teams based on predefined assignment rules.
    • Underwriting Review: Processors can escalate cases to underwriters for additional review when necessary.
    • Quote Management: Processors send quotes to customers after approvals, with customers having the option to accept or reject the quote.

    Key Outcomes

    • Streamlined request management improves response time and service quality.
    • Clear visibility into the status of requests enhances communication with customers.
    • Efficient handling of policy changes results in better customer satisfaction and retention.
    • Automation of workflows reduces manual tasks, allowing teams to focus on complex cases.

    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.