Using Personal Lines Servicing

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Learn how the following roles use Personal Lines Servicing to update policies, change coverages, review and approve underwriting, and send documents for personal policies.

    With Personal Lines Servicing requesters and contributors can submit requests, and processors can work on cases, for the following personal policy case types.

    Personal case types

    • Personal auto
    • Homeowner

    Workspace

    Requesters, contributors, and processors use personalized Workspace to work on all aspects of insurance policy cases. Workspace enables these roles to do the following:
    • Monitor workload and performance
    • Focus on high-priority items
    • Easily navigate across tasks
    For more information, see Workspaces.
    Table 1. Workspace users for Personal Lines Servicing
    User Description
    Policy admin Configures the insurance policy workspace as per business requirements.

    For more information, see Configure CSM Configurable Workspace.
    Insurance underwriting admin Configures the insurance underwriting workspace as per business requirements.

    For more information, see Configure CSM Configurable Workspace.
    Processor Workspace
    Policy processor Works on policy cases and tasks to fulfill requests for accounts managed by them.
    Contributor Workspace
    Policy contributor Submits policy service requests.
    Underwriter Workspace
    Underwriter Views the status of and works on underwriting tasks.