Components installed with Individual Life Servicing

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Components installed with Individual Life Servicing

    The Individual Life Servicing plugin activates several key components essential for managing individual life insurance policy services within ServiceNow. These components include plugins, store applications, user roles, and tables that enable comprehensive policy servicing workflows, underwriting operations, document management, and customer service collaboration.

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    Plugins Installed

    • Customer Service [com.sncustomerservice]: Extends Customer Service Management tables into Financial Services Operations applications.
    • Individual Life Insurance Underwriting Operations [sninsindivuw]: Allows routing of service requests to underwriters based on underwriting guidelines, facilitating collaboration between underwriters, distribution, and servicing teams through workflows.

    Store Applications Installed

    • Financial Services Operations Core: Stores customer data required for policy service requests.
    • Individual Life Insurance Underwriting Operations: Manages individual policy underwriting service tasks within insurance policy workflows.
    • Document Processor: Manages document services tasks in insurance policy service cases.
    • Playbooks for Customer Service Management: Visualizes business process workflows in a task-oriented view to ensure consistent responses.
    • CSM Contributor User: Enables middle office teams to create cases for customer requests.

    Roles Installed

    The application includes several roles tailored to different user responsibilities in policy servicing:

    • Individual policy admin [sninsindivlife.admin]: Administers policy service definitions, manages cases and tasks, and has full data access.
    • Individual life manager [sninsindivlife.manager]: Views performance analytics dashboards and uses process mining for insurance operations.
    • Individual policy processor [sninsindivlife.processor]: Submits policy service requests, tracks cases and tasks, and records interactions.
    • Individual policy processor connector [sninsindivlife.processorconnector]: Similar to processor role but scoped to customer accounts managed by the user, with case/task management and interaction recording.
    • Individual policy contributor [sninsindivlife.contributor]: Creates and tracks policy service cases for managed accounts; requires combination with a CSM Contributor user role.
    • Individual policy viewer [sninsindivlife.viewer]: Read-only access to policy cases and related data.

    Tables Installed

    Key tables installed with the application support policy case management and task tracking:

    • Individual Life Policy Base [sninsindivlifebase]: Extends the Customer Service Case table to serve as the base for policy cases.
    • Individual Life Policy Case [sninsindivlifeservice]: Extends Policy Base to store all individual life policy service cases.
    • Individual Life Policy Task [sninsindivlifetask]: Extends Financial Task table to manage all policy service tasks.
    • Policy Coverage Line [sninsindivlifecoverageline]: An information table storing changes to policy service coverages.

    Several types of components are installed with activation of the Individual Life Servicing plugin, including tables and user roles.

    Note:
    The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

    Plugins installed

    Table 1. Plugins installed with the Individual Life Servicing application
    Plugin name Description
    Customer Service

    [com.sn_customerservice]

    		 Enables the extension of tables from the Customer Service Management application into the Financial Services Operations applications.
    Individual Life Insurance Underwriting Operations

    [sn_ins_indiv_uw]

    Enables insurance carriers to route service requests to underwriters based on their existing underwriting guidelines and rules. Underwriters can collaborate with distribution and servicing teams though a workflow.

    Store applications installed

    Table 2. Store applications installed with the Individual Life Servicing application
    Store application Description
    Financial Services Operations Core Stores the customer data that is needed to make policy service requests. For more information, see Financial Services Operations Core.
    Individual Life Insurance Underwriting Operations Enables management of individual policy underwriting services tasks that are used in insurance policy service workflows. For more information, see Components installed with Individual Life Underwriting.
    Document Processor Enables management of document services tasks that are used in insurance policy service cases. For more information, see Integrating with Document Processor.
    Playbooks for Customer Service Management Provides a way to visualize business process workflows in a simple, task-oriented view, ensuring consistent responses to commonly encountered situations. For more information, see Playbooks for Customer Service Management.
    CSM Contributor User Enables middle office teams to create cases for customer requests. For more information, see CSM Contributor User Configure Contributor Users.

    Roles installed

    Table 3. Roles installed with the Individual Life Servicing application
    Role title [name] Description Contains roles

    Individual policy admin

    [sn_ins_indiv_life.admin]
    • Grant individual insurance servicing roles
    • Delete individual policy cases and tasks
    • Configure Individual Life Servicing application
    • Create and modify individual policy service definitions
    • Has read, write, and create access to individual policy data
    • sn_bom.service_definition_admin
    • sn_ins_indiv_life.line_writer
    • sn_ins_indiv_life.processor
    • sn_ins_indiv_life.processor_connector

    Individual life manager

    [sn_ins_indiv_life.manager]
    • View the Performance Analytics reports in the Individual Life Servicing dashboard
    • Use Process Mining projects for insurance operations processes
    • sn_ins_indiv_life.processor
    • sn_ins_indiv_life.processor_connector
    Individual policy processor

    [sn_ins_indiv_life.processor]
    • Submit individual insurance policy service requests
    • View the status of individual insurance policy cases, underwriting tasks, and document services tasks
    • Record interactions
    • sn_ins_indiv_life.line_writer
    • sn_doc_processor.agent
    • sn_ins_indiv_uw.viewer
    • sn_bom.indiv_life_policy_viewer
    • sn_bom.indiv_disab_policy_viewer
    • sn_bom.b2b_agent
    • sn_bom.b2c_agent
    Individual policy processor connector

    [sn_ins_indiv_life.processor_connector]
    • Access and view the status of individual life and disability policy cases, underwriting tasks, and document services tasks for customer accounts managed by them.
    • Create, update, and close cases and tasks for customer accounts managed by them
    • Record interactions
    • sn_ins_indiv_life.viewer
    • sn_doc_processor.agent
    • sn_ins_indiv_life.line_writer
    • sn_sla_definition_read
    • sn_bom.customer_data_viewer
    • sn_ins_indiv_uw.viewer
    • sn_bom.viewer
    • sn_bom.indiv_life_policy_viewer
    • sn_bom.indiv_disab_policy_viewer
    • sn_bom.account_data_viewer
    • sn_bom.agent
    • sn_ins_indiv_life.line_viewer
    Individual policy contributor

    [sn_ins_indiv_life.contributor]

    		 Create and track policy service cases for accounts managed by them.
    Important:
    For the contributor role to work, it must be combined with one of the CSM Contributor users roles. For more information, see Roles and Personas.
    • sn_bom.service_viewer
    • sn_ins_indiv_life.lineinfo_writer
    • sn_sla_definition_read
    • sn_bom.customer_data_viewer
    • sn_ins_indiv_uw.viewer
    • sn_bom.b2c_contributor
    • sn_bom.indiv_life_policy_viewer
    • sn_bom.indiv_disab_policy_viewer
    • sn_bom.account_data_viewer
    • sn_customerservice.csm_workspace_user
    • sn_bom.b2b_contributor
    • sn_ins_indiv_life.line_viewer
    • sn_bom.ins_policy_viewer
    Individual policy viewer

    [sn_ins_indiv_life.viewer]

    		 View individual insurance policy cases and related data
    • sn_bom.ref_data_viewer
    • sn_bom.service_definition_read
    • sn_bom.customer_data_viewer
    • sn_bom.indiv_life_policy_viewer
    • sn_ins_indiv_life.info_viewer
    • sn_bom.ins_policy_viewer

    Tables installed

    Table 4. Store applications installed with the Individual Life Servicing application
    Table Description

    Individual Life Policy Base

    [sn_ins_indiv_life_base]

    		 Policy Base table extends the Case [sn_customerservice_case] table.
    Individual Life Policy Case

    [sn_ins_indiv_life_service]

    		 Policy Service Case table extends the Policy Base table. Stores all policy service cases for consumer services for the Individual Life Servicing
    Individual Life Policy Task

    [sn_ins_indiv_life_task]

    		 This table extends the Financial Task [sn_bom_task] table. Stores all policy tasks for policy services for the Individual Life Servicing
    Policy Coverage Line

    [sn_ins_indiv_life_coverage_line]

    		 This is an Info table which stores the changes to coverages of policy services for the Individual Life Servicing