Request, review, and approve increase coverage request workflows

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Request, review, and approve increase coverage request workflows

    This workflow supports agents in managing individual life insurance policy increase coverage requests through a structured process of requesting, reviewing, and approving changes. It is designed to streamline collaboration across multiple roles including policy contributors, processors, and underwriters, enabling efficient handling of customer requests and policy updates.

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    Key Features

    • Workflow Customization: Insurance policy administrators can tailor the predefined workflow to align with specific organizational business needs.
    • Role-based Task Routing: The system routes cases and tasks to appropriate agents in different departments using assignment rules, ensuring work is handled by the correct personnel.
    • Agent Workspace and Playbook: Agents access tasks through Workspace, guided by a case playbook that outlines required steps for fulfilling increase coverage requests.
    • Request Submission: Policy contributors create requests on behalf of customers, or customers can submit requests directly via self-service portals (Customer Service Portal or Consumer Service Portal with required plugin enabled).
    • Document Handling: A task is generated to send the increase coverage document in PDF form to the customer for signature, a key step in formalizing the request.
    • Review and Decision by Processor: Processors evaluate the request, set new premium amounts, determine if underwriting is needed, approve or reject the request, and send quotes as appropriate.
    • Underwriter Involvement: When required, underwriters review the case, may request medical exams, and approve or reject the request to authorize coverage changes.
    • Customer Quote Acceptance: Customers receive updated premium quotes following approvals and can accept or reject these, completing the case lifecycle.

    Key Outcomes

    • Structured handling of increase coverage requests that ensures compliance and thorough review at each stage.
    • Clear role definitions and task routing improve efficiency and reduce errors in policy servicing.
    • Customer engagement is facilitated through portals and signature collection, enhancing the customer experience.
    • Automated workflows and playbooks guide agents through complex insurance processes, increasing resolution speed and accuracy.
    • Final case closure occurs only after all approvals and customer acceptance, ensuring complete and documented policy updates.

    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

    Workflow displaying the Increase coverage process. For the text description, refer to the following workflow routes.
    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.