Request, review, and approve change coverage request workflows

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

    This workflow enables ServiceNow customers in insurance organizations to efficiently manage change coverage requests for policies. It guides agents through the steps of requesting, reviewing, and approving policy changes by automating task routing and providing a structured case playbook. The process involves multiple roles, including requesters, processors, and underwriters, ensuring all necessary approvals and customer communications are handled systematically.

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    Key Features

    • Role-based request submission: Policy requesters or customers can submit change requests via self-service portals, including the Customer Service Portal and Consumer Service Portal (requires activation of the Consumer Service Portal plugin).
    • Automated case creation and routing: Requests generate policy service cases, triggering workflows that assign tasks to appropriate processor teams through predefined assignment rules.
    • Structured case playbook: Agents use the Workspace and case playbook to follow guided steps for initiating, reviewing, and fulfilling requests.
    • Processor review and underwriting: Processors evaluate change requests and either approve, reject, or escalate to underwriters when additional approval is needed.
    • Quote management and customer interaction: Upon approval, quotes are sent to customers or contributors who can accept or reject them, completing the workflow.
    • Policy updates and closure: Upon customer acceptance, processors update the policy records, send updated documents, and close the change coverage tasks.

    Key Outcomes

    • Streamlined handling of policy change requests with clear responsibilities assigned to each role.
    • Improved accuracy and compliance through defined approval stages involving processors and underwriters.
    • Enhanced customer experience by enabling direct quote acceptance or rejection via self-service portals.
    • Efficient case management using automated workflows and task routing, reducing manual errors and delays.
    • Flexibility for insurance policy administrators to customize the predefined workflow to align with organizational business needs.

    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.