Individual Life Servicing release notes

  • Release version: Store
  • Updated June 11, 2026
  • 2 minutes to read
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    Summary of Individual Life Servicing release notes

    Individual Life Servicing is an application designed to streamline life insurance policy servicing by digitizing the entire servicing journey. It helps carriers eliminate manual tasks, reduce turnaround times, and improve customer satisfaction by automating workflows and optimizing work transfers between internal and external stakeholders. The application supports prioritization of servicing requests through intelligent business rules, enhancing operational efficiency.

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    Key Updates and Enhancements

    • Version 2.7.0 (June 2026): Added child tables for indexing Financial Case sources, improving data management and search performance.
    • Version 2.6.0 (April 2026): Replaced custom case type handling with native Customer Service Management (CSM) Case Type Selector, standardizing case management and reducing maintenance effort.
    • Version 2.5.0 (March 2026): Enhanced read-only field options with a stricter enforcement mode.
    • Localization Support: Versions 2.3.1 (August 2025), 2.2.0 (May 2024), and 2.1.0 (February 2024) included multiple localization improvements to support global deployments.
    • Security Improvements: Version 2.2.1 (November 2024) updated ACL scripted conditions to prevent access control bypasses.
    • Data Migration and Configuration Updates: Version 2.2.0 (May 2024) migrated key data tables to align with CSM standards and introduced new dashboard menus and roles to support policy management and underwriting processes.
    • UI/UX Enhancements: Transitioned agent assist pages to a modern UI layout (version 2.1.0) and added UX page properties for improved agent assistance (version 1.2.0).
    • Bug Fixes and Usability: Addressed UI action visibility issues and updated landing page filters for better user experience (versions 1.2.1 and earlier).

    Practical Benefits for ServiceNow Customers

    • Accelerate servicing request resolution with automated and intelligently prioritized workflows.
    • Reduce operational overhead by leveraging standardized CSM components and reducing reliance on custom extensions.
    • Enhance data security and compliance through updated access controls.
    • Support global operations with improved localization and role-based access management.
    • Improve agent productivity with modernized interfaces and enhanced assistive features.

    Version history for the Individual Life Servicing application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 2.7.0 - June 2026
    New: Added child tables for indexing for Financial Case indexed source
    Version 2.6.0 - April 2026
    Updated: FSO now uses the native CSM Case Type Selector with Agent and User Criteria support, replacing custom extension logic and legacy components to reduce maintenance overhead and standardize case type handling across all user types.
    Version 2.5.0 - March 2026
    Updated: Updated the read-only option to 'Strict Read Only' for read-only fields
    Version 2.3.1 - August 2025
    Changed: Included additional translations to support localization for Q4.
    Version 2.2.1 - November 2024
    Changed: Prevent ACL bypass by updating the ACL scripted condition from GlideRecord to GlideRecordSecure.
    Version 2.2.0 - May 2024
    • New:
      • Migrated data from FSO service category (sn_bom_service_definition_category) table to CSM service category(sn_csm_case_types_service_category) and relationship tables
      • Added new menus for Next experience dashboard
    • Changed:
      • Updated the reject reason options for underwriters
      • Added PA viewer role to individual manager
      • Added sn_ins_indiv_life.line_writer role to Policy Coverage and Beneficiary ACLs
      • Modified configuration for localization support
    Version 2.1.0 - February 2024
    • Changed:
      • Migrated the agent assist pages to UIB layout 3.0
      • Upgraded snc-app-parent version to 5.1.0.16
      • Modified configuration for localization support
    Version 1.2.2 - November 2023
    Changed: Moved product model demo data from 'sn_bom_indiv_policy_model' table to 'sn_ent_indiv_life_ins_policy_model' table.
    Version 1.2.1 - August 2023
    • Fixed
      • Hide 'New' list action on Individual life service cases when user navigates to the List view from the landing page.
      • Hide 'New' list action on Individual life tasks lists.
      • Updated landing page's case report filter condition to dynamic for the assignment group field.
    Version 1.2.0 - May 2023
    New:
    • Added UX page properties for the Agent Assist on Voltron record page.
    • Added localization changes.
    Version 1.1.0 - February 2023
    • Changed:
      • Updated contributor roles
      • Updated UI actions
    Version 1.0.2 - November 2022
    Changed: Updated headers/sub-header translated text on the landing page
    Version 1.0.1 - August 2022
    Individual Life Servicing empowers carriers to change the dynamics of life insurance policy servicing. Eliminate tedious manual processes with end-to-end digitization of the servicing journey. Boost customer satisfaction, decrease turnaround time, and reduce costly back-and-forth emails and phone calls. Gain efficiency by automating and optimizing the seamless transfer of work across internal and external stakeholders. Carriers can prioritize policy servicing requests with intelligent business rules to accelerate resolution.