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 a ServiceNow application designed to digitize and streamline life insurance policy servicing. It helps carriers eliminate manual processes, reduce turnaround times, and improve customer satisfaction by automating and optimizing work transfers among internal and external stakeholders. The application includes intelligent business rules for prioritizing servicing requests and supports localization and user interface enhancements.

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    Key Features and Updates by Version

    • Version 2.7.0 (June 2026): Added child tables for indexing within the Financial Case indexed source to improve data management and search performance.
    • Version 2.6.0 (April 2026): Replaced custom case type logic with native Customer Service Management (CSM) Case Type Selector featuring Agent and User Criteria support, reducing maintenance overhead and standardizing case handling.
    • Version 2.5.0 (March 2026): Enhanced read-only field settings with a new 'Strict Read Only' option for better data protection.
    • Version 2.3.1 (August 2025): Added additional translations to support localization efforts.
    • Version 2.2.1 (November 2024): Improved security by preventing ACL bypass through updating scripted ACL conditions to use GlideRecordSecure.
    • Version 2.2.0 (May 2024): Migrated service category data to CSM standard tables; introduced new Next Experience dashboard menus; updated underwriter reject reasons; added new roles for policy coverage and beneficiary ACLs; enhanced localization configurations.
    • Version 2.1.0 (February 2024): Updated agent assist pages to UIB layout 3.0 and upgraded app parent version for better UI consistency and performance; further localization support added.
    • Versions 1.2.2 to 1.0.1 (Nov 2023 - Aug 2022): Various fixes including hiding ‘New’ actions in lists, data model migrations, UI updates, role adjustments, and localization improvements.

    Practical Benefits for ServiceNow Customers

    • Enables full digitization of life insurance policy servicing workflows, reducing manual effort and errors.
    • Improves operational efficiency with automation and intelligent prioritization of servicing requests.
    • Enhances user experience through UI updates and native ServiceNow CSM components, simplifying case management.
    • Supports multi-language environments and secure access controls to meet enterprise compliance needs.
    • Provides ongoing maintenance and performance improvements to ensure scalability and reliability.

    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.