Individual Life Servicing release notes

  • Release version: Store
  • Updated August 6, 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 transform life insurance policy servicing by digitizing and automating the entire servicing journey. It helps carriers eliminate manual tasks, reduce turnaround times, and enhance customer satisfaction by streamlining communication and work transfer among stakeholders. The application supports policy servicing prioritization through intelligent business rules, improving operational efficiency.

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    Version Highlights and Enhancements

    • Version 2.8.1 (August 2026): Updated internal components to align with ongoing ServiceNow platform enhancements.
    • Version 2.7.0 (June 2026): Introduced child tables for indexing Financial Case sources, improving data organization and retrieval.
    • Version 2.6.0 (April 2026): Adopted native Customer Service Management (CSM) Case Type Selector with Agent and User Criteria, replacing legacy logic to standardize case handling and reduce maintenance.
    • Version 2.5.0 (March 2026): Enhanced field security by implementing a 'Strict Read Only' option for read-only fields.
    • Version 2.3.1 (August 2025): Expanded localization support with additional translations.
    • Version 2.2.1 (November 2024): Strengthened security by updating ACL scripted conditions to prevent bypasses.
    • Version 2.2.0 (May 2024): Migrated service category data to align with CSM tables, added Next experience dashboard menus, updated underwriter reject reasons, enhanced role assignments, and improved localization configurations.
    • Version 2.1.0 (February 2024): Migrated agent assist pages to the latest UIB layout and upgraded application parent version with localization improvements.
    • Earlier Versions (2022-2023): Focused on data model migrations, UI refinements such as hiding irrelevant actions, adding localization, updating contributor roles, and refining landing page filters and translated texts.

    Practical Benefits for ServiceNow Customers

    • Streamlined Servicing Processes: Automates policy servicing workflows to reduce manual effort and errors.
    • Improved User Experience: Leverages native CSM capabilities and updated UI layouts for consistent and efficient case management.
    • Enhanced Security and Compliance: Incorporates stronger ACL controls to secure sensitive data and prevent unauthorized access.
    • Localization and Accessibility: Supports multiple languages and regional settings to accommodate diverse user bases.
    • Data Management Improvements: Optimizes data structures and indexing for better performance and reporting.

    ServiceNow customers adopting Individual Life Servicing can expect a modernized, secure, and efficient platform tailored to the unique needs of life insurance policy servicing, enabling faster resolutions and better stakeholder collaboration.

    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 2.8.1 - August 2026
    Changed: Updated internal application components to support ongoing platform enhancements
    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.