---
sourceDocument: Australia Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/financial-services-operations

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# View a customer profile

# View an insurance customer profile in Agentic Contact Center for Insurance {#ariaid-title1}

Release version: Australia  
Updated May 13, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Review a customer's AI-generated insurance profile, financial overview, and interaction history in the Customer 360 page so that you can understand the customer's insurance relationship.

## Before you begin

Role required: sn_ins_csr.servicing_agent, sn_ins_csr.claims_agent

## Procedure

1. Open a customer record.
   * From an active interaction, select the customer's name in the customer details card.
   * Navigate directly to the consumer, account, or contact record from the workspace.

   {#view-insurance-customer-profile__choices_open_c360_ins}  
   The Customer 360 page opens in a separate tab.
2. Review the Customer summary section for an AI-generated overview of the customer's insurance relationship.  
   The summary includes two sections:
   * Profile: A brief overview of the customer and their active insurance policy types.
   * Status: The current state of the customer's active policies which have overdue premiums or upcoming renewals within a month.

   {#view-insurance-customer-profile__ul_summary_subsections}  
   Note:  
   The Customer summary section is only visible when the Insurance Customer Profile Summarization skill is activated. For details, see [Configure insurance customer profile summarization in ServiceNow Otto for FSO](https://www.servicenow.com/docs/C~flJOKoQggnSNM3~SGsVQ "Configure the Insurance Customer Profile Summarization skill in ServiceNow Otto for FSO to enable AI-powered summaries of insurance customer information in the Customer 360 page of Agentic Contact Center for Insurance.").

   For more information on the component, see [Summarize an insurance customer profile in Agentic Contact Center for Insurance](https://www.servicenow.com/docs/YTlBRFlwieSvPHcSKBICbQ "Generate an AI-powered summary of an insurance customer's profile and policy status in the Agentic Contact Center for Insurance Customer 360 page. This summary helps you quickly understand the customer's insurance relationship before or during a service interaction.").
3. Review the Overview section to assess the customer's financial and activity totals.  
   The gauges displayed depend on your assigned role:
   * Total premiums: The combined premium amount across all of the customer's insurance policies, broken down by product type. Visible to all agents.
   * Claim payouts: The net total of approved claim payments associated with the customer, broken down by product type. Visible to agents with a claims role only.
   * Case distribution: The count of open cases associated with the customer, grouped by service type. Visible to agents with a servicing role only.

   {#view-insurance-customer-profile__ul_overview_gauges_steps}

4. For a consumer, review the Customer details section for their profile information.  
   The section displays the customer's name, contact details, date of birth, nationality, and address information.
5. For an account, review the Account details and Contact details section for profile information.  
   The Account details section displays the account name, primary contact, contact details, address information, and industry.

   The Contact details section displays the associated account, contact details, date of birth, nationality, and address information.
6. Review the Interaction history section to see recent customer activity.  
   The list shows recent interactions including phone and chat interactions. Use the search bar, filter, or calendar controls to narrow the list.
{#view-insurance-customer-profile__steps_view_customer_profile_ins}
**Related concepts**   

* [Customer 360 page for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/C_NHyTR1tvBY9YsjeKPnbQ "The Customer 360 page gives policy servicing and claims servicing CSRs a consolidated view of a customer's profile, policies, coverage, and AI-generated summary, drawn from core insurance and CRM. The view is based on the scope of the respective roles.")  
**Related tasks**   

* [View insurance policies and coverages in Agentic Contact Center for Insurance](https://www.servicenow.com/docs/~7rKzQWV7pkMFccoMFidmg "Review a customer's policy portfolio and coverage details in the Customer 360 page so that you can understand the customer's active and historical insurance products.")
* [View insurance cases in Agentic Contact Center for Insurance](https://www.servicenow.com/docs/nMS6fyJxn8W~XrFQg1sLjQ "Review insurance claims and service cases for a customer in the Customer 360 page so that you can understand the customer's open and recent service activity.")
* [Summarize an insurance customer profile in Agentic Contact Center for Insurance](https://www.servicenow.com/docs/YTlBRFlwieSvPHcSKBICbQ "Generate an AI-powered summary of an insurance customer's profile and policy status in the Agentic Contact Center for Insurance Customer 360 page. This summary helps you quickly understand the customer's insurance relationship before or during a service interaction.")