Using Individual Life Servicing

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Learn how the following roles use Individual Life Servicing to update policies, review and approve underwriting, and send documents for individual life policies.

    With Individual Life Servicing, contributors/processors can submit cases on behalf of the customer, and processors/underwriters can work on the cases raised on the individual policy case type.

    Predefined workflows on the individual life policy case type

    • Increase coverage
    • Decrease coverage
    • Cancel policy
    • Convert term to perm
    • Add/Change beneficiary

    Workspace

    Contributors and processors use personalized Workspace to work on all aspects of insurance policy cases. Workspace enables these roles to do the following:
    • Monitor workload and performance
    • Focus on high-priority items
    • Easily navigate across tasks
    For more information, see Workspaces.
    Table 1. Workspace users for Individual Life Servicing
    User Description
    Policy admin Configures the insurance policy workspace as per business requirements.

    For more information, see Configure CSM Configurable Workspace.
    Underwriting admin Configures the insurance underwriting workspace as per business requirements.

    For more information, see Configure CSM Configurable Workspace.
    Processor Workspace
    Policy processor Works on policy cases and tasks to fulfill requests raised on policies.
    Contributor Workspace
    Policy contributor Submits policy service requests on behalf of customers.
    Underwriter Workspace
    Underwriter Views the status of tasks and works on underwriting-specific tasks.