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


---

# Use

# Using Personal Lines Servicing {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Learn how the following roles use Personal Lines Servicing to update
policies, change coverages, review and approve underwriting, and send documents for personal
policies.

With Personal Lines Servicing requesters and contributors can submit requests, and
processors can work on cases, for the following personal policy case types.

## Personal case types {#using-financial-services-insurance-policy-operations__section_ygz_pyx_rsb}

* Personal auto
* Homeowner
{#using-financial-services-insurance-policy-operations__ul_jxj_nnw_tsb}

## Workspace {#using-financial-services-insurance-policy-operations__section_k2k_3v1_wnb}

Requesters, 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

{#using-financial-services-insurance-policy-operations__ul_d1w_sb2_wnb}For more information, see [Workspaces](https://www.servicenow.com/docs/NryK2tWV2KEkCfpLGSA7Hw "The Financial Services Operations (FSO) workspace provides a single location for agents to process cases and tasks. Agents can use it to respond to all task types, view the full context of an issue, and get relevant recommendations to resolve issues.").  
{#using-financial-services-insurance-policy-operations__table_qy1_452_wrb__entry__2}

| User | Description |
|-|-|
| Policy admin | Configures the insurance policy workspace as per business requirements. For more information, see [Configure CSM Configurable Workspace](https://www.servicenow.com/docs/U0~GkxewdpJrO0bn2vLs9w "Review the CSM Configurable Workspace available with Financial Services Operations applications to see if it meets your business needs. You can customize its components, if needed."). |
| Insurance underwriting admin | Configures the insurance underwriting workspace as per business requirements. For more information, see [Configure CSM Configurable Workspace](https://www.servicenow.com/docs/U0~GkxewdpJrO0bn2vLs9w "Review the CSM Configurable Workspace available with Financial Services Operations applications to see if it meets your business needs. You can customize its components, if needed."). |
| Processor Workspace ||
| Policy processor | Works on policy cases and tasks to fulfill requests for accounts managed by them. |
| Contributor Workspace ||
| Policy contributor | Submits policy service requests. |
| Underwriter Workspace ||
| Underwriter | Views the status of and works on underwriting tasks. |
[Table 1. Workspace users for Personal Lines Servicing]

{#using-financial-services-insurance-policy-operations__table_qy1_452_wrb}
* **[Request, review, and approve change coverage request workflows](https://www.servicenow.com/docs/BFw9XpC3ECy5EYG__2KZuA)**   
  Learn how agents, using the change coverage limits workflows, resolve service requests for requesting, reviewing, and approving policy change requests.
* **[Submit a policy service request](https://www.servicenow.com/docs/_HLEbr8NGK009uWvyF7Vsw)**   
  Help your customers by submitting a policy service request for them.
* **[Work on a policy service case](https://www.servicenow.com/docs/0FCooBhL2kjNq8yIniH38w)**   
  Review a policy case for a policy service request and update its details to trigger its workflow.