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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# View insurance cases

# View insurance cases in Agentic Contact Center for Insurance {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

## 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-cases__choices_open_c360_ins}  
   The Customer 360 page opens in a separate tab.
2. Navigate to the cases lists and select the tab that matches the case type you want to review.  
   * All: All cases associated with the customer.
   * Claims: Insurance claim cases associated with the customer, including cases where the customer appears as a claimant or participant. (Cases are displayed to users with the claims_agent role.)
   * Servicing: Policy servicing cases across personal lines, commercial lines, individual life, and group life. (Cases are displayed to users with the servicing_agent role.)

   {#view-insurance-cases__ul_cases_tabs_task}

   Cases are sorted by last updated date and time, with the most recent first. Each row shows the case number, last updated date and time, service definition, state, and assigned agent.

3. **Optional:** To change the sort order of the case list, select a column header to sort by case number, last updated date and time, service definition, status, or assigned agent.
4. Select the case number to open the case record.
{#view-insurance-cases__steps_view_cases_ins}

## Result

The case record opens in a new tab.
**Related concepts**   

* [Customer 360 page for Agentic Contact Center for Insurance](https://www.servicenow.com/docs/t2iO7xxoz2TQiOYTu2ihmg "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 an insurance customer profile in Agentic Contact Center for Insurance](https://www.servicenow.com/docs/knnuELR1I11iDvnaQJpcOw "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.")
* [View insurance policies and coverages in Agentic Contact Center for Insurance](https://www.servicenow.com/docs/T6NLUrJdRgBxR33VIlDJMg "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.")