---
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


---

# View policies and coverages

# View insurance policies and coverages 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 policy portfolio and coverage details in the Customer 360 page so that you can understand the customer's active and historical insurance products.

## Before you begin

Role required: sn_ins_csr.servicing_agent, sn_ins_csr.claims_agent

## About this task

The Policies section on the Customer 360 page shows all insurance policies associated with the customer, including both directly owned policies and policies where the customer appears as a participant.

## 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-policies-coverages__choices_open_c360_ins}  
   The Customer 360 page opens in a separate tab.
2. Scroll to the Policies section and select a policy from the Select policy dropdown list.  
   Each policy displays a card with the following information:
   * Policy number: The unique identifier for the policy. Select the policy number to open the policy record.
   * Status: The current state of the policy. Active policies are shown in green. Canceled or terminated policies are shown in red.
   * Effective date: The date the policy came into effect.
   * Premium: The premium amount for the policy.
   * Role: The customer's roles on the policy (such as Policyholder or Insured), which can be one or more. Displays a hyphen (-) when no role is on record.
   {#view-insurance-policies-coverages__ul_policy_card_fields_task}
3. Selecting a policy displays the Coverages subsection, where you can review the individual coverages on that policy.  
   The coverages table displays the following for each coverage:
   * Coverage type: The name of the coverage.
   * Type: The coverage type category.
   * Coverage value: The maximum covered amount for this coverage.
   * Premium amount: The premium charged for this coverage.

   {#view-insurance-policies-coverages__ul_coverage_fields_task}

{#view-insurance-policies-coverages__steps_view_policies_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 an insurance customer profile in Agentic Contact Center for Insurance](https://www.servicenow.com/docs/f1mi7Hsr~4haZZga87Iu5w "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 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.")