Exploring Individual Life Servicing

Contributors, processors, and underwriters can manage individual life and disability insurance policies, creating cases to initiate and complete insurance workflow tasks.

Key features

• Five baseline flows for updating policy information
• Initiate and complete insurance workflows using dedicated playbooks and workspaces designed for each role. Playbooks provide step-by-step guidance through tasks to ensure that every step gets completed at the right stage of the process. Use or enhance baseline service flows for Individual Life Servicing
• Baseline data model to help create relevant service definitions and view accurate information on the policy
• Document processor feature to help collect and process documents intelligently, as well as configure and send out documents for e-signature
• Personalized Workspace for different roles
• Monitor key statistics and track performance with ServiceNow® Performance Analytics and ServiceNow® Process Mining.

With the Individual Life Servicing application, manage the initiation, processing, and fulfillment of insurance policy service requests for individual life and disability products. Coordinate efforts with departments and offices to manage life and disability insurance policy change tasks. Collect and validate required documentation, authorize, and finalize the approval process from one centralized workflow.

Individual Life Servicing personas

Individual Life Servicing is aimed at the following personas.

Table 1. Personas for the Individual Life Servicing application

Persona	Description
Administrator	Insurance policy admin who's responsible for configuring the application.
Contributor	Insurance agents who submit policy service requests on behalf of customers.
Manager	Managers who can view the analytics and Process Mining dashboards.
Processors	Processors in the middle or back office of financial institutions who work on life insurance policy changes. They are responsible for working on policy cases and tasks.
Underwriters	Underwriters help review and process servicing requests if their inputs are required in resolving a case.