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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Create an individual life service case

# Create an individual life service case {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

A processor or contributor can begin the policy request process by creating an individual life case on behalf of your customer.

## Before you begin

Role required: sn_ins_indiv_life.processor, sn_ins_indiv_life.processor_connector, or sn_ins_indiv_life.contributor  
Note:  
The applicable universal contributor role can also be assigned to create a case. For more information, see [User roles and FSO Business rules](https://www.servicenow.com/docs/NVwXvdiA_vtqe7QjBfMOwQ "This section defines the various roles within Financial Services Operations Core and explains the business rules that guide the system’s actions.").  
Important:  
For the agent connector or contributor role to work, they must be combined with one of the roles in CSM industry data model or Contributor users. For more information, see [Roles and Personas](https://www.servicenow.com/docs/eyWhfFydxvuGiasXwK_fjg "Financial Services Operations (FSO) applications install agent connector and contributor roles to manage and monitor user privileges effectively. To provide the right level of access, these roles must be paired with roles in the CSM Industry data model and contributor user roles.").

## About this task

Contributors and processors can submit individual policy service requests for customers from their workspace.

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Select the lists icon (![lists icon.]()).
3. Create a case from the individual life service case list or an interaction record.

   | Option | Steps |
   | Individual life case from the individual life case list | 1. In the Lists tab, under Individual life service cases, click All. 2. Select New. {#create-indiv-life-service-case__ol_zs2_gjh_gmb} |
   | Individual life case from an interaction record | 1. In the Lists tab, under Interactions, select My Interactions. 2. Open the required interaction record for the customer. 3. Select Create Case. {#create-indiv-life-service-case__ol_m21_xnh_gmb} For information on how to create an interaction, see Create an interaction. |
   |-|-|

   {#create-indiv-life-service-case__choicetable_z4t_j3h_gmb}
4. In the Create a new case dialog box, select the individual life service that you want to create a case for.
   * Add/Change beneficiary
   * Increase coverage
   * Decrease coverage
   * Convert term to perm
   * Cancel policy
5. Select Create.
6. On the form, fill in the required fields and any other related information that you've gathered from the customer.
7. Select Save.

## Result

Based on the request type, a policy service case is created in the New state. The case is assigned to an assignment group or a policy processor in the policy service department. The assignment group or user that the case is
assigned to is based on the assignment rules.

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