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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Notice of death workflow

# Notice of death workflow {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

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## Summary of Notice of death workflow

The Notice of death workflow enables bank agents to efficiently manage the financial accounts of a deceased client through a structured, playbook-guided process.
It applies to Client Lifecycle (CLO) service requests and supports tasks such as releasing funeral expense funds, freezing deposits, and closing accounts.
This workflow streamlines coordination across departments and ensures consistent handling of cases related to a customer's death.
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## Workflow Process and Roles

* **CLO Contributor:** Typically a relationship manager who is notified of the customer's death and initiates the service request. They enter death notification details, collect necessary documentation, and submit the request for fulfillment. This can also be triggered via an API.
* **Document Agent:** Reviews and verifies the submitted documentation. Marks the document review task as complete when verification is successful.
* **CLO Agent (Back-office):** Performs key tasks including:
  * Releasing funds for funeral or tax payments if selected in the death notification.
  * Freezing all deposit accounts linked to the deceased customer.
  * Collecting and verifying probate documents if the asset value exceeds the bank's probate threshold.
  * Updating deposit and lending accounts in the core banking system accordingly.
  * Finalizing the case by updating customer information and closing all fulfillment tasks.

## Customization and Case Management

The CLO administrator can review and customize this predefined workflow to align with the bank's specific business needs. The workflow routes tasks to the appropriate agents through assignment rules, helping them efficiently manage their queues within the Workspace. The playbook guides agents step-by-step, ensuring compliance and completeness throughout the case lifecycle.

## Key Outcomes

* Efficient, consistent handling of deceased customer accounts using a single integrated workflow.
* Clear task assignments and progress tracking for all involved roles.
* Compliance with bank policies, including probate documentation when applicable.
* Seamless updates to core banking systems reflecting the deceased customer's account changes.
* Finalization of the case with a clear closed-complete status once all tasks are fulfilled.  
Learn how agents, using the Notice of death workflow, manage a deceased client's
financial accounts. The workflow applies to Client Lifecycle service
requests.
The following diagram shows how the application helps bank agents resolve a case for notification of a customer's death. Agents can manage the accounts of a deceased client using dedicated flows for releasing funeral expense funds, freezing deposits, and closing other related accounts, all using one efficient, playbook-guided workflow.Figure 1. Notice of death workflow example The CLO admin can review and customize this predefined flow based on your organization's business needs. The following workflow routes the case and tasks for a customer's demise to agents in
different departments. The agents log in to the Workspace to work on the
tasks in their queue. The case playbook guides agents through the steps that are needed to
fulfill the request.

As a CLO contributor or via an API
:   A CLO contributor, such as a relationship manager,
    is notified about a customer's demise and submits a service request for notification of
    death and handling the customer's financial accounts.

    A case is created based on the
    request type.

    An API in the backend can also trigger a Notice of death CLO service case when a customer's demise is
    notified.

As a CLO contributor
:
    1. In the Notice of death stage of the case playbook, the contributor enters the death notification details as received.
    2. The contributor collects the necessary documentation and submits the application for fulfillment.

    {#fso-death-notice-workflow__ol_jvt_dy1_nsb}

    A workflow generates further tasks and the assignment rules route the associated
    tasks to the appropriate back-office teams.

As back-office agents
:
    1. The document agent works on the document task to review and verify the collected documentation. If the documents are legitimate, the agent marks the task as complete.
    2. A CLO agent releases the requested funds for customer's funeral expenses and tax payment and closes the release funds CLO task.  
       Note:  
       The release funds task appears only when the Release funds for funeral or Release funds for tax options are selected in the death notification details stage.
    3. A CLO agent freezes all deposit accounts associated with the deceased customer and closes the freeze deposit accounts CLO task.
    4. If the asset value for the deceased customer exceeds the threshold for the probate amount set by the bank, the bank is required to collect the probate documents. In this case, additional tasks to collect and verify these documents appear in the playbook.
       1. The CLO contributor collects the probate documentation and closes the task.
       2. The document agent reviews the collected documentation and marks the document task as complete.
       {#fso-death-notice-workflow__ol_yc2_jb1_btb}
    5. A CLO agent updates the customer's deposit account for any required updates in the core banking system, and closes the Update deposit account fulfillment CLO task.
    6. The CLO agent updates all lending accounts (such as loan or credit card) that the deceased customer has with the bank. The agent then marks the Update lending account fulfillment CLO task as complete.
    7. When all prior tasks are complete, the CLO agent updates the customer information in the core banking system and closes the fulfillment CLO task.
    {#fso-death-notice-workflow__ol_kvt_dy1_nsb}

The case is complete and the state and stage of the case are set to Closed Complete.