Request, review, and approve change coverage request workflows

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Request, review, and approve change coverage request workflows

    This workflow guides ServiceNow agents through managing change coverage requests for insurance policies, enabling efficient submission, review, approval, and completion of policy change requests. It supports roles such as policy requesters, contributors, processors, and underwriters, facilitating collaboration across departments and ensuring customer involvement via portals.

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    Key Features

    • Role-Based Submission: Policy requesters can submit coverage change requests on behalf of customers. Customers themselves can submit requests directly through the Customer Service Portal or Consumer Service Portal (requires activation of the Consumer Service Portal plugin).
    • Automated Case Creation and Routing: Upon submission, a policy service case is created and tasks are automatically assigned to appropriate processor teams via workflows and assignment rules.
    • Review and Decision Process: Processors review requests and decide whether underwriting is necessary. They can approve, reject, or escalate the request to underwriters.
    • Underwriter Involvement: Underwriters review escalated cases and approve or reject the policy change requests, enabling a quote to be sent to the customer or contributor.
    • Customer Interaction: Customers receive quotes for requested changes and can accept or reject them, which finalizes the case.
    • Use of Case Playbook: Agents work within a guided playbook in the Workspace, ensuring all required steps are followed to fulfill requests.
    • Configurable Workflow: Insurance policy administrators can review and customize the predefined workflow to align with their organization's specific business needs.

    Key Outcomes

    • Streamlined and structured handling of policy change coverage requests with clear role responsibilities.
    • Improved collaboration between requesters, processors, underwriters, and customers through automated routing and task management.
    • Enhanced customer experience by enabling self-service request submission and direct quote acceptance or rejection.
    • Efficient closure of cases once the customer decision is made, keeping policy records updated and communications consistent.

    Learn how agents, using the change coverage limits workflows, resolve service requests for requesting, reviewing, and approving policy change requests.

    The following diagram shows how the application helps agents resolve a change policy coverage request.
    Figure 1. Change coverage workflow example
    Workflow showing how a policy change coverage request is resolved using the Personal Lines Servicing application. For the text description, refer to the workflow steps that follow.
    The insurance policy admin can review and customize this predefined flow based on the business needs of your organization.

    The following workflow routes the case and tasks for changing coverage for a policy 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.

    Submitting a request as a policy requester, contributor, or processor
    An insurance policy requester submits a request on behalf of a customer.
    A customer (consumer or contact) can directly submit a request from the Customer Service Portal, Consumer Service Portal, or another self-service portal.
    Note:
    For consumers to submit a request using the Consumer Service Portal, you must have the Consumer Service Portal plugin (com.glide.service-portal.consumer-portal) activated.

    A policy service case is created based on the request type, and routes to the processor.

    Note:
    In the case playbook, the requester or contributor updates the case details in the Initiate and review stage, and submits the change for fulfillment.

    A workflow triggers automatically, and the assignment rules route the associated tasks to the appropriate processor teams.

    Reviewing a request and submitting a decision as a processor
    1. In the case playbook, the processor reviews the policy change request and determines if underwriting is required. The processor approves or rejects the request.
      • If the processor approves the change request, a quote for the requested change is sent to the customer or contributor.
      • If the processor is not sure about whether to approve the requested change, a task is created to advance the case to an underwriter.
    2. An underwriter reviews the case details and approves or rejects the case. If they approve the case to authorize the policy change request, a quote for the requested change is sent to the customer or contributor.
    3. If the customer approves the quote, the processor updates the policy record, sends updated policy documents to the customer, and closes the change coverage task in the playbook.
    Accepting or rejecting a quote as a customer
    When the customer receives a quote after acceptance of the requested policy change, they can accept or reject the quote.

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