---
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


---

# Submit a policy service request

# Submit a policy service request {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Help your customers by submitting a policy service request for them.

## Before you begin

Role required: sn_ins_policy_b2b.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/zVQ6b8xykTlr3L_3OBfHyw "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 contributor role to work, it must be combined with one of the CSM Contributor users roles. For more information, see [Roles and Personas](https://www.servicenow.com/docs/UEVq9KRIO6_YugOov5TuNA "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

Requestors, contributors, and processors can submit policy service requests for
customers.  
Customers can submit policy service requests from the Consumer Service Portal or another self-service portal. They can select a service catalog item, fill out the necessary form, and then submit a form.  
Note:  
Before your customers can submit a request using the Consumer Service Portal, you must have the Consumer Service Portal plugin (com.glide.service-portal.consumer-portal).

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Select the lists icon (![lists icon]()).
3. Create a policy service request from the customer record or an interaction record.

   | Option | Steps |
   | Policy service request from a customer record | 1. In the Lists tab, under Customer, click Consumers. 2. Click the customer record that you want to open. {#submit-ins-policy-service-request-commercial-lines-servicing__ol_zs2_gjh_gmb} |
   | Policy service request from an interaction record | 1. In the Lists tab, under Interactions, click My Interactions. 2. Click the interaction record for the customer that you want to open. {#submit-ins-policy-service-request-commercial-lines-servicing__ol_m21_xnh_gmb} For information on how to create an interaction, see [Create an interaction](https://www.servicenow.com/docs/access?context=create-interactions&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US). |
   |-|-|

   {#submit-ins-policy-service-request-commercial-lines-servicing__choicetable_z4t_j3h_gmb}
4. Click Create Policy Request.
5. From the Catalogs list, select Financial Services.
6. Under Categories, click Insurance Policy Service.
7. Click a policy service that you want to submit a request for.
8. Fill in any necessary information that is related to the request.  
   Note:  
   Each policy service request form has a different set of fields that are based on the policy service.
9. Click Submit.

## 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.

## What to do next

* Click View Details to open the policy service case and view its details. You can also add additional information in the Comments field that can help the policy processor in resolving the case.
* A policy processor can start working on the case and its tasks.
{#submit-ins-policy-service-request-commercial-lines-servicing__ul_nj5_nnp_gmb}

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