---
title: Create a group life service case
description: A processor or contributor can begin the change member info request process by creating a group life case on behalf of your customer.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/create-group-life-service-case.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Use, Group Life Servicing, Life Insurance Servicing, Insurance applications, Financial Services Operations \(FSO\)]
---

# Create a group life service case

A processor or contributor can begin the change member info request process by creating a group life case on behalf of your customer.

## Before you begin

Role required: sn\_ins\_group\_life.processor, sn\_ins\_group\_life.processor\_connector, or sn\_ins\_group\_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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/fso-core-roles.md).

**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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/fso-combine-csm-industry-roles.md).

## About this task

Contributors and processors can submit group policy service requests for customers.

## Procedure

1.  Navigate to **All** > **Financial Services Operations** > **Workspace**.

2.  Select the lists icon \(\[Omitted image "inline-data-vis-96px-list.png"\] Alt text: lists icon\).

3.  Create a case from the group life service case list or an interaction record.

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Option

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Steps

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**Group life case from the group life case list**

</td><td>

1.  In the **Lists** tab, under **Group life service cases**, click **All**.
2.  Select **New**.


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**Group life case from an interaction record**

</td><td>

1.  In the **Lists** tab, under **Interactions**, click **My Interactions**.
2.  Open the required interaction record for the customer.
3.  Select **Create Case**.
 For information on how to create an interaction, see [Create an interaction](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/create-interactions.md).

</td></tr></tbody>
</table>4.  In the Create a new case dialog box, select **Group life change member info**.

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.