---
title: Using Personal Lines Servicing
description: Learn how the following roles use Personal Lines Servicing to update policies, change coverages, review and approve underwriting, and send documents for personal policies.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/using-financial-services-insurance-policy-operations.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Personal Lines Servicing, Property and Casualty Insurance Servicing, Insurance applications, Financial Services Operations \(FSO\)]
---

# Using Personal Lines Servicing

Learn how the following roles use Personal Lines Servicing to update policies, change coverages, review and approve underwriting, and send documents for personal policies.

With Personal Lines Servicing requesters and contributors can submit requests, and processors can work on cases, for the following personal policy case types.

## Personal case types

-   Personal auto
-   Homeowner

## Workspace

Requesters, contributors, and processors use personalized Workspace to work on all aspects of insurance policy cases. Workspace enables these roles to do the following:

-   Monitor workload and performance
-   Focus on high-priority items
-   Easily navigate across tasks

For more information, see [Workspaces](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/fso-workspace.md).

<table id="table_qy1_452_wrb"><thead><tr><th>

User

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Policy admin

</td><td>

Configures the insurance policy workspace as per business requirements. For more information, see [Configure CRM Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/configure-csm-workspace-fso-apps.md).

</td></tr><tr><td>

Insurance underwriting admin

</td><td>

Configures the insurance underwriting workspace as per business requirements. For more information, see [Configure CRM Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/configure-csm-workspace-fso-apps.md).

</td></tr><tr><td colspan="2">

Processor Workspace

</td></tr><tr><td>

Policy processor

</td><td>

Works on policy cases and tasks to fulfill requests for accounts managed by them.

</td></tr><tr><td colspan="2">

Contributor Workspace

</td></tr><tr><td>

Policy contributor

</td><td>

Submits policy service requests.

</td></tr><tr><td colspan="2">

Underwriter Workspace

</td></tr><tr><td>

Underwriter

</td><td>

Views the status of and works on underwriting tasks.

</td></tr></tbody>
</table>-   **[Request, review, and approve change coverage request workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/request-review-approve-change-coverage-request-workflows.md)**  
Learn how agents, using the change coverage limits workflows, resolve service requests for requesting, reviewing, and approving policy change requests.
-   **[Submit a policy service request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/submit-ins-policy-service-request.md)**  
Help your customers by submitting a policy service request for them.
-   **[Work on a policy service case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/work-ins-policy-case.md)**  
Review a policy case for a policy service request and update its details to trigger its workflow.

**Parent Topic:**[Personal Lines Servicing](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/fso-ins-personal-policy-ops-landing-page.md)