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

# Using Individual Life Servicing

Learn how the following roles use Individual Life Servicing to update policies, review and approve underwriting, and send documents for individual life policies.

With Individual Life Servicing, contributors/processors can submit cases on behalf of the customer, and processors/underwriters can work on the cases raised on the individual policy case type.

## Predefined workflows on the individual life policy case type

-   Increase coverage
-   Decrease coverage
-   Cancel policy
-   Convert term to perm
-   Add/Change beneficiary

## Workspace

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>

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 raised on policies.

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

Contributor Workspace

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

Policy contributor

</td><td>

Submits policy service requests on behalf of customers.

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

Underwriter Workspace

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

Underwriter

</td><td>

Views the status of tasks and works on underwriting-specific tasks.

</td></tr></tbody>
</table>