---
title: Work on an individual life service case
description: Work on an individual life case to review policy information, ensure that any outstanding tasks are completed, and complete the policy service request.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/work-indiv-life-service-case.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Use, Individual Life Servicing, Life Insurance Servicing, Insurance applications, Financial Services Operations \(FSO\)]
---

# Work on an individual life service case

Work on an individual life case to review policy information, ensure that any outstanding tasks are completed, and complete the policy service request.

## Before you begin

Role required: sn\_ins\_indiv\_life.processor or sn\_ins\_indiv\_life.processor\_connector

**Important:** For the agent connector role to work, it must be combined with one of the CSM industry data model roles. 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

When a customer requires an insurance policy change, an individual life contributor, such as a relationship manager, initiates a case and updates its details, triggering the workflow. Throughout the workflow, insurance and document agents complete their assigned tasks and update the status of the case.

**Note:** Depending on the policy service request type, a workflow might have additional or fewer tasks.

Use the case playbook that provides the activities and tasks required to research and complete the request. Tasks in the playbook activities are also available in the Tasks tab of the case.

## 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.  In the **Lists** tab, under **Individual life service cases**, open the case list.

    -   For your assigned cases, select **Assigned to me**.
    -   For all individual life cases, select **All**.
4.  In the list, select which case you want to work on.

    If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting **Assign to me**.

5.  Select the **Playbook** tab.

6.  Use the activities and tasks under the following playbook stages to fulfill the request and resolve the case:

    -   **Initiation** to enter policy details or coverage changes, collect customer documents, and submit the case for review.
    -   **Processor review** to verify customer documents, review policy details, and submit the review.
    -   **Customer acceptance** to update with the customer's decision to accept or reject the quote.
    -   **Fulfillment** to activate the accepted change, update the policy record, send updated policy documents to the customer, and close the case.
    Any tasks generated during playbook activities appear in the **Tasks** tab of the case.

7.  In the **Work notes** field, enter any comments.

8.  Close the task from the playbook activity or the task form.

<table><thead><tr><th align="left" id="d112891e211">

Policy task

</th><th align="left" id="d112891e214">

Action

</th></tr></thead><tbody><tr><td id="d112891e220">

**To verify a change or a document**

</td><td>

-   In the case playbook, click **Mark complete**.
-   In the task form, in the **State** field, change the state of the task to **Closed Complete**.


</td></tr><tr><td id="d112891e247">

**To submit a review**

</td><td>

Select **Approve** to approve or **Reject** to reject the request.

</td></tr></tbody>
</table>
## Result

The case automatically updates to show Closed Complete.