View insurance policies and coverages in Agentic Contact Center for Insurance

task australia Updated Sep 10, 2026 2 min read view-insurance-policies-coverages.md

Review a customer's policy portfolio and coverage details in the Customer 360 page so that you can understand the customer's active and historical insurance products.

Before you begin

Role required: sn_ins_csr.servicing_agent, sn_ins_csr.claims_agent

About this task

The Policies section on the Customer 360 page shows all insurance policies associated with the customer, including both directly owned policies and policies where the customer appears as a participant.

Procedure

Open a customer record.
- From an active interaction, select the customer's name in the customer details card.
- Navigate directly to the consumer, account, or contact record from the workspace. The Customer 360 page opens in a separate tab.
Scroll to the Policies section and select a policy from the Select policy dropdown list.

Each policy displays a card with the following information:
- Policy number: The unique identifier for the policy. Select the policy number to open the policy record.
- Status: The current state of the policy. Active policies are shown in green. Canceled or terminated policies are shown in red.
- Effective date: The date the policy came into effect.
- Premium: The premium amount for the policy.
- Role: The customer's roles on the policy (such as Policyholder or Insured), which can be one or more. Displays a hyphen (-) when no role is on record.
Selecting a policy displays the Coverages subsection, where you can review the individual coverages on that policy.

The coverages table displays the following for each coverage:
- Coverage type: The name of the coverage.
- Type: The coverage type category.
- Coverage value: The maximum covered amount for this coverage.
- Premium amount: The premium charged for this coverage. [Omitted image "insurance-c360-policies.png"] Alt text: Policies section showing a selected policy with In Force status and a Coverages table listing Liability Protection, Dwelling, and Personal Property limits.

View an insurance customer profile in Agentic Contact Center for Insurance

View insurance cases in Agentic Contact Center for Insurance

Summarize an insurance customer profile in Agentic Contact Center for Insurance

Keywords insurance customer 360 view policiesinsurance customer 360 view coveragesinsurance customer 360 policy cardinsurance customer 360 policy statusinsurance customer 360 policy premiuminsurance customer 360 coverage detailsinsurance customer 360 coverage amountinsurance customer 360 policyholder rolecustomer 360 page

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---
title: View insurance policies and coverages in Agentic Contact Center for Insurance
description: Review a customer's policy portfolio and coverage details in the Customer 360 page so that you can understand the customer's active and historical insurance products.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/view-insurance-policies-coverages.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
keywords: [insurance customer 360 view policies, insurance customer 360 view coverages, insurance customer 360 policy card, insurance customer 360 policy status, insurance customer 360 policy premium, insurance customer 360 coverage details, insurance customer 360 coverage amount, insurance customer 360 policyholder role, customer 360 page]
breadcrumb: [Using Agentic Contact Center for Insurance, Agentic Contact Center for Insurance, Insurance applications, Financial Services Operations \(FSO\)]
---

# View insurance policies and coverages in Agentic Contact Center for Insurance

Review a customer's policy portfolio and coverage details in the Customer 360 page so that you can understand the customer's active and historical insurance products.

## Before you begin

Role required: sn\_ins\_csr.servicing\_agent, sn\_ins\_csr.claims\_agent

## About this task

The **Policies** section on the Customer 360 page shows all insurance policies associated with the customer, including both directly owned policies and policies where the customer appears as a participant.

## Procedure

1. Open a customer record.

- From an active interaction, select the customer's name in the customer details card.
- Navigate directly to the consumer, account, or contact record from the workspace.
The Customer 360 page opens in a separate tab.

2. Scroll to the **Policies** section and select a policy from the **Select policy** dropdown list.

Each policy displays a card with the following information:

- **Policy number**: The unique identifier for the policy. Select the policy number to open the policy record.
- **Status**: The current state of the policy. Active policies are shown in green. Canceled or terminated policies are shown in red.
- **Effective date**: The date the policy came into effect.
- **Premium**: The premium amount for the policy.
- **Role**: The customer's roles on the policy \(such as Policyholder or Insured\), which can be one or more. Displays a hyphen \(-\) when no role is on record.
3. Selecting a policy displays the **Coverages** subsection, where you can review the individual coverages on that policy.

The coverages table displays the following for each coverage:

- **Coverage type**: The name of the coverage.
- **Type**: The coverage type category.
- **Coverage value**: The maximum covered amount for this coverage.
- **Premium amount**: The premium charged for this coverage.
\[Omitted image "insurance-c360-policies.png"\] Alt text: Policies section showing a selected policy with In Force status and a Coverages table listing Liability Protection, Dwelling, and Personal Property limits.

**Related topics**

[Customer 360 page for Agentic Contact Center for Insurance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/customer-360-insurance-agentic-contact-centre.md)

[View an insurance customer profile in Agentic Contact Center for Insurance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/view-insurance-customer-profile.md)

[View insurance cases in Agentic Contact Center for Insurance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/view-insurance-cases.md)

[Summarize an insurance customer profile in Agentic Contact Center for Insurance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/summarize-insurance-customer-profile.md)