View insurance cases in Agentic Contact Center for Insurance

task brazil Updated Sep 10, 2026 2 min read view-insurance-cases.md

Review insurance claims and service cases for a customer in the Customer 360 page so that you can understand the customer's open and recent service activity.

Before you begin

Role required: sn_ins_csr.servicing_agent, sn_ins_csr.claims_agent

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.
Navigate to the cases lists and select the tab that matches the case type you want to review.
- All: All cases associated with the customer.
- Claims: Insurance claim cases associated with the customer, including cases where the customer appears as a claimant or participant. (Cases are displayed to users with the claims_agent role.)
- Servicing: Policy servicing cases across personal lines, commercial lines, individual life, and group life. (Cases are displayed to users with the servicing_agent role.) Cases are sorted by last updated date and time, with the most recent first. Each row shows the case number, last updated date and time, service definition, state, and assigned agent.
[Omitted image "insurance-c360-cases-list.png"] Alt text: Cases list showing All, Claims, and Servicing tabs, with case records displaying Number, Updated timestamp, Service, State, and Assigned to columns.
To change the sort order of the case list, select a column header to sort by case number, last updated date and time, service definition, status, or assigned agent.
Select the case number to open the case record.

Result

The case record opens in a new tab.

View an insurance customer profile in Agentic Contact Center for Insurance

View insurance policies and coverages in Agentic Contact Center for Insurance

Keywords view insurance casesinsurance customer 360 claims tabinsurance customer 360 servicing tabinsurance customer 360 filter casesinsurance customer 360 sort casesinsurance customer 360 open case recordinsurance customer 360 case numberinsurance customer 360 account activitycustomer 360 page

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---
title: View insurance cases in Agentic Contact Center for Insurance
description: Review insurance claims and service cases for a customer in the Customer 360 page so that you can understand the customer's open and recent service activity.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/financial-services-operations/view-insurance-cases.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
keywords: [view insurance cases, insurance customer 360 claims tab, insurance customer 360 servicing tab, insurance customer 360 filter cases, insurance customer 360 sort cases, insurance customer 360 open case record, insurance customer 360 case number, insurance customer 360 account activity, customer 360 page]
breadcrumb: [Using Agentic Contact Center for Insurance, Agentic Contact Center for Insurance, Insurance applications, Financial Services Operations \(FSO\)]
---

# View insurance cases in Agentic Contact Center for Insurance

Review insurance claims and service cases for a customer in the Customer 360 page so that you can understand the customer's open and recent service activity.

## Before you begin

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

## 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. Navigate to the cases lists and select the tab that matches the case type you want to review.

- **All**: All cases associated with the customer.
- **Claims**: Insurance claim cases associated with the customer, including cases where the customer appears as a claimant or participant. \(Cases are displayed to users with the claims\_agent role.\)
- **Servicing**: Policy servicing cases across personal lines, commercial lines, individual life, and group life. \(Cases are displayed to users with the servicing\_agent role.\)
Cases are sorted by last updated date and time, with the most recent first. Each row shows the case number, last updated date and time, service definition, state, and assigned agent.

\[Omitted image "insurance-c360-cases-list.png"\] Alt text: Cases list showing All, Claims, and Servicing tabs, with case records displaying Number, Updated timestamp, Service, State, and Assigned to columns.

3. To change the sort order of the case list, select a column header to sort by case number, last updated date and time, service definition, status, or assigned agent.

4. Select the case number to open the case record.

## Result

The case record opens in a new tab.

**Related topics**

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

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