7
1.0.13
Australia, Zurich
Standalone Application
For most personal lines carriers, onboarding isn't one process — it's four parallel workstreams running across different teams, systems, and inboxes, with no one accountable for the full picture. The result: discount leakage, inspection delays, and a first impression that doesn't match the policy you just sold.
Personal Lines Customer Onboarding is the first FSO-native onboarding application built for personal lines carriers. It orchestrates four workstreams inside a single governed ServiceNow workspace: Account Setup, Home Inspection, Policy Verification, and Personal Property Inventory. Each workstream is modular — activate only what your product lines need.
Three perspectives, one platform:
- Workstream Managers get an operations dashboard with SLA health, breached cases, and a book-level view of every case needing attention.
- Agents get a personal workload view with per-customer progress and one-click outreach when a policyholder is stuck.
- Customers get a branded self-service portal with a progress bar, an "Up Next" action, document upload, and appointment booking.
Onboarding begins automatically at policy bind. AI-assisted document processing extracts data from proof documents. Progress rolls up in real time from every task to the top-level case. Weekly notifications keep policyholders moving without agent follow-up.
- Modular onboarding orchestration: configure Account Setup, Home Inspection, Policy Verification, and Personal Property Inventory modules via system properties — activate only what each product line needs.
- Consumer self-service portal (ni_plo): branded Service Portal with progress tracking, document upload, and appointment booking — reducing inbound service calls during onboarding.
- Automated case hierarchy: on policy insert, child cases and NIC To-Dos are provisioned automatically based on active modules, eliminating manual case creation by agents.
- AI-assisted document processing: four built-in DocDataExtractor flows extract structured data from odometer, anti-theft, safe driver, and personal property documents using Document Intelligence.
- Built on Naitiv Insurance Core: inherits the FSO-aligned insurance data model, security framework, and widget library — no duplicate infrastructure.
Initial Release
- Financial Services Operations Core
- Now Assist for Customer Service Management (CSM)
- Appointment Scheduling