Personal Lines Claims dashboard
Summarize
Summary of Personal Lines Claims dashboard
The Personal Lines Claims dashboard provides insights into the performance of your team in handling claim service requests for personal lines policies. It allows you to monitor claim statuses, identify trends, and access detailed information from a single interface.
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Key functionalities include tracking closed cases that breached Service Level Agreements (SLAs), identifying open cases requiring immediate attention, and analyzing the duration of closed claims.
To access the dashboard, navigate to Workspaces > Financial Services Workspace > Analytics Center, or through the Platform Analytics Workspace. Required roles to view the dashboard include sninsclaimpers.manager; for editing, roles include sninsclaimpers.admin, snbompa.admin, and paadmin.
Key Features
- Real-Time Monitoring: Check the status of open claim cases and those that have breached SLAs.
- Trend Analysis: Review the volume and trends of various claim case types.
- Performance Metrics: Evaluate average closing times for cases by representative, processor, or group.
Indicators available on the dashboard include:
- Open cases and those breached SLA
- Daily case creation and denial counts
- Summed duration of closed cases
- Trends in claim payouts
- Details on cases under Special Investigations Unit (SIU) review
Key Outcomes
By utilizing the Personal Lines Claims dashboard, users can enhance visibility into claim processing performance and ensure timely responses to SLA breaches. This leads to improved operational efficiency and better service delivery for personal lines policies.
With the Personal Lines Claims dashboard, you can get an insight into how your team and business are performing for the claim service requests that were received for your personal lines policies.
The Personal Lines Claims dashboard enables you to monitor the status of the claim cases, see trends, and drill down into the details from a single view. For any given duration, you can view the details for the closed cases that breached a Service Level Agreement (SLA), open cases that need immediate attention, and duration of closed claim cases.
To access the Personal Lines Claims dashboard, navigate to (
).
You can also access the dashboard from the Platform Analytics Workspace. For more information about the Platform Analytics Workspace, see Analytics Center.
Required ServiceNow AI Platform roles
- sn_ins_claim_pers.manager, required to view the dashboard widgets and data.
- sn_ins_claim_pers.admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.
Use cases
| User | Dashboard use |
|---|---|
| Personal lines claims manager | Needs to gain visibility into the real-time status of the claim cases and do the following tasks:
|
| Personal lines claims admin | Needs to be able to customize views. |
Indicators
- Personal Lines Claims.Open cases
- Daily number of the open cases.
- Personal Lines Claims.Number of open cases breached SLA
- Daily number of the open cases with a breached SLA.
- Personal Lines Claims.No of cases created
- Number of the cases that were created today or daily.
- Personal Lines Claims.Number of denied cases
- Number of the cases that were closed today with denied claims.
- Personal Lines Claims.Summed duration of closed cases
- Summed duration of the hours of cases that were closed today.
- Personal Lines Claims.Number of closed cases
- Number of the cases that were closed today.
- Personal Lines Claims.Number of closed cases with SLA
- Number of the cases that were closed today within an SLA.
- Personal Lines Claims.Number of closed cases with breached SLA
- Number of the personal lines cases that were closed that day with a breached SLA. The indicator is used to compare the number of cases that were closed that met an SLA versus the number of cases that breached an SLA.
- Personal Lines Claims.Open cases with SLA breached greater than 80%
- Number of the open personal lines cases where the SLA-breached percentage is greater than 80 percent (actual time elapsed >80%).
- Personal Lines Claims.Number of paid cases
- Daily number of the paid cases with an SLA.
- Personal Lines Claims.SIU cases
- Daily number of the personal lines claims open cases in SIU review.
- Personal Lines Claims.Claims payout trend
- Trend of the claim payout daily on the closed cases.
Breakdowns
- Stage
- Age
- Claim service
- Customer
- Product
- SLA percentage