Commercial Lines Claims dashboard
Summarize
Summary of Commercial Lines Claims dashboard
The Commercial Lines Claims dashboard provides ServiceNow customers with a consolidated view to monitor the performance of their personal policy service requests related to commercial insurance claims. It enables real-time tracking of claim case statuses, trends, and detailed insights from a single interface. Customers can specify time periods to analyze closed cases that breached SLAs, open cases needing urgent attention, and average case closing times.
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Access to the dashboard requires specific ServiceNow AI Platform roles: sninsclaimcml.manager for viewing dashboard data and widgets, and sninsclaimcml.admin, snbompa.admin, or paadmin for editing dashboard configurations.
Key Features
- Real-time status monitoring: View open claims, SLA breaches, and case volumes by type.
- Trend analysis: Track claim case trends and average closing times by representative, processor, or group.
- Detailed breakdowns: Analyze claims by SLA percentage, age, account, product, service, and processing stage.
- Customizable views: Admin users can tailor dashboard views to organizational needs.
Use Cases
- Commercial Lines Claims Manager: Gains visibility into real-time claim statuses, monitors SLA breaches, tracks claim volumes and trends, and evaluates average closing times to manage team and process performance effectively.
- Commercial Lines Claims Admin: Customizes dashboard views to suit reporting and operational requirements.
Key Indicators
The dashboard presents several critical metrics that help assess claims operations, including:
- Number of denied commercial claim cases closed daily.
- Count of open commercial claim cases each day.
- Total hours spent closing claims daily, broken down by stage and service.
- Number of closed claims and closed claims within SLA versus breached SLA counts.
- Open claims with SLA elapsed percentage greater than 80%, indicating urgent attention needed.
- Number of commercial claims closed by the Special Investigations Unit (SIU).
- Total claim payout amounts on closed cases daily.
- Number of new commercial claim cases created daily.
- Open claims specific to business owner policy (BOP) change coverage accounts.
These indicators enable ServiceNow customers to pinpoint operational bottlenecks, SLA compliance issues, and financial impacts, supporting informed decision-making and improved service delivery.
With the Commercial Lines Claims dashboard, you can get an insight into how your team and business are performing for the personal policy service requests that were received for your insurance services.
The Commercial 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 time that you specify, you can view the details for the closed cases that breached an SLA, the open cases that need immediate attention, and the average closing times of the claim cases.
To access the Commercial Lines Claims dashboard, navigate to .
Required ServiceNow AI Platform roles
- sn_ins_claim_cml.manager, required to view the dashboard widgets and data.
- sn_ins_claim_cml.admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.
Use cases
| User | Dashboard use |
|---|---|
| Commercial lines claims manager | Needs to gain visibility into the real-time status of the claim cases and do the following tasks:
|
| Commercial lines claims admin | Needs to be able to customize views. |
Indicators
- Commercial Claim.Number of denied cases
- Number of the commercial claim cases that were rejected and closed today.
- Commercial Claim.Number of open cases
- Daily number of the open commercial claim cases.
- Commercial Claim.Summed duration of closed cases
- Number of hours to close the commercial claim cases that day with Stage and Service breakdowns.
- Commercial Claim.Number of closed cases
- Number of the commercial claim cases that were closed today with Stage and Service breakdowns.
- Commercial Claim.Open Cases with SLA Breached greater than 80%
- Number of the open commercial claim cases that day where an SLA-elapsed percentage is greater than 80 percent.
- Commercial Claim.Number of closed SIU cases
- Daily number of the commercial claim cases that were closed by the special investigations unit (SIU).
- Commercial Claim.Sum of total claim payout
- Daily number of the claim payout on the closed cases.
- Commercial Claim.Number of closed cases with breached sla
- Number of the commercial claim cases that were closed that day that breached an SLA.
- Commercial Claim:Number of created cases
- Number of the open commercial claims cases that were created that day.
- Commercial lines.Number of bop change coverage open cases
- Number of the open commercial claim cases that day where the commercial service is a bop change coverage account.
- Commercial Claim.Number of closed cases within sla
- Number of the commercial claim cases that were closed that day within an 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.
Breakdowns
- SLA percentage
- Commercial Claim.Age
- Commercial Claim.Account
- Commercial Claim.Product
- Commercial Claim.Service
- Commercial Claim.Stage