Group Life Servicing dashboard
Summarize
Summary of Group Life Servicing dashboard
The Group Life Servicing dashboard provides ServiceNow customers with comprehensive insights into the performance of their team and business regarding group policy service requests for insurance services. It has been modernized to enhance the user experience, offering a single view to monitor policy service case statuses, observe trends, and drill down into case details.
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This dashboard enables you to review closed cases that breached SLAs, identify open cases requiring immediate attention, and analyze average case closing times over any specified period.
Access and Roles
To view the dashboard, you need the sninsgrouplife.manager role. Editing the dashboard requires one of the following roles: sninsgrouplife.admin, snbompa.admin, or paadmin.
Access the dashboard via:
- Workspaces > Financial Services Workspace > Analytics Center
- All > Group Life Servicing > Analytics
- Platform Analytics Workspace
For customers upgrading from earlier versions, the existing Core UI dashboard remains accessible under All > Group Life Servicing > Dashboard.
Use Cases
- Group Life Policy Manager: Gains real-time visibility into open cases, monitors SLA breaches, tracks case volumes and trends by case type, reviews agent productivity, examines average closing times, and drills down by policy type and error categories.
- Group Life Policy Admin: Customizes dashboard views as needed.
Key Indicators and Metrics
The dashboard includes a variety of critical indicators related to Group Life and Disability Servicing cases, such as:
- Total hours to close closed cases, broken down by stage and service
- Number of closed and open cases daily, including those breached or met SLA thresholds
- Cases categorized by service types like member info changes, policy updates, and document sending
- Rejection counts by customers and fulfillers within the last 30 days
Breakdowns
Data can be segmented by:
- Case Stage
- Rejection Reason
- Service Type
Practical Benefits
ServiceNow customers using the Group Life Servicing dashboard can expect to quickly identify compliance issues, monitor operational efficiency, and make informed decisions to improve insurance service delivery. The dashboard consolidates key metrics and case details into an intuitive interface, supporting proactive management of group life insurance policy servicing activities.
With the Group Life Servicing dashboard, you can get an insight into how your team and business are performing for the group policy service requests that were received for your insurance services.
The Group Life Servicing dashboard enables you to monitor the status of the policy service 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 policy service cases.
Required ServiceNow AI Platform roles
- sn_ins_group_life.manager, required to view the dashboard widgets and data.
- sn_ins_group_life.admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.
Access the Group Life Servicing dashboard
To access the Group Life Servicing dashboard, navigate to (
).
Alternatively, you can navigate to .
You can also access the dashboard from the Platform Analytics Workspace. For more information about the Platform Analytics Workspace, see Analytics Center.
If you have upgraded from an earlier version, you can access the existing Core UI dashboard layout as usual by navigating to .
Use cases
| User | Dashboard use |
|---|---|
| Group life policy manager | Needs to gain visibility into the real-time status of the insurance cases and do the following tasks:
|
| Group life policy admin | Needs to be able to customize views. |
Indicators
- Group Life and Disability Servicing.Summed duration of closed cases
- Number of hours to close the personal lines cases that day with the Stage and Service breakdowns.
- Group Life and Disability Servicing.Number of closed cases
- Number of the group life cases that were closed today with the Stage and Service breakdowns.
- Group Life and Disability Servicing.Open Cases with SLA Breached greater than 80%
- Number of the open group life cases that day where the SLA-elapsed percentage is greater than 80 percent.
- Group Life and Disability Servicing.Group life change member info
- Number of group life cases where the policy service is changing member information.
- Group Life and Disability Servicing.Number of closed cases with breached sla
- Number of the group life cases that were closed that day that breached an SLA.
- Group Life and Disability Servicing.Number of open cases breached SLA
- Number of the open group life cases that day that breached an SLA.
- Group Life and Disability Servicing.Number of open cases
- Number of the open group life cases that day.
- Group Life and Disability Servicing.Number of cases rejected by customer
- Number of the closed cases that were rejected by customers in the last 30 days, where the solution proposed by the agent was rejected.
- Group Life and Disability Servicing.Number of closed cases with sla
- Number of the group life 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 cases that breached an SLA.
- Group Life and Disability Servicing.Number of cases rejected by fulfiller
- Number of the closed cases in the last 30 days that were rejected by a processor or underwriter.
- Group Life and Disability Servicing.Group life send policy documents
- Number of the group life cases where the policy service is sending policy documents.
- Group Life and Disability Servicing.Group life update policy
- Number of the group life cases where the policy service is updating a policy.
Breakdowns
- Group Case Stage
- Group Life Rejection Reason
- Group Life Service