Personal Lines Claims dashboard
Summarize
Summary of Personal Lines Claims dashboard
The Personal Lines Claims dashboard provides a consolidated view of the performance and status of claim service requests related to personal lines insurance policies. It enables ServiceNow customers to monitor claim case statuses, identify trends, and drill down into specific case details within a single workspace. This dashboard supports better management of claims by highlighting cases that require immediate attention, tracking SLA breaches, and analyzing case durations.
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Accessible via Workspaces > Financial Services Workspace > Analytics Center or the Platform Analytics Workspace, the dashboard requires specific ServiceNow AI Platform roles to view or edit data and widgets.
Key Features
- Real-time monitoring: Track open claim cases, including those breaching SLAs.
- Trend analysis: Visualize trends in claim volumes, payouts, and SLA performance over time.
- Drill-down capability: Access detailed information about individual claims and their status.
- Customizable views: Admin users can tailor dashboard widgets and indicators to fit organizational needs.
- Multiple indicators: Metrics include daily counts of open, closed, denied, paid, and SIU review cases, as well as SLA compliance and breach statistics.
Use Cases
- Personal Lines Claims Manager: Gains visibility into claim statuses, monitors SLA breaches, tracks claim volumes and trends, and reviews average case closing times by representative or group.
- Personal Lines Claims Admin: Customizes dashboard views to better suit reporting and operational requirements.
Key Indicators and Metrics
The dashboard includes essential performance indicators that help assess claims handling efficiency and SLA adherence:
- Daily number of open cases
- Open cases breaching SLA
- Number of cases created, closed, denied, and paid daily
- Sum duration of closed cases
- Number of cases closed within SLA versus breached SLA
- Open cases where SLA breach percentage exceeds 80%
- Claims payout trends for closed cases
- Special Investigation Unit (SIU) review cases
The dashboard also provides breakdowns by stage, case age, service type, customer, product, and SLA percentage to allow granular analysis.
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