Commercial Lines Claims dashboard

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Commercial Lines Claims dashboard

    The Commercial Lines Claims dashboard provides ServiceNow customers with a centralized view to monitor and analyze the performance of commercial claim cases related to personal policy service requests. It enables users to track the status, trends, and detailed metrics of claim cases over any specified time period, helping teams quickly identify cases requiring attention and evaluate SLA compliance and closing times.

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    Access to the dashboard requires specific ServiceNow AI Platform roles: sninsclaimcml.manager to view data and widgets, and sninsclaimcml.admin, snbompa.admin, or paadmin to edit the dashboard.

    Key Features

    • Real-time monitoring: View open claims that have breached SLAs and track cases needing immediate attention.
    • Trend analysis: Review volumes and trends of different claim case types to understand workload and performance patterns.
    • Detailed performance metrics: Track average closing times of claims by representative, processor, or group.
    • Customizable views: Admin roles can tailor dashboard widgets and data views to suit organizational needs.
    • Comprehensive SLA tracking: Monitor both open and closed cases with SLA breach details and compare cases closed within SLA versus those that breached SLA.

    Key Indicators

    The dashboard displays multiple indicators to provide actionable insights, including:

    • Number of denied, open, and closed commercial claim cases (with daily counts and breakdowns by stage and service).
    • Sum of hours to close cases and total claim payouts on closed cases.
    • Counts of open cases with SLA elapsed greater than 80% and cases closed that breached SLA.
    • Number of closed cases handled by the special investigations unit (SIU).
    • Number of created cases and specific counts like open cases related to Business Owner Policy (bop) change coverage.

    Indicators also support breakdowns by SLA percentage, claim age, account, product, service, and stage to allow detailed analysis and prioritization.

    Use Cases

    • Commercial Lines Claims Manager: Gains real-time visibility to monitor SLA breaches, case volumes, and average closing times to improve operational efficiency.
    • Commercial Lines Claims Admin: Customizes dashboard views to better align with organizational reporting and monitoring requirements.

    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 All > Commercial Lines Claims > Dashboard.

    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

    For examples of how different people in your organization can use this dashboard, see the use cases in the following table.
    Table 1. Use cases for using the Commercial Lines Claims dashboard
    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:
    • Monitor all the open claim cases that have breached a Service Level Agreement (SLA)
    • Monitor the volume of each claim case type and their trend
    • Review the average closing time of the cases for a representative, processor, or group
    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