Personal Lines Claims dashboard

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

    The Personal Lines Claims dashboard provides ServiceNow customers with a centralized view to monitor and analyze the performance of claims service requests related to personal lines insurance policies. It enables users to track the status of claim cases, observe trends, and access detailed case information within specified timeframes. Key insights include identifying closed cases that breached Service Level Agreements (SLAs), open cases requiring urgent attention, and the duration of closed claim cases.

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    Access to this dashboard is through the Financial Services Workspace under Workspaces > Financial Services Workspace > Analytics Center or via the Platform Analytics Workspace. Note that the Platform Analytics Workspace must be activated from the ServiceNow Store.

    Roles and Permissions

    • sninsclaimpers.manager: Required to view dashboard widgets and data.
    • sninsclaimpers.admin, snbompa.admin, paadmin: Required to edit and customize the dashboard.

    Use Cases

    • Personal Lines Claims Manager: Uses the dashboard to monitor open claim cases, specifically those breaching SLAs, track claim volume and trends by type, and review average case closing times by representatives or groups.
    • Personal Lines Claims Admin: Customizes dashboard views to align with operational needs.

    Key Performance Indicators

    The dashboard includes a range of indicators that provide real-time and daily insights, including:

    • Number of open cases and open cases with breached SLAs.
    • Daily cases created, denied, closed, and paid.
    • Duration metrics such as summed hours of closed cases.
    • Comparisons between cases closed within SLA versus those breaching SLA.
    • Open cases with SLA breach percentage greater than 80%, highlighting cases nearing SLA deadlines.
    • Daily count of Special Investigation Unit (SIU) review cases.
    • Trend analysis of claims payout amounts on closed cases.

    Data Breakdown Options

    The dashboard supports drill-downs and breakdowns by stages such as:

    • Stage of claim processing
    • Case age
    • Claim service type
    • Customer and product details
    • SLA percentage elapsed

    This enables users to pinpoint areas needing attention and make informed decisions to improve claims management efficiency.

    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.

    Important:
    Platform Analytics Workspace is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    To access the Personal Lines Claims dashboard, navigate to Workspaces > Financial Services Workspace > Analytics Center (Analytics center icon.).

    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

    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 Personal Lines Claims dashboard
    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:
    • 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 cases for a representative, processor, or group
    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