Group Life Servicing dashboard

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Group Life Servicing Dashboard

    The Group Life Servicing dashboard provides insights into team and business performance related to group policy service requests for insurance services. It has been updated for an enhanced user experience, allowing users to monitor policy service case statuses, observe trends, and view details from a single interface. Users can track closed cases that breached SLAs, open cases needing urgent attention, and average closing times.

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    Key Features

    • Real-time Monitoring: View the status of insurance cases, including open cases that have breached SLAs and their trends.
    • Customizable Views: Users can tailor the dashboard to their specific needs.
    • Detailed Insights: Access details on closed cases, average closing times, and case types.

    Access Requirements

    To access the dashboard, users need specific ServiceNow AI Platform roles:

    • sninsgrouplife.manager - to view dashboard widgets and data.
    • sninsgrouplife.admin, snbompa.admin, and paadmin - to edit the dashboard.

    Accessing the Dashboard

    Navigate to Workspaces > Financial Services Workspace > Analytics Center or All > Group Life Servicing > Analytics. Users upgrading from earlier versions can still access the Core UI dashboard layout via All > Group Life Servicing > Dashboard.

    Use Cases

    Different roles can utilize the dashboard effectively:

    • Group Life Policy Manager: Gain visibility into real-time status, monitor SLA breaches, review agent productivity, and analyze average closing times.
    • Group Life Policy Admin: Customize views and access specific indicators related to group life servicing.

    Key Indicators

    The dashboard includes several critical indicators, such as:

    • Summed duration of closed cases and number of hours to close personal lines cases.
    • Number of closed and open cases, including those that breached SLAs.
    • Cases rejected by customers or fulfillers and those related to policy updates and document sends.

    This dashboard equips ServiceNow customers with the necessary tools to enhance their group life servicing operations by providing critical insights and facilitating effective case management.

    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.

    Important:
    The Group Life Servicing dashboard has been modernized to give you a better user experience.

    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 Workspaces > Financial Services Workspace > Analytics Center (Analytics center icon.).

    Alternatively, you can navigate to All > Group Life Servicing > Analytics.

    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 All > Group Life Servicing > 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 Group Life Servicing dashboard
    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:
    • Monitor all the open insurance cases that have breached an SLA (Service Level Agreement)
    • Monitor the volume of each insurance case type and their trend
    • Review agent productivity
    • Review the average closing time of cases for a service, agent, or group
    • Monitor the details of requests by the policy type
    • Drill down into the details in an error category
    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