Individual Life Servicing dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Individual Life Servicing dashboard

    The Individual Life Servicing dashboard in ServiceNow provides a comprehensive, modernized view of your team’s performance in handling individual life insurance policy service requests. It helps insurance service managers and administrators monitor case statuses, track trends, and analyze service level agreement (SLA) breaches—all from a single interface. This enables timely interventions and improved service delivery.

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    Key Features

    • Real-time monitoring: View open cases, SLA breaches, and average case closing times for specified periods.
    • SLA breach insights: Identify both open and closed cases that have breached SLA thresholds, highlighting cases needing immediate attention.
    • Trend analysis: Track case volumes by type and stage, helping you spot patterns and workload distribution.
    • Drill-down capability: Access detailed views by policy type, error categories, and rejection reasons to facilitate root cause analysis.
    • Role-based access: Viewing requires the sninsindivlife.manager role; editing requires additional roles such as sninsindivlife.admin, snbompa.admin, or paadmin.
    • Customizable views: Policy administrators can tailor dashboard widgets and data views to better fit business needs.

    How to Access

    Access the dashboard via:

    • Workspaces: Navigate to Workspaces > Financial Services Workspace > Analytics Center.
    • Direct navigation: Go to All > Individual Life Servicing > Analytics.
    • Platform Analytics Workspace: Access via the Platform Analytics Workspace for enhanced analytics capabilities.
    • For users upgrading from prior versions, the original Core UI dashboard remains accessible.

    Use Cases

    • Individual Life Policy Managers: Monitor open cases breaching SLAs, assess case volumes and trends, review agent productivity and average closing times, and analyze policy-specific request details.
    • Individual Life Policy Administrators: Customize dashboard views and indicators to align with organizational priorities.

    Key Indicators and Metrics

    The dashboard tracks essential metrics such as:

    • Total hours to close cases, broken down by stage and service.
    • Number of closed and open cases, with distinctions for those breaching or meeting SLAs.
    • Cases rejected by customers or fulfillers within the last 30 days, highlighting quality and process issues.

    Breakdowns

    Data can be segmented by individual case stage, rejection reasons, and service types to provide detailed operational insight.

    With the Individual Life Servicing dashboard, you can get an insight into how your team and business are performing for the individual policy service requests that were received for your insurance services.

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

    The Individual 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 a Service Level Agreement (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_indiv_life.manager, required to view the dashboard widgets and data.
    • sn_ins_indiv_life.admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.

    Access the Individual Life Servicing dashboard

    To access the Individual Life Servicing dashboard, navigate to Workspaces > Financial Services Workspace > Analytics Center (Analytics center icon).

    Alternatively, you can navigate to All > Individual 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 > Individual Life Servicing > Dashboard.

    Use cases

    For examples of how the different people in your organization would use this dashboard, see the use cases in the following table.
    Table 1. Use cases for using the Individual Life Servicing dashboard
    User Dashboard use
    Individual life policy manager Needs to gain visibility into the real-time status of insurance cases and do the following:
    • Monitor all the open insurance cases that breached a Service Level Agreement (SLA)
    • 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 individual
    • Monitor the details of requests by the policy type
    • Drill down into the details in an error category
    Individual life policy admin Needs to be able to customize views.

    Indicators

    Individual 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.
    Individual Life and Disability Servicing.Number of closed cases
    Number of the individual life cases that were closed today with the Stage and Service breakdowns.
    Individual Life and Disability Servicing.Open Cases with SLA Breached greater than 80%
    Number of the open individual life cases that day where the SLA-elapsed percentage is greater than 80 percent.
    Individual Life and Disability Servicing.Number of closed cases with breached sla
    Number of the individual life cases that were closed that day that breached an SLA.
    Individual Life and Disability Servicing.Number of open cases breached SLA
    Number of the open individual life cases that day that breached an SLA.
    Individual Life and Disability Servicing.Number of open cases
    Number of the open individual life cases that day.
    Individual 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.
    Individual Life and Disability Servicing.Number of closed cases with sla
    Number of the individual 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 number of cases that breached an SLA.
    Individual 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.

    Breakdowns

    • Individual Case Stage
    • Individual Life Rejection Reason
    • Individual Life Service