Commercial Lines Claims dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 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 their personal policy service requests related to commercial insurance claims. It allows users to track claim statuses, identify trends, and drill down into case details for any specified time period.

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    This dashboard helps teams quickly identify open cases requiring immediate attention, closed cases that breached Service Level Agreements (SLAs), and assess average case closing times, thereby enhancing operational oversight and decision-making.

    Key Features

    • Real-time monitoring: View the current status of open and closed commercial claim cases.
    • SLA tracking: Identify open cases with SLA breaches greater than 80% and closed cases that breached SLAs.
    • Trend analysis: Analyze volumes by claim case type, claim payout totals, and closing times across different stages and services.
    • Access control: Viewers need the sninsclaimcml.manager role to see dashboard data and widgets; admins require sninsclaimcml.admin, snbompa.admin, or paadmin roles to modify the dashboard.
    • Detailed breakdowns: Data can be segmented by SLA percentage, claim age, account, product, service, and claim stage, enabling targeted insights.

    Use Cases

    • Commercial Lines Claims Manager: Gains visibility into real-time claim statuses, monitors SLA breaches, tracks case volumes and trends, and reviews average case closing times for individuals or teams.
    • Commercial Lines Claims Admin: Customizes dashboard views and indicators to suit organizational needs.

    Key Indicators

    The dashboard includes critical indicators such as:

    • Number of denied claims closed today
    • Daily count of open cases
    • Summed duration (hours) to close cases with stage and service breakdowns
    • Number of closed cases (including those investigated by the Special Investigations Unit)
    • Total claim payouts on closed cases
    • Number of cases created and open for specific commercial services (e.g., BOP change coverage)
    • Comparison of cases closed within SLA versus those breaching SLA

    These indicators help track operational performance, identify bottlenecks, and improve claim processing efficiency.

    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