Personal Lines Claims dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Personal Lines Claims dashboard

    The Personal Lines Claims dashboard offers ServiceNow customers a centralized view to monitor and analyze the performance of claim service requests related to personal lines insurance policies. It provides insights into claim case statuses, trends, and detailed metrics to help teams manage claims efficiently and ensure compliance with Service Level Agreements (SLAs).

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    This dashboard is accessible via Workspaces > Financial Services Workspace > Analytics Center or through the Platform Analytics Workspace on the ServiceNow Store. Access requires specific ServiceNow AI Platform roles for viewing and editing.

    Key Features

    • Real-time Monitoring: Track open claim cases, especially those breaching SLAs, to prioritize immediate attention.
    • Trend Analysis: View daily trends such as claim payouts and volume of cases created or closed to identify patterns.
    • Detailed Indicators: Key metrics include open cases, SLA breaches, denied claims, closed cases, paid cases, and SIU (Special Investigation Unit) reviews.
    • Breakdowns: Analyze claims by stage, age, service type, customer, product, and SLA compliance percentage for granular insights.
    • Customization: Users with appropriate admin roles can customize dashboard views to fit organizational needs.

    Use Cases

    • Personal Lines Claims Manager: Gains real-time visibility into claim statuses, monitors SLA breaches, tracks claim volumes and trends, and reviews average case closing times by representatives or teams.
    • Personal Lines Claims Admin: Customizes dashboard views and ensures the dashboard aligns with operational requirements.

    Key Outcomes

    • Improved oversight of claim processing performance and SLA adherence to drive timely resolution.
    • Enhanced ability to identify bottlenecks or delays within claim workflows through detailed metrics and breakdowns.
    • Data-driven decision making supported by trend analysis and comprehensive claim status reporting.
    • Facilitated prioritization of cases requiring urgent attention, helping reduce SLA breaches and improve customer satisfaction.

    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