Group Life Servicing dashboard

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

    The Group Life Servicing dashboard provides ServiceNow customers with a comprehensive view of their team’s performance and business metrics relating to group policy service requests within insurance services. Modernized for an enhanced user experience, the dashboard allows users to monitor policy service case statuses, identify trends, and drill down into detailed data from a single interface. It supports analysis over any specified time range, focusing on SLA breaches, open cases requiring urgent attention, and average case closing times.

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    Access and Roles

    • To view the dashboard, users need the sninsgrouplife.manager role.
    • Editing the dashboard requires additional roles: sninsgrouplife.admin, snbompa.admin, and paadmin.
    • Access the dashboard via Workspaces > Financial Services Workspace > Analytics Center or through All > Group Life Servicing > Analytics. It is also accessible from the Platform Analytics Workspace.
    • Customers upgrading from earlier versions can still access the Core UI dashboard layout under All > Group Life Servicing > Dashboard.

    Use Cases

    • Group life policy managers use the dashboard to:
      • Monitor open insurance cases breaching SLAs.
      • Track the volume and trends of case types.
      • Assess agent productivity and average case closing times by service, agent, or group.
      • Drill down into request details by policy type and error categories.
    • Group life policy admins use it to customize dashboard views to meet their operational needs.

    Key Indicators and Metrics

    The dashboard provides a variety of indicators to measure case statuses and operational performance, including:

    • Summed duration of closed cases (hours to close cases by stage and service).
    • Number of closed and open group life cases, with breakdowns by stage and service.
    • Open cases with SLA elapsed greater than 80%.
    • Number of cases rejected by customers or processors/underwriters.
    • Counts of specific service activities such as changing member information, sending policy documents, and updating policies.
    • Comparison of cases closed within SLA versus those breaching SLA.

    Data Breakdowns

    The dashboard allows filtering and breakdown of data by:

    • Case Stage
    • Group Life Rejection Reason
    • Group Life Service type

    This dashboard empowers ServiceNow customers in the insurance domain to effectively track and manage group life insurance policy servicing, ensuring timely resolution of cases, SLA compliance, and operational transparency.

    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