Personal Lines Servicing dashboard

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Personal Lines Servicing dashboard

    The Personal Lines Servicing dashboard provides ServiceNow customers with comprehensive insights into the performance of their personal policy service requests. It offers a modernized user experience, allowing users to monitor the status of policy service cases, observe trends, and drill down into case details from a single interface. The dashboard highlights key metrics such as closed cases breaching Service Level Agreements (SLAs), open cases requiring immediate attention, and average case closing times for any specified time period.

    Show full answer Show less

    Access and Roles

    To view the dashboard, users need the sninspolicyb2c.manager role. Editing capabilities require sninspolicyb2c.admin, snbompa.admin, or paadmin roles. The dashboard can be accessed via:

    • Workspaces > Financial Services Workspace > Analytics Center
    • All > Personal Lines Servicing > Analytics
    • The Platform Analytics Workspace

    Users upgrading from earlier versions can access the legacy Core UI dashboard layout under All > Personal Lines Servicing > Dashboard.

    Use Cases

    • Personal Lines Manager: Gains real-time visibility into insurance case statuses, monitors open cases breaching SLAs, tracks case volume and trends, reviews agent productivity and average closing times, monitors requests by policy type, and investigates error categories.
    • Personal Lines Admin: Customizes dashboard views to meet organizational needs.

    Key Indicators

    The dashboard provides critical performance indicators including:

    • Summed Duration of Closed Cases: Total hours to close personal lines cases per day, broken down by stage and service.
    • Number of Closed Cases: Daily count of closed personal lines cases with stage and service details.
    • Open Cases with SLA Breached > 80%: Count of open cases where SLA elapsed time exceeds 80%.
    • Change Coverage Cases Created: Number of new personal auto and homeowners change coverage cases created daily.
    • Closed Cases with Breached SLA: Number of closed cases that breached SLA on the day.
    • Open Cases Breached SLA: Number of open cases breaching SLA on the day.
    • Change Coverage Open Cases: Open change coverage cases for auto and home policies.
    • Cases Rejected by Customer: Number of cases rejected by customers.
    • Closed Cases Within SLA: Number of cases closed within SLA, used to compare against breached cases.

    Data Breakdowns

    The dashboard data can be segmented by:

    • Policy Case Stage
    • Policy Service
    • Policy Rejection Reason

    This segmentation enables detailed analysis and targeted action based on case lifecycle, service type, and customer feedback.

    With the Personal Lines Servicing 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.

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

    The Personal Lines 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_policy_b2c.manager, required to view the dashboard widgets and data.
    • sn_ins_policy_b2c.admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.

    Access the Personal Lines Servicing dashboard

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

    Alternatively, you can navigate to All > Personal Lines 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 by navigating to All > Personal Lines 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 Personal Lines Servicing dashboard
    User Dashboard use
    Personal lines manager Needs to gain visibility into the real-time status of insurance cases and do the following tasks:
    • Monitor all the open insurance cases that have 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 the 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
    Personal lines admin Needs to be able to customize views.

    Indicators

    Personal Lines Servicing.Summed duration of closed cases
    Number of hours to close the personal lines cases that day with Stage and Service breakdowns.
    Personal Lines Servicing.Number of closed cases
    Number of the personal lines cases that were closed today with Stage and Service breakdowns.
    Personal Lines.Open Cases with SLA Breached greater than 80%
    Number of the open personal lines cases that day where the SLA-elapsed percentage is greater than 80 percent.
    Personal Lines: Number of change coverage cases created for both auto and home
    Number of the personal lines cases that were created today where the personal lines service is the Personal auto change coverage account or homeowners change coverage.
    Personal Lines Servicing.Number of closed cases with breached sla
    Number of the personal lines cases that were closed that day that breached an SLA.
    Personal Lines:Number of open cases breached SLA
    Number of the open personal lines cases that day that breached an SLA.
    Personal lines.Number of change coverage open cases for auto and home
    Number of the open personal lines cases that day where the personal lines service is Personal auto change coverage account or homeowners change coverage.
    Personal Lines Servicing.Number of cases rejected by customer
    Number of the cases that were rejected by a customer.
    Personal Lines Servicing.Number of closed cases with SLA
    Number of the personal lines cases that were closed that day within an SLA. The indicator is used to compare the number of cases closed that met an SLA versus the number of cases that breached an SLA.

    Breakdowns

    • Policy Case Stage
    • Policy Service
    • Policy Rejection Reason