Replace weekly spreadsheet compilations with live MI dashboards that give you instant, accurate visibility into every aspect of your insurance operation.
Most insurance operations still rely on manually compiled MI — extracting data from multiple systems, pasting it into spreadsheets, building pivot tables, and formatting reports for management and capacity providers. This process consumes significant resource, produces MI that is out of date by the time it is distributed, and is prone to errors in data extraction and manipulation.
The consequence is that operational decisions are made on stale data. A claims manager reviewing last week's MI cannot see today's bottleneck. A capacity provider receiving a monthly bordereaux pack has no visibility of real-time performance. When an emerging trend needs attention — a spike in escape of water claims, an increase in complaint volumes — it is identified days or weeks after it begins.
Manual MI also creates key-person dependency. When the team member who builds the MI pack is on leave or moves on, the operation loses its visibility until someone else learns the process. This fragility is unacceptable in a regulated environment where timely, accurate reporting is a compliance obligation.
When your insurance operations run on a workflow platform, every case event — creation, status change, handler action, escalation, resolution — is captured automatically. MI dashboards draw directly from this operational data, providing real-time visibility without any manual compilation.
Dashboards are configurable to show the KPIs that matter to each audience. Operations managers see case volumes, handler workloads, and SLA adherence. Compliance teams see complaint trends and regulatory deadline performance. Capacity providers see delegated authority performance metrics. Each view updates in real time as cases progress through workflows.
Scheduled report generation automates the distribution of MI packs to stakeholders who prefer periodic reports over live dashboards. These reports are compiled from the same real-time data, ensuring consistency between what the dashboard shows and what the report contains.
A practical guide to moving from manual MI compilation to real-time dashboards that drive better operational decisions.
Start by identifying every MI consumer: operations managers, team leaders, compliance, the board, capacity providers, and brokers. For each audience, document what KPIs they need, how frequently they need them, and in what format. This prevents building dashboards that look impressive but do not answer the questions stakeholders actually ask.
Verify that every data point required for your MI is captured within your workflow system. If a KPI relies on data held outside the workflow — for example, in a legacy system or a separate finance platform — plan the integration needed to bring that data in. MI dashboards are only as good as the underlying data.
Create wireframes for each dashboard view. Operations managers typically need case volume trends, SLA status (RAG), handler workload distribution, and average handling times. Compliance teams need complaint volumes, regulatory deadline adherence, and root cause analysis. Capacity providers need claims frequency, average settlement values, and bordereaux-aligned metrics.
Connect your dashboards to the workflow data layer. Configure the calculations for each KPI — averages, totals, percentages, trends — and ensure they update as workflow events occur. Define refresh rates appropriate to each metric: SLA status should update in real time, while monthly trends can refresh hourly.
Ensure users can click from a dashboard metric into the underlying case data. When a manager sees that SLA adherence has dropped, they should be able to drill down to see which cases are at risk, who is handling them, and what the current status is. Without drill-down, dashboards show problems but do not enable action.
For stakeholders who require periodic MI packs — capacity providers expecting monthly bordereaux, the board expecting quarterly performance summaries — configure automated report generation. These reports should compile from the same data as the live dashboards, formatted for the recipient, and distributed on schedule.
Assign ownership of dashboard configuration. Establish a process for requesting new metrics, changing calculations, or modifying layouts. Review dashboard usage quarterly to identify metrics that are never viewed and could be removed, and emerging requirements that should be added.
Define what Red, Amber, and Green mean for each metric and apply those definitions consistently. Inconsistent RAG thresholds across dashboards create confusion and undermine trust in the MI.
A snapshot showing 95% SLA adherence today is less useful than a trend showing SLA adherence declining from 98% to 95% over the past month. Always include time-series views alongside current-state metrics.
Operational dashboards are for day-to-day management decisions. Regulatory MI — complaint volumes, breach counts, root cause data — should have dedicated views with the specific metrics and formats required by regulators.
If your MI relies on data from multiple sources, include quality indicators that flag when data feeds are stale, incomplete, or mismatched. This prevents decisions being made on unreliable data without the user realising.
Senior managers and directors often review MI on mobile devices. Ensure your key dashboards are readable on smaller screens, even if detailed drill-down is reserved for desktop use.
If you operate under delegated authority, ensure your MI definitions match those used by your capacity providers. Misaligned definitions create reconciliation problems and erode confidence in your reporting.
With integrations planned for any data held in external systems.
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See how SwiftCase MI dashboards give you instant, accurate insight into your insurance operations — without manual spreadsheet compilation.
