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Visualized ClaimDirector℠ User Guide Business Intelligence Dashboard Overview

June 14, 2019

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Visualized ClaimDirector℠ User Guide – Business Intelligence Dashboard 6/14/19

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Table of Contents

ClaimDirector Business Intelligence Dashboard Overview ...................................................... 1

Introduction .............................................................................................................................................. 1

Accessing the ClaimDirector Dashboard ................................................................................................... 1

Dashboard Tabs ..................................................................................................................... 2

Claims Summary Tab ................................................................................................................................. 3

Claims Summary Tab – Analysis Insights .............................................................................................................. 9

Claims Details Tab ................................................................................................................................... 10

Rules Summary Tab ................................................................................................................................. 11

Rules Details Tab ..................................................................................................................................... 16

Rule Analysis Sample Scenarios .......................................................................................................................... 18

Filter Bookmarks ................................................................................................................. 22

Exporting Dashboard Graphs and Tables .............................................................................. 23

Customer Service ................................................................................................................. 24

Visualized ClaimDirector℠ User Guide - Business Intelligence Dashboard 6/14/19

©2019 Insurance Services Office, Inc. All rights reserved. ISO ClaimSearch is a registered trademark of Insurance Services Office, Inc. Page 1

ClaimDirector Business Intelligence Dashboard Overview

Introduction The ClaimDirector Business Intelligence Dashboard (ClaimDirector Dashboard) is part of ISO ClaimSearch

Solutions business intelligence platform. Designed to provide you with greater insight into your ClaimDirector

scoring activity, the dashboard allows you the flexibility to drill into the rules driving those scores or find claims

linked to specific rule attributes.

The ClaimDirector Dashboard facilitates transparency by providing valuable insight into:

• The overall scoring activity for your organization

• Trends by ClaimDirector Line of Business

• Rule Occurrences

• Geography

Access to the dashboard is available to users with a valid ClaimSearch ID enabled to view Online Reports.

The dashboard data is updated daily. Data available for analysis includes claims scored in the last two years.

(Note: Claims scored today will not appear in the Dashboard until the refresh has occurred.)

Accessing the ClaimDirector Dashboard

The ClaimDirector Dashboard is available on the ISO ClaimSearch website. To access the dashboard:

1. Log onto ISO ClaimSearch.

2. From the My Products section, select the Dashboards tile.

3. Then select the ClaimDirector Dashboard tile.



Dashboard Tabs The ClaimDirector Dashboard is composed of four tabs listed across the top of the window:

• Claims Summary: A high-level overview of your company’s scoring activity and distribution.

• Claims Details: Line item listing of claims scored by your company.

• Rules Summary: A high-level overview of rule performance on your company’s scored claims.

• Rules Details: Line item listing of the rules triggered on your company’s scored claims.

By default, the Dashboard opens on the Claims Summary tab. The default filter is set to display claims scoring

activity for the last 30 days based on the Date Last Scored.

Toolbar buttons along the left side of the window provide the following functionality:

Icon Option Description

Filters The Filters feature contains settings used to focus the view based on the filters available for the currently selected tab. Common options include: Office Code, Date Ranges, and Line of Business filters.



Icon Option Description

Bookmarks This time saving option allows you to save commonly used filter settings, so the same settings can easily be applied in the future. Tips:

• Use the Dynamic Date filter when creating a bookmark instead of the date sliders.

• Your bookmarks are unique to you. No one else will see them. • For detailed information on how to use bookmarks refer to the

instructions starting on page 22.

Help The Help section contains general usage tips and a link to additional reference materials on the ISO ClaimSearch My Learning site.

Reset

This option returns to the current filters to the default settings except for the Dynamic filters. When Reset is applied, the currently selected Dynamic filter settings will be retained.

Each Dashboard page is divided into sections. The walls between the sections can be moved to change the dimensions of the sections. To move a wall, simply move your cursor over the desired wall until the cursor changes to a double headed arrow, then click and drag the wall to the new location. The other sections of the page will adjust in relation to the resized section.

Claims Summary Tab



The Claims Summary tab displays statistics and graphs based on the:

• Volume of Unique Claims Scored Per Line of Business

• Volume of Unique Claims Scored with in a Scoring Range

• Volume of Claims scored by Location of Loss State

By default, the volumes are calculated using the most recent versions of the claims scored in the last 30 days.

The date range and other settings can be changed using the Filters feature. To see the currently filter settings:

select the Filters button and expand the Applied Filters section.

Statistics across the top of the page provide additional summary metrics based on the currently applied filter

settings.

• The Latest Refresh Date field contains the date when the data used to calculate the underlying metrics

was updated. This date will normally be the current date less a day or two for processing.

• The Claims count is the total number of scored claims based on the currently selected filters.

• The Average ClaimDirector Score is calculated using the scores for the claims identified using the

currently selected filters.



Claims Summary Tab Setting Filters

The Claims Summary tab offers multiple filter options. These filters control the results displayed on the Claims

Summary and Claims Details tabs.

Filter Description

Dynamic Filter Section Score Type This filter defaults to Last Date Scored but has the option to change the setting to

Initial Date Scored.

• Last Date Scored: This date represents the most recent date a claim was

scored. A claim can be scored multiple times throughout the life of the

claim when new information is added to the claim. The Last Date Scored

may change.

• Initial Date Scored: The first time a claim scores is when the claim is

counted towards your organization’s scoring volume. A claim’s Initial

Scored Date will never change. Use the Initial Scored Date Filter to

monitor the volume of unique claims your organization has scored.

Scoring Date Range Scoring Date Range in the Dynamic Filter option provides a set of commonly used

date range parameters. This makes it easy to select a range without having to

select exact calendar dates. The dates are calculating automatically based on the

selected option:

• Latest Day

• Latest 7 Days

• Latest 30 Days (Default)

• Prior Month

• Last 90 Days

• Year to Date

• All History

If you have a need to specify exact calendar dates, then use the Dates section of

the Filters feature.

Tip: Be sure to use Dynamic Date filters when saving settings using the Bookmarks

feature.

Company Section Company This filter defaults to your current company name followed by the company

number.



Filter Description

Reporting Office Reporting offices lists the available offices based on the selected company or

companies.

Use Ctrl-Click to select multiple values or Shift-Click to select a range of values

Date Section Initial Date Scored The first time a claim scores is when it gets counted towards your organizations

scoring volume. A claim’s Initial Scored Date will never change. Use the Initial

Scored Date Filter to monitor the volume of unique claims your organization has

scored.

Use the date slider to change the date range or use the calendar icons to select

specific dates.

Note: Date ranges entered in this field override the date range setting selected in

the Dynamic date filter.

Last Date Scored This date represents the most recent date a claim was scored. A claim can be

scored throughout the life of the claim when new information is added to the

claim. The Last Date Scored may change.


specific dates.

Note: Date ranges entered in this field override the date range setting selected in

the Dynamic date filter.

Date of Loss Date of Loss is based on the date the loss occurred.

The selection of other date filters may impact what dates are available from the

Date of Loss Range filter.


specific dates.

Claim Section ISO File Number The unique number assigned by ISO to a claim submitted to ISO ClaimSearch.

Claim Number The Claim Number assigned by the carrier.

ClaimDirector Lines of

Business

ClaimDirector Lines of Business option lists all the lines of business that have

scored claims for your organization. There is a checkbox for all possible values.

The default will display all lines of business. Checkboxes that are greyed out

indicate that your company has not scored any claims under that line of business



Filter Description

or no scored claims fall within those lines of business based on the current filter

settings.

• APD –Auto Property Damage

• CAL – Commercial Auto Liability

• GL – General Liability

• HO – Homeowners

• PAC – Personal Auto Combined

• PAL – Personal Auto Liability

• WC – Workers’ Compensation

Score Range The score ranges are broken out into 100-point increments.

Location of Loss State The state where the claim loss occurred.

Applied Filters The Applied Filters section contains a listing of the currently configured filter fields and the values.

• If a Dynamic Date filter was selected, the actual calendar dates for that date range will display.

• Fields are denoted with the prefix Claim or Rule depending on what type of data is filtered.

• Some filter settings are not applicable to the currently selected tab and are ignored.

• If the Applied Filters option is selected while the current filters are processing, the previous filter

setting will appear. Wait to select the Applied Filter option until all visuals have completed updating.

Claim Summary Tab - Marking Feature

The Claim Summary charts are interactive. To examine subsets of the current display, click on the desired item

in the chart to mark the item. The display will redraw to highlight the current item selected and the other items

will be greyed out. For example, if you wanted to see the scoring distribution for the claims in the Home Owners

line of business, simply click on the Home Owners bar in the Volume by Line of Business chart. The other lines of

business in the chart will be grayed out, the Volume within Scoring Range chart will redraw to represent only the

Home Owners claims and the Claim Scoring Volume by Loss State Map will redraw to show Home Owners claims

by state.



Display before Marking Homeowners Bar

Display after Marking Homeowners Bar

To select multiple items in a bar chart, hold down the left mouse button and drag a box around the bars in the

chart. Don’t worry if the entire bar is not in the box because the box only needs to touch a bar to be selected for

marking.

Additional Marking Techniques

• In the map, click on the desired state to mark that state.

• To mark non-adjacent bars, hold down the CTRL key and click on the desired bars.

• To clear marked items, click in an unmarked section of the chart were the item(s) were marked.

• Mark filters can be stored as part of the Bookmark feature, but the mark settings do not appear in the Applied Filters section.



Claims Summary Tab – Analysis Insights

The Claims Summary tab provides the ability to analyze scoring activity from different perspectives. The

samples below illustrate the business intelligence that can be gleaned from the Claims Summary tab displaying

sample scored claims for the last 30 days.

• Looking at the Volume Per Line of Business, notice that most of the claim scores for this period occurred

in the Auto Physical Damage and Personal Auto lines of business. Are there opportunities to increase

the number of claims submitted for scoring in other lines of business?

• Looking at the Volume within Scoring Ranges, there appears to be a reasonable distribution of claims in

the higher scoring ranges. However, the highest scoring range 901-999 has a significantly larger number

of claims than the other higher scoring ranges. This could be an indicator that some of the rule settings

may need to be adjusted.

• Looking at the Claims Scoring Volume by Loss State, the darker shaded states indicate that most of the

scored claims had loss locations in Michigan as indicated by the dark blue shading on the state map. By

changing the Score Range threshold to 801-900 and 901-999, you could identify that the more

suspicious activity is occurring in CA and TX. This insight could help determine where to allocated SIU

resources.



Claims Details Tab

The Claims Details tab contains a cumulative listing of the ISO File Number records used to generate the sections

of the Claims Summary tab.

• The listing is based on the most recently applied filters on the Claims Details Tab.

• By default, the Filters section contains the filter settings from the Claims Summary tab. You can change

these settings to further filter the Claims Details listing. Changes made to Claims Details filters will be

reflected in the filters on the Claims Summary Tab.

• Click on the column headings to sort the table.

• To sort multiple columns, use the CNTRL-SHIFT key combination to select the first column to be the

primary sort and then, while still holding the CNTRL-SHIFT key combination, select the next column to be

the secondary sort. Continue to select columns as needed.

• Use the scroll bar at the bottom of the tab to see all the columns.

• Clicking on the ISO File Number hyperlink will open the selected claim in the Visual ClaimDirector

display.

• To temporarily reorder columns; click on a column, hold down the left mouse button and drag the

column to a new location.



• To download the table, click the right mouse button and select an export option. (Additional

information regarding export options is provided on page 22.)

Rules Summary Tab

This tab provides an overview of the rules that fired for your organization. Statistics across the top of the page

provide additional rule metrics based on the currently applied filter settings.

• The Claims count is the total number of scored claims based on the currently selected filters.

• The Rules Fired indicates the total number of individual rules that fired based on the currently selected

filters.

• The Times Fired count represents the number of times the most active rule fired based on the currently

selected filters. The Rule Description is listed above the count.

Keep in mind that rules are applied at the claim and involved party levels. At the involved party level, the same

rule may have applied to multiple parties within the loss and will be counted for each of these involved parties.



For example; if two involved parties on the same claim trigger rule #488, then the count for that rule on this

claim will be 2.

Rules Summary Filters

The filters section on this tab is independent of the Claims Details and Claims Summary tabs and has different

filter options relative to Rule activity.

Filter Description

Dynamic Filter Section Score Type This Rules tab is limited to the Last Date Scored. This date represents the most

recent date a claim was scored. A claim can be scored throughout the life of the

claim when new information is added to the claim. The Last Date Scored may

change.

Scoring Date Range Scoring Date Range in the Dynamic Filter option provides a set of commonly used

date range parameters. This makes it easy to select a range without having to

select exact calendar settings. The dates are calculating automatically based on

the selected option:

• Latest Day

• Latest 7 Days

• Latest 30 Days (Default)

• Prior Month

• Last 90 Days

• Year to Date

• All History

If you have a need to specify exact calendar dates, then use the Dates section of

the Filters feature.

Tip: Be sure to use Dynamic filters when saving filter settings using the Bookmarks

feature.

Company Company This will default to your current company name followed by the company number.

Reporting Office Reporting offices lists the available offices based on the selected company or

companies. Use Ctrl-Click to select multiple values or Shift-Click to select a range of

values.

Date



Filter Description

Last Date Scored This date represents the most recent date a claim was scored. A claim can be

scored throughout the life of the claim when new information is added to the

claim. The Last Date Scored may change.

The date range will default to show the range of loss dates for the available claims

scored by your organization in the last 30 Days.


specific dates.

Date of Loss Date of Loss Range is based on the loss date of the scored claims.


specific dates.

Rule ISO File Number The unique number assigned by ISO to a claim submitted to ISO ClaimSearch.

ClaimDirector Lines of

Business

ClaimDirector Lines of Business option lists all the lines of business that have

scored claims for your organization. There is a checkbox for all possible values.

The default will display all lines of business. Checkboxes that are greyed out

indicate that your company has not scored any claims under that line of business

or no scored claims fall within those lines of business based on the current filter

settings.

• APD –Auto Property Damage

• CAL – Commercial Auto Liability

• GL – General Liability

• HO – Homeowners

• PAC – Personal Auto Combined

• PAL – Personal Auto Liability

• WC – Workers’ Compensation

Rule Description Rule Description contains options to filter base on descriptions including rule

numbers. The list is sorted in Rule Number order.

Use Ctrl-Click to select multiple values or Shift-Click to select a range of values.



Filter Description

Rule Category Rules have been grouped into categories based on subject areas for analysis

purposes. Possible categories include:

• Advisory Rules

• Auto Fire Rules

• Auto Theft Rules

• Category

• Coverage Rules

• Injury Rules

• NICB Rules

• Prev. SIU Rules

• Property Fire Rules

• Property Theft Rules

• SSN Rules

• VIN Rules

• Weather Rules

Use Ctrl-Click to select multiple values or Shift-Click to select a range of values.

Applied Filters The Applied Filters section contains a listing of the currently configured filter fields and the values selected.

• If a Dynamic Date filter was selected, the actual calendar dates for that date range will display.

• Fields are denoted with the prefix Claim or Rule depending on what type of data is filtered.

• Some filter settings are not applicable to the currently selected tab and are ignored.

• If the Applied Filters option is selected while the current filters are processing, the previous filter

setting will appear. Wait to select the Applied Filter option until all visuals have completed updating.

Top 7 Rules Returned

The pie chart shows the top 7 rules that fired based upon the current filter settings. This provides a picture of

the most active rules. What you would be looking for is any rules that are triggered with more frequency than

expected. In which case, these rule thresholds may need to be adjusted. The percentages in the chart are

calculated by comparing only the Top 7 Rules to each other. (Note: More than 7 rules can appear in the chart

when the rules have the same count.)

Rules Summary by Year

The table at the bottom of the tab contains a list of all the rules that fired with a break down by year. The table

can also be used to see trends of rules firing over time. Use the scroll bar at the bottom of the window to scroll

over to see the years.

Like the Top 7 Rules Returned chart, use this table to look for additional rules that fire more often than expected

or to look for rule you feel should fire more often so you can consider making the appropriate threshold changes

in the Customizer.



Sorting the Rules Listing

By default, the Rules listing will be sorted in ascending order by Rule Number. To see the most active rules listed

first, click on the Record Count column heading and then select the Sort Descending (Ignore Hierarchy)

button.

Rule Review and Tuning

The Rule Summary provides key insights into the performance of your current rule configurations and settings.

On a regular basis, review the record counts and percentages per rule by Line of Business to look for rules that

may be firing too often or not firing enough. These conditions may be indicators that the thresholds for these

rules need to be adjusted. Because each Line of Business has a separate set of rules, it is important to evaluate

Rule performance based on Line of Business. Use the Line of Business filter to focus on one Line of Business at a

time. If you identify a rule that needs adjustment, review the settings for the rule in the ClaimDirector

Customizer and make the appropriate adjustment(s).



Rules Summary Tab - Marking Feature

The Rules Summary pie chart and table are interactive. To examine subsets of the currently displayed pie chart,

click on the desired item in the pie chart to mark the item or the record count number in the table. The display

will redraw to highlight the current data selected and the other data items will be greyed out. To restore the

previous settings, click in a blank area of the chart or table. Similarly, you can mark rules in the table using the

CTRL-CLICK key combination. The Rules Detail tab contents will change to include only the data related to the

marked items. Marked settings can be saved as part of a bookmark but the marked settings are not listed when

viewing the Applied Filters section.

Rules Details Tab

The Rules Details tab contains the listing of data records used to calculate the results on the Rules Summary tab.

For each ISO file number, there is a separate record for each rule that fired in that ISO File Number. The same

rule number may appear multiple times on the same ISO File Number when the rule was applied to multiple

involved parties on the claim.

Table Navigation Tips:

• The Filters section on the left-hand side of the window contains the same filter settings as the Rules

Summary tab. You can use these settings to further filter the Rules Details listing. Changes made to

Rules Details filters will be reflected in the filters on the Rules Summary Tab.

• Click on the column headings to sort the table.



• To sort multiple columns, use the CNTRL-SHIFT key combination to select the first column to be the

primary sort and then select the next column to be the secondary sort. Continue to select columns as

needed.

• Use the scroll bar at the bottom of the tab to see all the columns.

• Clicking on the ISO file number hyperlink will open the selected claim in the Visual ClaimDirector display.

• To temporarily reorder columns; click on a column, hold down the left mouse button and drag the

column to a new location.

• To download the table, click the right mouse button and select the export option. (Additional

information regarding export options is provided on page 22.)



Rule Analysis Sample Scenarios

The Rule Summary and Rule Details tabs can be leveraged to conduct rule centric analysis techniques to isolate

sets of ISO File Numbers that exhibit specific fraud related scenarios. This section provides several examples of

filter settings that can be used to identify common scenarios. Understanding your book of business and the

available rules, you can leverage the filter settings to customize your analysis to meet your individual business

needs.

Subjective Auto Related Soft Tissue Injuries

Use the following filters to identify all ISO File Numbers that had subjective auto related soft tissue injuries:

• Dynamic Date Range - Last Date Scored = 30 Days

• ClaimDirector Lines of Business = APD, CAL, PAC and PAL

• Rule Category = Injury Rules

The results show the listing of injury related rules and their frequency for the selected time period. Save the

settings using the Bookmark feature so they can be easily applied next time you want to examine this type of

rule activity. To see a listing of the ISO File Number records representing these statistics, click on the Rules

Details tab.



Weather Related Claim Activity

Use the following filters to identify all ISO File Numbers for Homeowners claims identified has having subjective

weather-related losses:


• ClaimDirector Lines of Business = HO

• Rule Category = Weather Rules

Save the settings using the Bookmark feature so they can be easily applied next time you want to examine this type of rule activity. To see a listing of the ISO File Number records representing these statistics, click on the Rules Details tab.



Prior SIU and NICB Investigation Activity

Use the following filters to identify all ISO File Numbers for claims identified has having parties subject to Prior

SIU investigation and/or NICB activity.


• Rule Category = NICB Rules and Prev. SIU Rules (Use CTRL-CLICK to select multiple values.)

Save the settings using the Bookmark feature so they can be easily applied next time you want to examine this type of rule activity. To see a listing of the ISO File Number records representing these statistics, click on the Rules Details tab.



Early Policy Losses

Use the following filters to identify all ISO File Numbers for claims identified as having losses within 30 days of

the Policy Inception Date. Note: This assumes the carrier is populating the Policy Inception Date field with the

actual Policy Inception Date and not the Policy Renewal Date within the CS XML feed to ISO ClaimSearch.


• Rule Number = 80, 106, and 107 (Use CTRL-CLICK to select multiple values.)

Save the settings using the Bookmark feature so they can be easily applied next time you want to examine this

type of rule activity. To see a listing of the ISO File Number records representing these statistics, click on the

Rules Details tab.



Filter Bookmarks Bookmarks is a time saving feature that allows you to save commonly used filter settings, so the same settings

can easily be applied in the future. Your bookmarks are unique to you. No one else will see them.

To save a bookmark:

1. Configure your desired filter settings. Note: Use the dynamic date filter when creating a bookmark

instead of the date sliders unless you want the bookmark to save an exact calendar date range. Also,

if you have moved any walls to resize sections of the page, these changes will also be saved as part of

the bookmark.

2. Clicking on Bookmarks in the left side menu will open a menu on the right side.

3. Enter a name in the “New Bookmark Name” field and click the plus sign. If you do not enter a name,

the name will default to the tab title followed by a time stamp.

There are two ways to apply a previously saved bookmark:

• Double click on the desired bookmark.

• Or click the right mouse button on the desired bookmark and select the Apply option from the quick menu.

To rename a bookmark:

1. Select the bookmark to renamed.

2. Click the right mouse button and select the Rename option from the quick menu.

3. An edit box will appear. Type in the new bookmark name.

4. Select the Save button.



To update (or change) the filter settings for a saved bookmark:

1. Select the bookmark to update.

2. Select the Filters button and change the desired filter settings.

3. Click the right mouse button and select the Update option from the quick menu.

To delete a saved bookmark:

1. Select the bookmark to delete.

2. Click the right mouse button and select the Delete option from the quick menu.

Exporting Dashboard Graphs and Tables

All the charts and tables in the Dashboard can be downloaded. Simply place your mouse on the section of the

page you want to export, and then right mouse click. A menu of available export options will display.

For example, to download the list of rules:

1. Place your cursor on the table.

2. Click the right mouse button.

3. From the options that display, select Export Table.

4. A prompt will display asking to open or save the table.



Other export options include:

• Visualization to PDF

• Export visualization image

• Export table (without value formatting) To copy a cell value:

1. Place your cursor on the value to copy.

2. Click the right mouse button.

3. Select the Copy Cell Value option.

4. The value will appear in a pop-up window. Highlight the value.

5. Click the right mouse button and select the Copy option.

6. A copy of the field value is on your Clipboard availble to past into another document or application.

Customer Service We hope you find the guide useful and we look forward to hearing your feedback. If you have any questions or

comments, please contact us at [email protected] or call 800-888-4476.

mailto:[email protected]

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