Visualized ClaimDirector℠ User Guide Business Intelligence Dashboard Overview
June 14, 2019
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NOTICE: © ISO Services, Inc. 2019. This Document includes proprietary trade secrets and confidential information of ISO. ISO
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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
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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.
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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.
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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
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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.
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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.
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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.
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.
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.
Use the date slider to change the date range or use the calendar icons to select
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
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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.
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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.
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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.
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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.
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• 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.
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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
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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.
Use the date slider to change the date range or use the calendar icons to select
specific dates.
Date of Loss Date of Loss Range is based on the loss date of the scored claims.
Use the date slider to change the date range or use the calendar icons to select
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.
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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.
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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).
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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.
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• 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.)
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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.
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Weather Related Claim Activity
Use the following filters to identify all ISO File Numbers for Homeowners claims identified has having subjective
weather-related losses:
• Dynamic Date Range - Last Date Scored = 30 Days
• 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.
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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.
• Dynamic Date Range - Last Date Scored = 30 Days
• 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.
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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.
• Dynamic Date Range - Last Date Scored = 30 Days
• 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.
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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.
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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.
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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.
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