Configure Process Insights for Connected Claims

What Process Insights provides for Connected Claims

This page explains how to leverage process insights for your claims management processes. It will explain how to add and configure processes with claims management data for use in process insights, as well as provide you with links to additional resources.

This page is intended for data stewards. Data stewards are responsible for selecting which record types to include in a process and configuring the claim and event data in the process, so that analysts can explore and uncover new insights to optimize the process.

Process insights and Connected Claims

Once you have your claims management app configured and claims workflow established, you can start setting up process insights for your business process.

Process insights is a part of Process HQ that lets you take advantage of low-code process mining and allows you to discover inefficiencies and bottlenecks in your business processes, saving you valuable time and resources.

A business process is a set of activities your organization performs as part of their business. For Connected Claims, this would be the workflows configured for all claim types. In process insights, we organize and curate information about a claims management workflow into a unit of data that can be analyzed to uncover actionable insights. We call this unit of data a process.

To learn more about what makes up a process, see What is a process.

Process configuration options

When configuring claims management processes in Process Insights, you can either:

• Add one process that provides you with insights for all claims and tasks in your Connected Claims solution
• Add separate processes for individual claim types that provides you with a more detailed look at specific processes.

If you want one process to see insights for all claims and tasks in one centralized place, you'll add a process using the Claims and Task record types that come out-of-the-box with Connected Claims.

If you want to uncover more actionable insights for specific claim types, you'll use the same record types and filter down to just the claim type you're interested in.

Before you begin

Before you begin adding your claims management data as a process in process insights, make sure that you have access to the Claims and Tasks record types for your process. To enable users to add and configure a process, you need to assign users from your claims management groups as data stewards to the out-of-the-box Claims and Tasks record types, as well as the Claim Type, Status, Priority, Task Behavior Type, and Task Response Option related record types.

Unlike with other record types, the data in the Claims and Tasks record types is prepped and ready to use out-of-the-box in process insights, with no need to do any additional data preparation.

Add one process for all claim types and tasks

Data stewards can follow the standard process to add the claims management process for analysis in process insights.

When adding a process, select the following claims management record types for your claim and event record types:

1. In the Select a Claim Record Type step, select the Claims record type that came out-of-the-box with Connected Claims.
2. In the Select an Event History Record Type step, select the Tasks record type that came out-of-the-box with Connected Claims.

Configure process data

Configuring data for the claims management process data consists of selecting and renaming record fields to use as attributes in a process and mapping those fields to the appropriate attribute types. To configure process data, data stewards should follow the standard steps while referencing the suggested field information below.

While configuring the process data, we recommend selecting the following fields, using the suggested field mappings, and renaming any duplicate field names to be unique. Data stewards can also optionally select and include other record fields depending on the use case and requirements.

Map Claim record type fields

Select and map the following fields from the Claims record type, as well as the Claim type, Status, and Priority related record types. To include a record field from a related record type, select the field from the list of record fields and custom attributes on the left of the Configure Claim Data list.

Record field name	Source	Field type	Field mapping
Claim Id	Claims record type	Integer	ID
Friendly Id	Claims record type	Text	Categorical Attribute
Title	Claims record type	Text	Descriptive Attribute
Loss Description	Claims record type	Text	Descriptive Attribute
Due On	Claims record type	Date and time	Descriptive Attribute
CompletedOn	Claims record type	Date and time	Descriptive Attribute
Created By	Claims record type	User	Categorical Attribute
Created On	Claims record type	Date and time	Descriptive Attribute
Number Of User Assignees	Claims record type	Integer	Numeric Attribute
Number Of Group Assignees	Claims record type	Integer	Numeric Attribute
Duration Days	Claims record type	Integer	Numeric Attribute
Is Overdue	Claims record type	Boolean	Categorical Attribute
Claim Type Name	Claim type record type	Text	Categorical Attribute
Status Label	Status record type	Text	Categorical Attribute
Priority Name	Priority record type	Text	Categorical Attribute

For a better analysis experience, you can optionally create a new Groups based on Range custom attribute to group together some of the attributes with numeric field mappings to categorize a range of values. To learn more about creating custom attributes, check out the Custom Attributes page.

Map Event History record type fields

Select and map the following fields from the Tasks record type, as well as the Status, Task Behavior Type, and Task Response Option related record types. To include a record field from a related record type, select the field from the list of record fields and custom attributes on the left of the Configure Event Data list.

Record field name	Source	Field type	Field mapping
Claim Id	Tasks record type	Integer	Claim ID
title	Tasks record type	Text	Activity
Available On	Tasks record type	Date and time	Start
Due On	Tasks record type	Date and time	Descriptive Attribute
SLA Days	Tasks record type	Integer	Numeric Attribute
Task Cost	Tasks record type	Integer	Numeric Attribute
Completed By	Tasks record type	User	Event User
Completed On	Tasks record type	Date and time	End
Is Ad Hoc	Tasks record type	Boolean	Categorical Attribute
Is Completed	Tasks record type	Boolean	Categorical Attribute
Status Label	Status record type	Text	Categorical Attribute
Label	Task Behavior Type record type	Text	Categorical Attribute
Is Automated	Tasks Behavior Type record type	Boolean	Categorical Attribute
Label	Task Response Option record type	Text	Categorical Attribute

Rename duplicate fields

To help make the process data and insights understandable at a glance, it is important for either data stewards or analysts to provide helpful and unique names for each field.

Because of the way that some fields in the Claims and Tasks record types are named, there are duplicate field names that data stewards will need to edit before continuing. These fields should have unique names that help users to easily understand the purpose of the field.

For example, you could rename the multiple Label fields to describe what they are labeling, such as:

• Priority label
• Task behavior type label
• Task response option label

Once a data steward has finished adding the process, analysts can use the Rename Attributes option to ensure the names are clear and meaningful for business users. Check out the Add Process page, to learn more about renaming attributes.

Configure process properties and security

Data stewards can follow the standard steps to:

• Configure process properties.
• Schedule process updates.
• Configure process security using the users and groups from your out-of-the-box or custom Connected Claims groups to assign permissions for the process to business users.

Next steps

Once a data steward has added and configured your claims management data as a process, analysts and other business users can start exploring the process and drilling down to insights that will help your organization optimize and improve the process.

Process insights provides a number of default key performance indicators (KPIs) to help you measure the success of your process. You can also create custom KPIs to track the indicators most relevant to your business.

Add a process for a claim type

If you want a more detailed look at specific processes and get the most out of process insights and Connected Claims, you can also report on individual claim types. To do this, we recommend that you create a process for each claim type.

To add a process for a claim type, you'll first need to create bi-directional relationships between some of the record types used by your Connected Claims. Bi-directional relationships are record type relationships on both sides of related record types that make it easier for process insights to find information. The record types that came out-of-the-box with Connected Claims or were generated for you by the Control Panel already have relationships set up to go one way, so you simply need to set up relationships going the opposite way.

For example, there's already a relationship set up between the All Claims record type and the Claim record type, so to create a bi-directional relationship all you would need to do is add a relationship going back the other way—from the Claim record type to the All Claims record type.

To add a process for a claim type, you'll first need to create bi-directional relationships between four key record types. Below is a table showing the existing relationships between the record types, the relationships that you'll need to add, and which record type to add the relationship on.

Existing relationship	New relationship to create	Where to add the relationship
Claim Type record type to Category record type	Category record type to Claim Type record type	Add to the Category record type
Category record type to All Claims record type	All Claims record type to Category record type	Add to All Claims record type
All Claims record type to Claim record type	Claim record type to All Claims record type	Add to the Claim record type.

Add bi-directional relationships

To create bi-directional relationships in support of adding a process for a claim type:

1. Open one of the record types listed above.
2. In the RELATIONSHIPS section on the Data Model page, click ADD RELATIONSHIP.
3. Select one of the record types above to relate to this record type.
4. Click NEXT.
5. For Relationship Type, select One to One.
6. Select the common record fields for the relationship. We recommend selecting primary key ID fields as common fields, like categoryId, allclaimsdataId, and claimId.
7. In the Write and Delete Related Records field, keep the default option selected: Do not write or delete <record type name 2> when modifying <record type name 1>.
8. Click ADD, then SAVE.
9. Follow these same steps to set up the rest of the necessary relationships for your record types.

To learn more about record type relationships, see our page on Adding record type relationships.

Note that you will need to set up the relationship between the All Claims record type and the relevant category record type for each claim type you want to report on.

Add a process

After you set up your additional relationships, you can follow the steps to add a process for a claim type to add a process for each claim type you want. The only change in these steps is while configuring your claim data using the standard steps to add a process.

Follow the instructions in step 3 of the Configure process data section on the Add Process page with these modifications:

1. Click FILTER DATA and Add Filter.
2. For Field, select the Claim Type ID field.
3. For Operator, select Equals.
4. For Value, enter the claim type ID for the claim type you want to create a process for.

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