SmartMoving automatically tracks several Key Performance Indicators (KPIs) to help you measure the volume, cost, and efficiency of your claims process.
These metrics provide insight into how often claims occur, how much they cost your business, and how effectively your team manages them.
All KPIs reset each January and reflect data for the current calendar year.
Where to View Claims KPIs
You can view and analyze claims performance data in several ways:
Claims Page: See live data on claim frequency, payouts, and valuation balances.
Smart Insights Module:
Use the All Reports tab to download the Claims Management Report.
If your company has the Smart Insights add-on, you can also create a custom Insight to track claims trends over time.
Claims KPIs Explained
KPI | Description | Formula |
Claims Ratio | The percentage of completed opportunities that result in a customer claim. | (Total Claims ÷ Total Opportunities) × 100 |
Loss Ratio | The total dollar amount paid out in claims divided by your annual insurance premium. | (Claims Paid Out ÷ Annual Insurance Premium) × 100 |
Valuation Balance | The difference between the total valuation coverage sold and the total settlement amount paid out in claims. | Valuation Sold – Settlements Paid |
Claims Paid YTD | The total dollar amount paid out from all claims during the current year. | Sum of all settlements marked Paid |
💡 Tip: You can configure your company’s annual insurance premium under Settings > Claims > General Settings to ensure accurate loss ratio reporting.
Using KPI Data Effectively
Use KPIs to identify:
Claim trends: e.g., increase in damage claims after certain move types
Profitability impacts: e.g., when payouts exceed valuation collected
Operational bottlenecks: e.g., high open-claim ratio or long resolution times
Training needs: e.g., recurring claims linked to the same crew or process
Example Use Cases
A Claims Ratio above 10% may indicate service quality issues or improper handling.
A rising Loss Ratio could suggest you need to adjust valuation pricing or reduce settlement amounts.
Monitoring Valuation Balance helps ensure valuation sales offset potential claims payouts.
Best Practices
✅ Review KPIs monthly with your operations or quality team.
✅ Update your annual insurance premium each January for accuracy.
✅ Use Claim Statuses to track workflow progress and identify delays.
✅ Combine KPI data with claim notes and tasks for full visibility.
✅ Export or screenshot dashboard data for quarterly management reviews.
Next Steps
Continue to the next article to learn how to integrate claim tasks, reminders, and communication templates: