Insurance Claims Flow Sankey Diagram: Template
Map 1,000 monthly claims from claim type through fast-track, standard or investigation handling to the outcome: paid in full, partly paid, denied or withdrawn. Replace the counts.
An insurance claims Sankey sends every claim through the route it was handled by and shows how that route relates to the outcome. It makes the cost of the investigation route and the leakage in the standard route visible.
The example has three claim types, three handling routes and four outcomes. Fast-track takes half of the claims and pays almost all of them, while only a third of investigated claims are paid in full.
That is the kind of picture a claims team uses to ask whether the right claims are fast-tracked, and how many are still being investigated that would have been paid anyway. Counts are of claims, not of amounts paid, and the example says nothing about how any real insurer handles claims.
How to read this diagram
- Fast-track handles 500 of 1,000 claims, the standard route 380 and the investigation route 120.
- 92% of fast-tracked claims (460 of 500) are paid in full, against 33% of investigated ones (40 of 120).
- Investigation ends in a denial for 50 of 120 claims, which is half of all 100 denials.
- 750 claims in total are paid in full, 110 partly, 100 denied and 40 withdrawn.
The data behind it
Invented figures for illustration. Not data about any real organisation. Counts of claims, not amounts paid.
| From | To | Amount (claims) |
|---|---|---|
| Motor | Fast-track | 250 |
| Motor | Standard | 160 |
| Motor | Investigation | 40 |
| Home | Fast-track | 150 |
| Home | Standard | 150 |
| Home | Investigation | 50 |
| Travel | Fast-track | 100 |
| Travel | Standard | 70 |
| Travel | Investigation | 30 |
| Fast-track | Paid in full | 460 |
| Fast-track | Partly paid | 20 |
| Fast-track | Denied | 10 |
| Fast-track | Withdrawn | 10 |
| Standard | Paid in full | 250 |
| Standard | Partly paid | 70 |
| Standard | Denied | 40 |
| Standard | Withdrawn | 20 |
| Investigation | Paid in full | 40 |
| Investigation | Partly paid | 20 |
| Investigation | Denied | 50 |
| Investigation | Withdrawn | 10 |
The same data as CSV
source,target,value
Motor,Fast-track,250
Motor,Standard,160
Motor,Investigation,40
Home,Fast-track,150
Home,Standard,150
Home,Investigation,50
Travel,Fast-track,100
Travel,Standard,70
Travel,Investigation,30
Fast-track,Paid in full,460
Fast-track,Partly paid,20
Fast-track,Denied,10
Fast-track,Withdrawn,10
Standard,Paid in full,250
Standard,Partly paid,70
Standard,Denied,40
Standard,Withdrawn,20
Investigation,Paid in full,40
Investigation,Partly paid,20
Investigation,Denied,50
Investigation,Withdrawn,10How it works
List claims by type
Use the lines of business you report on, with the number of claims opened in the period.
Add the handling routes
Create a node for each route and a flow from every claim type into every route it was sent down.
Add the outcomes
Connect each route to every outcome it produced. Check that each route sends on exactly the claims it received.
Frequently asked questions
Can I show the amount paid instead of the number of claims?
Yes, in a second chart with euros as the unit. Keep the same nodes so the two charts can be read side by side.
Is this a model of how claims should be handled?
No. It only draws the counts you enter. It makes no claim about what a fair or efficient split would be.
Edit this claims flow Sankey
Open the example as your own chart and enter your claim counts by type, route and outcome.