The Insurance Service Level Agreement serves as a critical framework for establishing and maintaining quality standards in insurance service delivery. This document is essential when an insurance provider needs to commit to specific performance levels, response times, and service quality metrics. Used throughout the United States and subject to both federal and state insurance regulations, it defines key performance indicators, reporting requirements, and remediation processes. The agreement typically includes service credits for performance failures and compliance requirements specific to the insurance industry.
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1. Parties: Identification of the insurance provider and service recipient
2. Background: Context of the agreement and relationship between parties
3. Definitions: Key terms used throughout the agreement
4. Service Levels: Detailed performance metrics and standards
5. Measurement and Reporting: How service levels will be measured and reported
6. Service Credits: Compensation mechanism for service level failures
7. Governance: Management and oversight of the agreement
1. HIPAA Compliance: Required when handling protected health information in health insurance services
2. Data Protection: State-specific data protection requirements when handling personal data in specific states
3. Disaster Recovery: Procedures for service continuity during disasters, used for critical insurance services
1. Schedule 1 - Service Level Metrics: Detailed performance indicators and targets
2. Schedule 2 - Service Credit Calculation: Formula and methodology for calculating service credits
3. Schedule 3 - Reporting Templates: Standard formats for service level reporting
4. Schedule 4 - Escalation Matrix: Contact details and procedures for issue escalation
5. Schedule 5 - Compliance Certificates: Required regulatory and insurance certifications
Relevant legal definitions
Agreement
Applicable Law
Business Day
Confidential Information
Contract Year
Critical Service Level
Customer Data
Effective Date
Force Majeure Event
Insurance Services
Key Performance Indicators (KPIs)
Measurement Period
Performance Credits
Performance Reports
Regulatory Requirements
Service Credits
Service Level Failure
Service Level Metrics
Service Level Objectives (SLOs)
Service Level Requirements
Service Provider
Service Recipient
Service Recovery Plan
Service Window
Support Hours
Support Services
Term
Third-Party Administrator
Response Time
Resolution Time
Underwriting Guidelines
Working Hours
Applicable Law
Business Day
Confidential Information
Contract Year
Critical Service Level
Customer Data
Effective Date
Force Majeure Event
Insurance Services
Key Performance Indicators (KPIs)
Measurement Period
Performance Credits
Performance Reports
Regulatory Requirements
Service Credits
Service Level Failure
Service Level Metrics
Service Level Objectives (SLOs)
Service Level Requirements
Service Provider
Service Recipient
Service Recovery Plan
Service Window
Support Hours
Support Services
Term
Third-Party Administrator
Response Time
Resolution Time
Underwriting Guidelines
Working Hours
Clauses
Service Level Requirements
Performance Measurement
Service Credits
Reporting Obligations
Governance
Data Protection
Confidentiality
Regulatory Compliance
Insurance Coverage
Service Availability
Response Times
Resolution Times
Claims Processing
Customer Support
Quality Standards
Business Continuity
Disaster Recovery
Force Majeure
Termination
Dispute Resolution
Liability
Indemnification
Audit Rights
Change Management
Subcontracting
Assignment
Notice Requirements
Amendments
Entire Agreement
Severability
Governing Law
Jurisdiction
Service Provider Warranties
Security Requirements
Incident Management
Escalation Procedures
Performance Measurement
Service Credits
Reporting Obligations
Governance
Data Protection
Confidentiality
Regulatory Compliance
Insurance Coverage
Service Availability
Response Times
Resolution Times
Claims Processing
Customer Support
Quality Standards
Business Continuity
Disaster Recovery
Force Majeure
Termination
Dispute Resolution
Liability
Indemnification
Audit Rights
Change Management
Subcontracting
Assignment
Notice Requirements
Amendments
Entire Agreement
Severability
Governing Law
Jurisdiction
Service Provider Warranties
Security Requirements
Incident Management
Escalation Procedures
Relevant Industries
Relevant Teams
Relevant Roles
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