The Insurance SLA is designed for use in the Austrian market where corporate clients require both insurance coverage and guaranteed service levels from their insurance providers. This document becomes necessary when organizations need to formalize not just the insurance coverage but also the quality and timeliness of insurance-related services. It combines elements of traditional insurance policies with detailed service level commitments, making it particularly relevant for complex corporate insurance arrangements. The agreement must comply with Austrian insurance regulations, including the Insurance Contract Act (VersVG) and Insurance Supervision Act (VAG), while incorporating specific performance metrics, reporting requirements, and service standards. This template is typically used in situations where the insurance provider's service delivery is as critical as the insurance coverage itself, such as in cases involving claims processing efficiency, response times, and regular reporting commitments.
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1. Parties: Identification of the insurance provider and the insured party/service recipient
2. Background: Context of the agreement including the nature of services and insurance coverage being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and insurance-specific terminology
4. Scope of Services: Detailed description of insurance coverage and associated services being provided
5. Service Level Requirements: Specific performance metrics, response times, and service standards
6. Insurance Coverage Details: Specific insurance terms, coverage limits, and exclusions
7. Performance Monitoring: Methods and procedures for monitoring service level compliance
8. Reporting Requirements: Regular reporting obligations and documentation requirements
9. Claims Process: Procedures for submitting and handling insurance claims
10. Fees and Premium Structure: Payment terms, premium calculations, and fee adjustments
11. Term and Termination: Duration of agreement and termination provisions
12. Data Protection and Confidentiality: GDPR compliance and confidentiality obligations
13. Dispute Resolution: Procedures for handling disputes under Austrian law
14. General Provisions: Standard legal provisions including governing law and notices
1. Business Continuity: Include when service requires specific disaster recovery and business continuity measures
2. Compliance with Industry Standards: Include when specific insurance or industry standards must be met
3. Third-Party Service Providers: Include when subcontractors or third-party service providers are involved
4. Special Risk Provisions: Include for specific high-risk or unusual coverage requirements
5. International Coverage: Include when insurance coverage extends beyond Austria
6. Digital Services: Include when online platforms or digital services are part of the coverage
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level requirements and measurement criteria
2. Schedule 2 - Premium Calculation: Detailed breakdown of premium calculations and adjustment mechanisms
3. Schedule 3 - Claims Procedures: Step-by-step procedures for claims submission and processing
4. Schedule 4 - Reporting Templates: Standard formats for required regular reporting
5. Schedule 5 - Contact Details: Key contacts and escalation procedures
6. Appendix A - Technical Requirements: Technical specifications for service delivery and monitoring
7. Appendix B - Coverage Exclusions: Detailed list of exclusions and limitations to coverage
Relevant legal definitions
Clauses
Relevant Industries
Financial Services
Healthcare
Manufacturing
Technology
Transportation
Energy
Retail
Professional Services
Construction
Telecommunications
Relevant Teams
Legal
Risk Management
Finance
Operations
Compliance
Insurance
Claims Processing
Customer Service
Contract Administration
Business Continuity
Relevant Roles
Risk Manager
Insurance Manager
Chief Financial Officer
Legal Counsel
Compliance Officer
Operations Director
Service Delivery Manager
Contract Manager
Claims Manager
Account Executive
Insurance Underwriter
Business Continuity Manager
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