The Insurance Service Level Agreement serves as a crucial document in the Indonesian insurance industry, establishing the framework for service delivery and performance standards between insurance providers and their corporate clients. This agreement becomes necessary when organizations require formal commitments regarding insurance service quality, response times, and operational procedures. It addresses key aspects such as claims processing, customer service standards, reporting requirements, and compliance with OJK regulations. The document is particularly important in the Indonesian context where insurance services must align with specific regulatory requirements under Law No. 40 of 2014 on Insurance and related OJK regulations. It provides clarity on service expectations, measurement criteria, and remedies while ensuring compliance with local insurance laws and regulations.
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1. Parties: Identification of the insurance provider and the client organization, including their legal status and registration details
2. Background: Context of the agreement, relationship between parties, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, insurance-specific terminology, and SLA metrics
4. Scope of Services: Detailed description of insurance services covered and associated service requirements
5. Service Level Requirements: Specific performance metrics, response times, and service quality standards
6. Insurance Coverage Details: Specific insurance products, coverage limits, and exclusions
7. Reporting and Monitoring: Requirements for service level monitoring, reporting frequency, and performance review meetings
8. Compliance Requirements: Compliance with OJK regulations and other applicable Indonesian insurance laws
9. Data Protection and Confidentiality: Requirements for handling confidential information and customer data
10. Business Continuity and Disaster Recovery: Procedures for ensuring service continuity during disruptions
11. Payment Terms: Premium payment details, fees, and payment schedules
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Dispute Resolution: Procedures for handling disputes under Indonesian law
14. General Provisions: Standard legal provisions including notices, amendments, and governing law
1. Digital Services: Required when insurance services include digital platforms or online services
2. Claims Processing SLA: Detailed section needed for agreements focusing on claims processing services
3. Broker/Agent Services: Required when intermediary services are part of the agreement
4. Multi-currency Provisions: Needed for international insurance coverage or multi-currency premium payments
5. Reinsurance Arrangements: Required when reinsurance details need to be disclosed to the client
6. Regulatory Reporting: Additional section for agreements requiring specific regulatory reporting obligations
7. Service Credits: Optional mechanism for compensation in case of service level breaches
1. Schedule A - Service Level Metrics: Detailed metrics, KPIs, and performance measurement criteria
2. Schedule B - Premium Calculation: Detailed breakdown of premium calculations and adjustment mechanisms
3. Schedule C - Claims Procedures: Step-by-step procedures for claims processing and requirements
4. Schedule D - Reporting Templates: Standard formats for various reports required under the agreement
5. Schedule E - Contact Details: Key personnel and escalation matrix for both parties
6. Appendix 1 - Technical Requirements: Technical specifications for systems integration or digital services
7. Appendix 2 - Business Continuity Plan: Detailed procedures for business continuity and disaster recovery
8. Appendix 3 - Compliance Checklist: Checklist of regulatory requirements and compliance measures
Relevant legal definitions
Clauses
Relevant Industries
Financial Services
Insurance
Banking
Healthcare
Manufacturing
Logistics
Technology
Retail
Real Estate
Construction
Energy
Transportation
Relevant Teams
Legal
Risk Management
Compliance
Operations
Finance
Procurement
Insurance
Claims Processing
Customer Service
Quality Assurance
Business Continuity
Corporate Governance
Relevant Roles
Chief Risk Officer
Insurance Manager
Compliance Officer
Legal Counsel
Operations Director
Risk Manager
Contract Manager
Chief Financial Officer
Insurance Broker
Claims Manager
Service Delivery Manager
Quality Assurance Manager
Procurement Manager
Business Continuity Manager
Corporate Secretary
General Counsel
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