The Insurance Service Level Agreement is a critical document used to establish and maintain clear performance standards and operational requirements between insurance service providers and their clients in the Netherlands. This agreement is particularly relevant when insurance companies outsource specific functions or engage third-party service providers for various insurance operations. The document ensures compliance with Dutch insurance regulations, including the Financial Supervision Act and Dutch Civil Code, while defining precise service levels, performance metrics, and operational procedures. It includes comprehensive provisions for data protection under GDPR, risk management, and regulatory reporting requirements. The agreement is essential for maintaining regulatory compliance, service quality, and operational efficiency in insurance service delivery relationships.
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1. Parties: Identification of the contracting parties, including regulatory status and licenses
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Defined terms used throughout the agreement
4. Scope of Services: Detailed description of insurance services to be provided
5. Service Levels: Specific performance metrics, KPIs, and measurement methods
6. Performance Monitoring: Procedures for monitoring and reporting on service levels
7. Operational Requirements: Day-to-day operational procedures and requirements
8. Compliance and Regulatory Requirements: Obligations under Dutch and EU insurance regulations
9. Data Protection and Security: GDPR compliance and data security requirements
10. Confidentiality: Protection of confidential information and trade secrets
11. Fees and Payment: Pricing, payment terms, and fee adjustment mechanisms
12. Liability and Indemnification: Risk allocation, liability caps, and indemnification provisions
13. Insurance Requirements: Required insurance coverage for service provider
14. Term and Termination: Duration, renewal, and termination provisions
15. Dispute Resolution: Procedures for resolving disputes under Dutch law
16. General Provisions: Standard boilerplate clauses required under Dutch law
1. International Services: Additional provisions for cross-border insurance services
2. Subcontractor Management: Requirements and obligations for managing subcontractors
3. Regulatory Reporting: Specific reporting requirements for regulated insurance activities
4. Business Continuity: Detailed business continuity and disaster recovery requirements
5. Transition Services: Provisions for service transition at contract end
6. Innovation and Continuous Improvement: Requirements for service improvement and technological innovation
7. Environmental, Social and Governance (ESG): ESG requirements and reporting obligations
1. Service Descriptions: Detailed specifications of each insurance service
2. Service Level Metrics: Detailed KPIs, measurement methods, and penalties
3. Pricing Schedule: Detailed fee structure and pricing mechanisms
4. Security Requirements: Technical and organizational security measures
5. Business Continuity Plan: Detailed procedures for business continuity
6. Regulatory Compliance Checklist: Specific regulatory requirements and compliance measures
7. Data Processing Agreement: GDPR-compliant data processing terms
8. Operational Procedures: Detailed operational processes and procedures
9. Contact Matrix: Key contacts and escalation procedures
10. Required Reports: Templates and specifications for required reporting
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