An Insurance Service Level Agreement is essential for organizations operating in Singapore's regulated insurance sector. This document establishes the framework for insurance service delivery, incorporating requirements from the Insurance Act, MAS guidelines, and PDPA. It's particularly crucial when establishing or maintaining insurance relationships that require specific performance metrics, compliance standards, and service quality measurements. The agreement helps ensure regulatory compliance while protecting both service providers and recipients in Singapore's complex insurance landscape.
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1. Parties: Identification of the insurer and service recipient
2. Background: Context of the agreement and relationship between parties
3. Definitions: Key terms used throughout the agreement including regulatory references to Insurance Act, MAS Guidelines, and PDPA
4. Service Descriptions: Detailed outline of insurance services covered and compliance with Insurance Act requirements
5. Service Levels: Performance metrics and standards in accordance with MAS Guidelines
6. Reporting Requirements: Regular reporting obligations and formats as required by MAS Notice 124
7. Data Protection: PDPA compliance measures and data security requirements
8. Term and Termination: Duration and termination provisions including regulatory notification requirements
1. Business Continuity: Required for critical insurance services, addressing MAS Business Continuity Management Guidelines
2. Technology Requirements: IT infrastructure specifications and compliance with MAS Technology Risk Management Guidelines
3. Cross-Border Provisions: International service delivery requirements and compliance with cross-border regulations
1. Schedule 1 - Service Level Metrics: Detailed performance indicators and measurement methods
2. Schedule 2 - Pricing Schedule: Fee structure and payment terms
3. Schedule 3 - Reporting Templates: Standard formats for regular reporting as required by MAS
4. Schedule 4 - Contact Matrix: Key personnel and escalation procedures
5. Schedule 5 - Data Processing Agreement: Detailed data handling procedures and PDPA compliance requirements
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