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Service Level Agreements

Carrier SLA Tracking That Prevents Breaches Before They Happen

Every carrier SLA monitored. Every deadline visible. Every breach prevented.

Carrier SLA compliance is what determines whether your contracts get renewed. ECode Pro tracks every service level agreement you have with every carrier client — contact timelines, resolution targets, and file completeness standards — and alerts your team before a breach occurs, not after.

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Service Level Agreements — How It Works
1
SLA rules configured per carrier with independent timelines and thresholds
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Real-time monitoring shows every claim approaching an SLA threshold
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Alerts fire before breach — not after — giving the team time to act
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SLA performance reports generated per carrier on demand
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Renewal conversations backed by objective, documented performance data
The Problem

Carrier SLA Compliance Is Being Tracked Manually — Which Means Breaches Are Discovered After the Monthly Report

SLA timelines managed in spreadsheets or not tracked systematically at all
SLA breaches discovered in the monthly carrier report after the damage is done
No real-time visibility into which claims are approaching SLA thresholds
Different SLA standards per carrier managed through informal process
Renewal conversations happen without objective SLA performance data
The ECode Pro Solution

What ECode Pro Does Instead

SLA rules configured per carrier with independent timelines and thresholds
Real-time monitoring shows every claim approaching an SLA threshold
Alerts fire before breach — not after — giving the team time to act
SLA performance reports generated per carrier on demand
Renewal conversations backed by objective, documented performance data
Feature Details

Everything Included

Carrier-Specific SLA Configuration

Every carrier you serve can have its own SLA configuration — different contact timelines, different resolution targets, different file completeness standards. Configurations are independent and maintained separately.

Real-Time SLA Dashboard

The SLA dashboard shows every open claim with its current SLA status — compliant, approaching threshold, or breached. Color-coded indicators make priority claims immediately visible.

Pre-Breach Alerts

Configurable alerts fire when a claim reaches a defined percentage of its SLA timeline — typically at 75% and 90% of elapsed time. Alerts go to the adjuster and supervisor with enough lead time to act.

SLA Performance Reports

Carrier SLA compliance rates by time period, claim type, and adjuster are available as on-demand reports in formats accepted by most carrier audit teams.

SLA Breach Documentation

When an SLA is breached, the breach is documented automatically with the claim details, timeline, and reason code. Breach documentation is available for carrier review and dispute resolution.

SLA Trend Analysis

Track SLA compliance trends over time. Identify whether specific claim types, adjusters, or time periods correlate with SLA performance issues.

Our biggest carrier client renewed our contract for three years specifically because we could show them SLA compliance data going back 24 months. They had never seen that level of documentation from a TPA before.

Jennifer A.
Director
Results

What Organizations Experience

SLA breach rate reduced 75% within the first 6 months
Carrier contract renewals improved from 78% to 94% retention
Monthly SLA reporting time reduced from 8 hours to under 15 minutes
Three new carrier contracts cited SLA tracking capability as a factor
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Frequently Asked Questions

Yes. A carrier can have a 10-day contact requirement for residential claims and a 5-day requirement for commercial claims. Claim type is evaluated at assignment and the appropriate SLA applied.
Documented exceptions to SLA requirements — catastrophic events, insured unavailability, complex coverage questions — can be recorded on the claim file with rationale. Exception documentation is included in SLA reports.
Yes. Carriers can be granted portal access to view their claims SLA status in real time, run standard SLA reports, and download compliance documentation without submitting a data request.

See SLA Tracking in a Live Demo

Book 30 minutes and see how ECode Pro handles your claims operation end to end.

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