SLA Best Practices for Glass Claims Administration
Service Level Agreements are only useful if they measure the right things at realistic targets. Here are the SLA benchmarks that matter most in glass claims administration and the targets that represent strong performance.
Call answer time. Target: 80 percent of calls answered within 30 seconds. This ensures policyholders reach a live representative quickly, which is the single biggest driver of first-impression satisfaction.
Coverage verification time. Target: real-time, during the initial call. With API integration, there is no reason coverage verification should be a separate step that adds hours or days to the process.
Dispatch time. Target: shop assigned and notified within two hours of claim intake. Faster dispatch means faster policyholder contact and scheduling.
Shop contact time. Target: network shop contacts the policyholder within four hours of receiving the dispatch. This requires clear expectations communicated to the shop network.
Invoice review turnaround. Target: invoices reviewed within 48 hours of submission. Clean invoices should be approved within 24 hours.
Payment processing. Target: approved invoices paid within the next scheduled payment cycle. Weekly payment cycles are the industry standard for TPA programs.
Reporting delivery. Target: standard reports delivered within five business days of the reporting period close. Ad hoc reports should be available within two to three business days of request.
Fraud escalation. Target: suspicious claims flagged and escalated to the carrier within 24 hours of identification. Include the supporting evidence and recommended action.
The key to effective SLAs is not just setting targets but measuring and reporting on them consistently. TPAs should include SLA performance data in their regular carrier reports so both parties can identify and address trends before they become problems.