Medico Legal Reports - Service Level Agreements

Service level agreements

Insurance Medical Reporting is passionate about delivering excellent service. Service levels are tailored to the individual solicitors to maximise the best possible service levels dependent on process. In order to achieve our high customer service levels we provide:-

Single point of contact

IMR provides a single point of contact throughout the customer journey. Your dedicated account handler will handle your medico legal report from instruction to delivery so if you have any reason to contact us, they can give you live and accurate information.

SLA projector

To ensure we deliver on time, we developed our in house SLA projector. This system accurately monitors and tracks every live medico-legal report in our care to ensure it hits service levels. The system schedules each case in your account handler’s diary and automatically flags cases needing attention. In addition, each of our handling teams employs a full-time Service Delivery Leader whose sole responsibility is to monitor the SLA projector ensuring we deliver on time, every time.

Tailored SLAs

Every one of our customers is individual and has different expectations and needs. Here at Insurance Medical Reporting we recognise this and adjust our system so we work to your needs and not ours. Following an initial meeting, your tailored Service Level Agreement (SLA) will be created on our systems.