Broker and TPA Performance QBR Kit

Brokers and TPAs are vendors. Treat them like it.

This kit installs a QBR operating system so:

• claims move faster
• reserves are reviewed
• recoveries are pursued
• service issues are escalated and fixed

What you will produce

1. KPI scorecard
2. QBR agenda and pre-reads
3. Action register with owners and due dates
4. Escalation and renewal leverage plan

Beginner-safe definitions

Broker: advisor and market access partner for insurance placement.

TPA: third party administrator handling claims operations.

QBR: quarterly business review to manage performance.

Step-by-step implementation

Step 1: Define KPIs that matter

Focus on measurable outcomes:

• open claims count and aging
• average time to first contact
• reserve change discipline
• subrogation identification rate
• recovery dollars and cycle time

KPI scorecard (copy and paste)

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Broker and TPA KPI Scorecard

Quarter:
Line of coverage:

- Open claims count:
- Claims older than 90 days:
- Average days to first contact:
- Reserve changes with documented rationale percent:
- Subrogation candidates identified percent:
- Recovery dollars received:
- Service issues escalated and resolved:

Notes:

Step 2: Run the QBR with pre-reads

QBR agenda (copy and paste)

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QBR Agenda (60 minutes)

1) Executive summary: what improved and what did not
2) Open claims: aging and top drivers
3) Reserve review: large deltas and rationale quality
4) Subrogation and recovery: pipeline and blockers
5) Service levels: response times and exceptions
6) Actions and owners for next quarter

Step 3: Track actions like a project

Action register (copy and paste)

Copyable template (TEXT)
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QBR Action Register

| Action | Owner | Due date | Status | Notes |
| ------ | ----- | -------- | ------ | ----- |

Step 4: Escalation plan

Escalation email (copy and paste)

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Subject: Escalation: claims performance issue

Hi [Name],

We are escalating the following issue due to repeated impact on claim outcomes:

Issue:
Impact:
Examples:
Requested corrective action:
Deadline:

Please confirm the action plan and weekly check-in until resolved.

Thank you,
[Name]

Common failure modes

• QBRs happen without metrics, so nothing changes
• actions are not owned, so issues repeat next quarter
• performance is not tied to renewal negotiations, so leverage is lost