Intercare Holdings Insurance Services, Inc 5/8/2026

City of Everett RFP #2026-001 for Third Party Claims Administrator (TPA) Services Technical Capability, Approach, and Capacity A. How do you assign claims? Is it based on lines of liability? Please explain. Claims are assigned based upon the unique criteria set forth by each client. During the onboarding of your agency with Intercare’s Claims Administration services, these criteria will be determined and tailored to your City’s needs. In the case of high-exposure claims and incidents, we would typically assign these types of claims to senior adjusters. The adjuster would escalate the claims as known exposures begin or near any monetary value the City has predefined, alerting both Intercare management and the designated City contacts. Plans of action and diaries are set for review by both the adjuster and supervisor to ensure that high exposure cases remain close to the estimated exposure. The case load of an adjuster is usually based on the complexity of their claims. Typically, adjuster caseloads are 50-75 pending files; senior bodily injury adjusters’ caseloads are 125-150 pending files; and senior property adjusters’ caseloads are 85-100 pending files. Adjusters handling auto, property, and subrogation claims average between 100 and 125 pending files. We attempt to impose a maximum caseload of 150 pending files, but we recognize there are often times files on an adjuster’s pending list are dormant, especially for public agencies when files sometimes remain open awaiting the expiration of statute following claim rejection. Having several adjusters available to handle the City’s claims will continue to afford flexibility in assignments so that no adjuster’s workload becomes overbearing. This also ensures the City has coverage through vacations and illness. We will always have adjusters on standby. B. Please describe your claims tracking database and reporting capabilities. Do you allow the client access to your system? ClaimsXpress Claims George Hills has used ClaimsXpress as our Claims Management Information System (CMIS) for 9 years. When Intercare and George Hills combined services, Intercare encompassed the use of ClaimsXpress as well. ClaimsXpress (CXP) is a secure cloud browser-based software system that allows our claims adjusters to work anywhere, from the scene of an incident to our corporate office. Similarly, the system being browser-based allows the City 24-hour, read-only real-time access of its claims information. Intercare owns perpetual licenses to CXP and we contract with Spear Claims to provide the Microsoft Azure-based secure cloud, in which our clients’ data is housed. Searching within CXP for specific claims data is simple, but to minimize the need to search, Intercare has developed dashlets within ClaimsXpress to allow the City and adjusters quick access to relevant claims information right on their homepage. As part of the onboarding process, Intercare will hold a training session with all potential client-side ClaimsXpress users, ensuring that everyone has the desired level of access and understanding of the system. ClaimsXpress is an entirely paperless system. All claim files are stored electronically in a secured Microsoft Azure cloud hosted by Spear Claims, available to any authorized user, using any browser, at any time. ClaimsXpress is configured to enforce additional security measures when necessary. It can limit a user’s access to claim information by a client’s organization structure, for example allowing access to view claims for a single location or for the entire organization. CXP also includes identifiers for highly sensitive or confidential claims. When a claim is flagged as confidential, ClaimsXpress will limit access to that claim by individual User ID. 18