Intercare Holdings Insurance Services, Inc 5/8/2026

City of Everett RFP #2026-001 for Third Party Claims Administrator (TPA) Services The use of ClaimsXpress increases our firm’s service capabilities for the City and enhances our service workflow efficiencies and custom reporting capabilities. The alignment of these technologies with Intercare’s services is of great value to the City by providing real-time access to decision-making data, metrics, and trends. When it comes to read-only access, reporting, and modification abilities to meet the City’s needs, our technology offering is unmatched. Samples of our most commonly requested reports are included in this proposal as Exhibit C ‒ Standard Reports. C. Describe your firm’s claims protocol, including response, investigation, establishment of reserves, adjustment of claims, subrogation, monitoring of claims, settlement procedure, litigation, and claims closure process. Please provide a copy of your claim investigation “best practices” or written guidelines. Claims Handling Best Practices Intercare has developed best practices in claims management, and we believe our process and specific alignment with your needs and expectations collectively results in a reduction of claims expenses. Best Practices Claims Approach Intercare’s Best Practices General Liability Claims Handling Manual and Best Practices General Liability Litigation Manual are followed by liability claims processors, adjusters, and supervisors in addition to the specific rules, regulations, and requirements of each individual client. These manuals support the scope of work, procedures, processes, and requests of the City. Our goal is always to provide the highest level of quality, customer-focused claims service. We accomplish this by assigning teams of experienced individuals who have managed similar accounts for many years. Our best practice approach to claims management centers around early communication and transparency of information. Early communication with claimants leads to faster claim resolution, and the transparency of information provided to the City gives insight to the claims process from inception to close. Best Practices Quality Control Our processes, procedures, and methodologies center around adjuster accuracy and customer satisfaction. Quality control comes at the technological (automated) level, and at the human (adjuster/supervisor) level by Intercare’s Supervisors and Client Success Managers. Best Practice Claims Data and Information Management Intercare’s ability to develop and maintain the City’s data metrics for decision-making as well as to provide accurate statistical reporting is due solely to our commitment to best practices in our Information Technology processes. Our Claims Management Information System (CMIS) provides Intercare and our clients with exceptional expert resources. We can rely on our system’s commitment to security to ensure your data is safe; to demonstrate this commitment, our team completes an annual disaster recovery exercise to safeguard against potential data loss. Timely resolution of claims is another best practice we employ. Generally, the longer a file is open the costlier it is for our clients. Superfluous open reserves on a client’s book of business can negatively affect financial results. As such, one of the items reviewed by supervisors when they audit files is timeliness of closures. The supervisor will also review whether the adjuster is continuing to update the claim diary. Every time an adjuster interacts with a file, they should do everything necessary to move the file closer to resolution. 19