Intercare Holdings Insurance Services, Inc 5/8/2026

City of Everett RFP #2026-001 for Third Party Claims Administrator (TPA) Services Timeline of the Claims Handling Process The following takes place from receipt of a new claim: Within 24 Hours  Index new correspondence and new claims for damages to determine if they belong to an existing claim  Claims data entered into ClaimsXpress, our CMIS  Acknowledgement of new assignment sent to the City  Claimant/Claimant’s attorney is called, emailed, or both to acknowledge and provide claim and adjuster information Within 2 Days  Two-point contact made with claimant (or their attorney) and the City Within 5 Days  Reserves Set Within 30 Days  Claim tendered (if appropriate)  Liability determination  Excess carriers notified Monthly  Monitor closing ratios  Statistical report (all claims activity) provided to the City  Payment register provided to the City  Plan of Action (POA) updated  Watch list claims meetings  Case reviews (90 days if waiting for activity by others, 180 days if waiting on expiration of a statute of limitations) Reporting New Claims Depending on the nature and urgency of an incident, new claims can be reported to Intercare in several ways:  Routine, non-urgent tort claims can be sent via email through our dedicated intake portal, which is monitored by our claims support team to ensure timely setup in the claims system within one (1) business day.  More urgent matters can be reported directly by phone through your designated adjuster, supervisor, or claims processor.  After-Hours Critical Incident Response: The City will be provided with the after-hours contact information for your primary designated adjusters, who can usually respond to the scene of a critical incident within one (1) hour of contact. File Setup Within one (1) business day of receiving notification of a new claim – usually the same day – the claims processor will take the following steps: 1. Enter the data into CMIS, including assignment of the adjuster. 2. Attach any paperwork received with the claim to the CMIS. 3. Notify the assigned adjuster of the newly assigned claim. 20