Intercare Holdings Insurance Services, Inc 5/8/2026

City of Everett RFP #2026-001 for Third Party Claims Administrator (TPA) Services a. These actions trigger the CMIS to set an automatic diary for the adjuster and their supervisor. 4. Send an acknowledgement of new assignment to the City, including claim number and assigned adjuster information. 5. Make initial phone contact with the claimant or their attorney, if so instructed, with the claim number and contact information for the adjuster, including a follow-up acknowledgement letter. Investigation An investigation plan is developed for each claim to assess the liability and damages exposure efficiently and effectively. Applying their experience and expertise, the adjuster tailors the scope of investigation to the nature and exposure of the claim. The investigation may include:  Gathering all internal documents from the City, including reports, maintenance logs, photos, contracts, easements, certificates of insurance, etc.  Conducting a scene inspection with photos and diagrams as warranted  Interviewing City staff  Obtaining official reports  Interviewing and obtaining statements from the claimant and witnesses  Obtaining damage estimates, invoices, and/or damage appraisals  Obtaining all pertinent medical records Intercare will identify and engage an interpreter/translator that is acceptable to the City. When possible, we will utilize one of our bilingual employees to assist with translation. Where warranted, we will seek authority from the City to engage experts. Communication Phone calls and emails will be returned within 24 hours. All other written communication will be responded to within three (3) business days. Contact  24-hour emergency contact will be made within one (1) hour of assignment or phone call.  Initial contact will be made with the insured/client, claimant, and witness within one (1) business day of receipt of their information. If no contact is made with the claimant, two (2) subsequent contact attempts via telephone will be made within the first 48 hours after receipt of the claim. If we do not have contact information for the claimant, or have incorrect information, extra attempts will be made to secure correct contact information, such as a Google or online ‘white pages’ search. If the City’s protocols are such that a claimant is not to be contacted, this will be documented in the adjuster’s file notes.  An acknowledgement letter or email will be sent to all pertinent parties containing the adjuster’s contact information and claim number, unless instructed otherwise. Risk Transfer and Indemnity Rights During our investigation, we actively seek to identify all risk transfer and indemnity/defense rights owed to the City through contracts, agreements, additional insured statuses, easements, etc. With the City’s approval, we promptly and vigorously pursue tender/cross-complaints on behalf of the City against all potentially responsible parties and/or their insurance carriers. 21