Intercare Holdings Insurance Services, Inc 5/8/2026

City of Everett RFP #2026-001 for Third Party Claims Administrator (TPA) Services D. Do you have local representatives who could respond in person to conduct a claims investigation if required? If selected as your TPA, we will hire a local representative. Intercare will work with you collaboratively to present the most suitable candidate for your program, located in your area. As a general rule, Intercare does not warehouse adjusting staff. All current adjusters are assigned to a specific program. While we have partial capacities with staff, the City’s program requires an addition to our staffing based on the claim volume. However, we have external candidates who are on a waiting list to join Intercare. If the City has adjusters they would like to maintain or would like to have on the program, we will employ an expedited hiring process. The candidate will have the minimum experience required to handle the City’s program. Or, if the City has adjusters you would like to maintain or would like to have on the program, we will employ an expedited hiring process. All candidates will have the experience required to handle the City’s program. Intercare’s liability adjusters are responsible for conducting claim investigation while keeping the client and management in the communication loop. The adjuster closely collaborates with the client during all phases of the claim process and will keep the City updated on all investigation results. E. Describe your corporate policy on file retention, including the following: • Length of time • Paper or Electronic • Access to files after contract termination Intercare will maintain and store all files indefinitely once they are closed. Intercare upgraded to a paperless claims system in July 2011. Therefore, on receipt of a new report of injury the claim is set up in our paperless system. All documents are scanned and digitally stored within our system so there is no physical paper file. Intercare will keep digital images of all claim documents indefinitely at no additional cost. All electronic data is the property of the City. Any physical files that are not digitized are stored in the managing claims office. Once a file has been closed, Intercare will continue to store that physical file within the managing claims office for a period of one year. After one year, closed physical files are transferred to our off-site storage facility: Iron Mountain. Iron Mountain barcodes each file they receive for easy storage and retrieval. If Intercare needs to retrieve a closed physical file from Iron Mountain, we make a phone call with the claim number and claimant name. Iron Mountain will locate the file using the barcode, and the file will be mailed to our office. The cost of claims storage and/or retrieval is included in our standard claims administration fees. All active files are digitized and electronically stored. Any physical files that are not digitized are stored in the managing claims office. Once a file has been closed, Intercare will continue to store that physical file within the managing claims office for a period of one year. After one year, closed physical files are transferred to our off-site storage facility: Iron Mountain. Iron Mountain barcodes each file they receive for easy storage and retrieval. If Intercare needs to retrieve a closed physical file from Iron Mountain, we make a phone call with the claim number and claimant name; Iron Mountain will locate the file using the barcode, and the file will be mailed to our office. The cost of claims storage and/or retrieval is included in our standard claims administration fees. F. How does your firm monitor the quality of adjusters’ performance? All supervisors and claims adjusters have completed our comprehensive training program and have earned a Public Entity Claims Professional (PECP) certification. In addition, we offer ongoing quarterly and 25