Intercare Holdings Insurance Services, Inc 5/8/2026

City of Everett RFP #2026-001 for Third Party Claims Administrator (TPA) Services annual training. We ensure quality and consistency through a combination of reasonable workloads, consistent training, proper use of electronic calendar and diary systems, and direct supervisory involvement. Accuracy relates to complete and correct data input, which will be monitored through review and comparison of files and of loss runs. Attention will be given to missing or inconsistent details. Errors or inconsistencies are researched and traced to the source for correction, and each rare situation is used as a learning tool for the team. Timeliness relates to knowledge of deadlines, priorities, and recognition of what is necessary to meet the deadline in terms of resources and time with planning to meet the need. In general, claim timeliness relates to proper workload and efficient use of diary systems to calendar deadlines and establish corresponding diaries. For example, establishing diaries ensures timely responses to claims under the Tort Claim Act. In addition, communication from defense counsel and others of deadlines or events is critical. System reports that allow for monitoring of diaries and flagging of late diaries are utilized at the supervisory and management level to monitor and ensure timeliness. In addition to the regular supervisory review, Intercare performs quality control audits at the quality control manager level and at the corporate level to ensure optimal service delivery. The quality assurance manager reviews all monthly supervisory audits to identify additional quality assurance and training needs as well as any need for more in-depth focused audits. The quality assurance manager prepares an audit report and submits directly to the president. The corporate compliance auditors will conduct an annual audit based on Intercare’s Best Practices and specific client service instructions. Performance standards are monitored on an ongoing basis. Evaluations on all levels are rated and shared. Intercare’s supervisors provide file handling guidance and coaching as needed through the life of the file to efficiently channel the claim toward an effective resolution. Assignments The supervisor must review and evaluate all new losses and assign to the proper skill level. The supervisor should provide detailed handling instructions on all claims that warrant it, based on the type of claim and the skill level of the claim professional. Files must speak for themselves through file documentation, with investigation justifying the acceptance/denial of claims. Initial diary review should be 30 days from assignment, or shorter if the case warrants it. Diary Reviews After the initial review, the supervisor must set a diary for: Claims that need additional investigation completed prior to acceptance or rejection of the claim. Cases with possible high exposure or that deal with complicated issues/injuries. Files must have diary dates set for follow-up as warranted by the supervisor, but not to exceed 90 days. Documentation must reflect the results of these reviews. Three-Month Diary Review: All open files must be reviewed by the supervisor at this time. The claim professional must complete an entry in the risk management information system (RMIS), and the supervisor must review and approve, 26