Intercare Holdings Insurance Services, Inc 5/8/2026

City of Everett RFP #2026-001 for Third Party Claims Administrator (TPA) Services or discuss needed changes. The supervisor should focus on the thoroughness of the investigation and link this to the claim professional's evaluation. In each review, the following should be commented on: a. Plan of Action b. Estimated value range and future exposure c. Adequacy of reserves d. What needs to be done to resolve the case G. How are caseload levels monitored? As part of the quality assurance procedure, the supervisor, manager and senior management monitor caseloads, as well as claim opening and closing statistics on a monthly basis. In the event that caseloads fall outside the agreed upon caseload limit for a period of 90 days, Intercare and the City will meet to review the statistics and evaluate whether a change in the staffing model is appropriate. If the parties agree that a permanent change in the staffing model is necessary, a change in the fee structure will be negotiated between the parties to align caseloads with the new staffing structure and promptly implemented. As discussed above, the case load of an adjuster is usually based on the complexity of their claims. Typically, adjuster caseloads are 50-75 pending files; senior bodily injury adjusters’ caseloads are 125-150 pending files; and senior property adjusters’ caseloads are 85-100 pending files. Adjusters handling auto, property, and subrogation claims average between 100 and 125 pending files. We attempt to impose a maximum caseload of 150 pending files. Intercare supervisors do not carry caseloads to ensure that they can focus on providing oversight and guidance to the staff they supervise. This also allows them to maintain ongoing communication with clients and provide back-up to their team in times of short periods of absence. H. What standard reports are available, and what are the ad-hoc reporting capabilities of the information system? Reporting Features: ClaimsXpress has a set of standard claims handling reports available to every client, but the system can also be customized to produce reports unique and specific to the City. The City can safely and securely access their reports via an automated encrypted email from their Client Success Manager or the dedicated reporting team. All reports can be exported to Microsoft Excel or Adobe PDF formats on demand by either Intercare staff or City staff.  Check Register Report: Provides individual or multiple payments on a claim; is a payment transaction record for each claim.  Claim Log Financial Report: Provides line reports for each claim, including the ‘totals’ to date paid.  Claim Register Report: Provides multi-line information for each claim with different ‘buckets’ of payments and reserves broken out for optimum detail.  Transaction Register Report: Provides all payments within a specific time period for a claim.  Diary Report: Provides all work completed and/or in process of being completed on a claim. Our ability to maintain data and provide enhanced statistical reporting is due to our long use of best practices with technology. Our proprietary iMetrics Business Intelligence Reporting service provides optimum targeted, on-demand data for liability and property claims decision making. Ad-hoc Reports: In addition to the standard report package, the Claims Enterprise system has robust ad- hoc reporting capabilities that allow reports to be created for all data elements captured in the system. 27