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<br /> <br /> <br />City of Everett <br />RFP #2026-001 for Third Party Claims Administrator (TPA) Services <br /> <br />City and/or its departments may choose to receive monthly data transmissions. Intercare will also provide <br />City with training in the ad-hoc reporting system to generate your own reports, if you so choose. <br />A full list of our standard reports and samples of our most commonly requested reports are included in <br />this proposal as Exhibit C ‒ Standard Reports. <br />I. Does your firm intend to subcontract any portion of this contract? If so, please provide the <br />following: name of the firm(s), the percentage of work to be performed by each subcontractor, <br />and a description of the nature of work performed by each. <br />Intercare does not outsource its core claims handling and administration to subcontractors. Intercare does <br />utilize subcontractors for certain allocated cost and ancillary services such as field investigators, defense <br />attorneys, copy service providers, and Field Case Managers. <br />Communication and Customer Service <br />A. How do you ensure that all stakeholders are kept informed, and what channels will be used for <br />communication? <br />During the transition period, Intercare will work with the City to determine preferred communication <br />methods and frequency. In addition to contact as needed with the City, Intercare will return all calls and <br />emails within 24 hours of receipt to both the City and the claimant. <br />Communication <br />Phone calls and emails will be returned within 24 hours. All other written communication will be <br />responded to within three (3) business days. <br />Contact <br />• 24-hour emergency contact will be made within one (1) hour of assignment or phone call. <br />• Initial contact will be made with the insured/client, claimant, and witness within one (1) business <br />day of receipt of their information. If no contact is made with the claimant, two (2) subsequent <br />contact attempts via telephone will be made within the first 48 hours after receipt of the claim. If <br />we do not have contact information for the claimant, or have incorrect information, extra <br />attempts will be made to secure correct contact information, such as a Google or online ‘white <br />pages’ search. If the City’s protocols are such that a claimant is not to be contacted, this will be <br />documented in the adjuster’s file notes. <br />• An acknowledgement letter or email will be sent to all pertinent parties containing the adjuster’s <br />contact information and claim number unless instructed otherwise. <br />B. How do you handle changes or adjustments to the contract, and what communication protocols <br />will be in place for such changes? <br />Our approach to communication is simple. Communication should be clear, consistent, and respectful at <br />all times. Listening in order to learn and understand is the most important part of communicating. Our <br />communication with the City will always reflect a collaborative team approach. Our goal is to learn the <br />City’s culture and become fully engaged in the success of the program. <br />In addition to the program team referenced above, the City will have an assigned client success manager <br />within Intercare who will work closely with the team to facilitate onboarding of the account, support any <br />service needs or concerns, and address any contract issues. <br />28