Intercare Holdings Insurance Services, Inc 5/8/2026

City of Everett RFP #2026-001 for Third Party Claims Administrator (TPA) Services Troubleshooting of the contract begins with open communication. We will approach City with any contractual issues that we face as soon as they arise, and we request that City do the same. Most issues can be addressed through consistent, respectful communication. For example, in the event that the scope of work falls outside of that agreed upon, 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 with the new staffing structure. C. How do you define and measure your customer service standards, and what methods do you use to ensure customer satisfaction? Our customer service is exceptional and results in a successful partnership with our clients. Intercare managers and supervisors document and log all customer service issues regarding satisfaction, service concerns or complaints; and then initiate a plan of action to resolve the issue. Intercare will investigate to determine what needs to be done to remedy the issue, such as additional training, staff counseling, system adjustments, etc. All activity is logged in our “Complaint/Issue Log”, which can be shared with the City on a monthly basis so we can track resolution together. Constant Communication Our staff knows that without regular communication with all stakeholders in the claims process, simple matters can sometimes go off the rails. That is why our staff maintains constant, proactive communication with all relevant parties. This includes returning all calls and emails within 24 hours, or one business day of receipt. Customer Satisfaction Survey A key element of our efforts to achieve client satisfaction is our annual customer service satisfaction survey. Your designated account manager will be responsible for conducting a survey each year of the City’s staff, service providers, and vendors using a random sample of 10% of claims received in the preceding 12 months and 1% of other contacts, such as client contacts, vendors, and service providers. Your assigned account manager will share the results with the adjusting team and the City. Please refer to Exhibit D – Sample Survey to learn more. Strict Performance Auditing In addition to regular communication, high quality claims administration requires close supervision and auditing to monitor and measure performance. To this end, we have strict internal audit protocols that allow us to be proactive and confirm compliance with each client’s service instructions, State requirements, and Intercare’s own Best Practices. Best Practices in Claims Approach Our Best Practices General Liability Claims Handling Manual and Best Practices General Liability Litigation Manual are followed by all claims processors, adjusters, and supervisors in addition to the specific rules, regulations, and requirements of each individual client. These manuals support the scope of work, procedures, processes, and requests of the City. Our stated mission is always “to provide the highest level of quality, customer-focused claims service”. We accomplish this by assigning teams of experienced individuals who have managed similar accounts for many years. Our best practice approach to claims management centers around early communication and transparency of information. Early communication with claimants leads to faster claim resolution, and the transparency of information provided to the City gives insight to the claims process from inception to close. 29