Intercare Holdings Insurance Services, Inc 5/8/2026

City of Everett RFP #2026-001 for Third Party Claims Administrator (TPA) Services Best Practices in Quality Control Our processes, procedures, and methodologies center around adjuster accuracy and customer satisfaction. Quality control comes at the technological (automated) level, and at the human (adjuster/supervisor) level by Supervisors and Client Success Managers. Best Practice Claims Data and Information Management Our Claims Management Information System (CMIS) provides Intercare and our clients with exceptional expert resources. We can rely on our system’s commitment to security to ensure your data is safe; to demonstrate this commitment, our team completes an annual disaster recovery exercise to safeguard against potential data loss. Timely resolution of claims is another best practice we employ. Generally, the longer a file is open the costlier it is for our clients. Superfluous open reserves on a client’s book of business can negatively affect financial results. As such, one of the items reviewed by supervisors when they audit files is timeliness of closures. The supervisor will also review whether the adjuster is continuing to update the claim diary. Every time an adjuster interacts with a file, they should do everything necessary to move the file closer to resolution. Cost Saving Methods Through our efficient and thorough investigation, there is a two-point contact within one (1) business day of receipt of each claim. We ensure the liability investigation is completed early, and many claims are not pursued when they are denied or rejected early in the process. In these instances:  Attorneys Will Likely Pass On The Case: Attorneys are less likely to take a case that has already been denied.  Establishing Defense Early: By not establishing your defense position early, a claimant is often more likely to think they will receive a settlement.  Securing Witness And Claimant Statements Early: This action is essential, lest they forget critical details or revise the facts to help their position.  Indexing Claimants Pursuing Injury Claims: We verify if they have made similar claims in the past, and/or have prior injuries that are unrelated to our matter.  Secure Complete Medical Records: If there is liability and injuries are claimed, we secure complete medical records to check for pre-existing conditions. We explore all tender possibilities based on the claimants’ allegations, because allegations trigger coverage regardless of liability. Our primary concern is customer service. As your partner, we will always do whatever it takes to ensure client satisfaction and a smooth delivery of service. D. Provide examples that demonstrate your ability to provide effective communication and customer service. Oakland Unified School District In this claim, a large, 70-year-old oak tree fell onto the claimant and a vehicle as the claimant was walking her dog. The tree was determined to be the responsibility of Oakland Unified School District (OUSD). The claimant was transported by ambulance to the emergency room for injuries to her back, pelvis, left knee, and left 30