Intercare Holdings Insurance Services, Inc 5/8/2026

City of Everett RFP #2026-001 for Third Party Claims Administrator (TPA) Services Scope of Services Intercare will provide the following TPA services: A. Claims Administration 1. Intercare will provide high-quality liability claims-adjusting services with qualified adjusters experienced in public-entity claims adjusting. 2. Intercare will coordinate claims handling activities with the City’s Risk Manager. We recognize the City’s involvement is significant and may exceed that of other clients, and will factor this into staffing requirements. 3. Intercare will set up a claim file within 24 business hours of receipt of the claim. 4. Intercare will send an acknowledgment letter for all new files opened. 5. Intercare will review the claim to verify that the claim complies with Washington state filing requirements. 6. With prior approval of the City’s Risk Manager on a per-claim basis, Intercare will issue appropriate letters and notices to the claimant advising us of any deficiencies, claim rejections, claim denials, or any other pertinent correspondence as required. 7. Intercare will maintain a complete claim file for each reported claim. This file will be available for the City’s review at any time. The claim file will include liabilities with reserves, claimant contacts, notes, regular follow-up, investigatory steps, plan of action, and recommendations on claim disposition. The claims file will be available electronically in the format required by the City’s Risk Manager for viewing by City staff. 8. Intercare will establish claims calendar diaries so that all claims are reviewed at a minimum of every thirty (30) calendar days. Intercare will record in the file that the claims review was conducted. 9. Intercare will document all correspondence relating to the claim, including phone conversations, in-person meetings, and electronic communication, including the date, names of individuals involved, content of discussions, and next steps. 10. Intercare will assign an initial reserve within 15 calendar days of claims assignment. Intercare will maintain adequate claim reserves and provide periodic updates on regular reserves to the City. We recognize the reserve formulas and practices are subject to review and approval of the City’s Risk Manager. 11. Intercare will establish and document in the claim file the initial direction on the claims handling and investigation within five (5) working days of receipt of the claim. 12. Intercare will coordinate investigations of litigated claims with attorneys approved by the City, and where appropriate, with adjusters and attorneys of the excess carrier. 13. Intercare will review all claimed damages for causal relationship and reasonableness of charges. 14. Intercare will provide prompt resolution of non-contested claims. 15. If the claim is to be accepted, Intercare will gather damages documentation, and with prior written approval on a per-claim basis from the City, negotiate a reasonable settlement for final presentation to the City for approval or ratification. All settlement discussions with the claimant will be conducted in accordance with the City’s guidelines and subject to the City’s approval. 33