Intercare Holdings Insurance Services, Inc 5/8/2026

Page 20 of 22 3. Communication and Customer Service A. How do you ensure that all stakeholders are kept informed, and what channels will be used for communication? B. How do you handle changes or adjustments to the contract, and what communication protocols will be in place for such changes? C. How do you define and measure your customer service standards, and what methods do you use to ensure customer satisfaction? D. Provide examples that demonstrate your ability to provide effective communication and customer service. 4. Risk, Performance, and Quality Assurance A. Submit no more than five (5) references of current municipal or public entity clients for whom you provide TPA services. Include agency name, contact name, address, phone number, and a brief description of the services provided. B. The city’s excess insurer requires review and approval of all TPA firms. Currently, the city’s primary excess carrier is Safety National. Are you an approved TPA for Safety National? If not, will you complete the process to become an approved TPA firm? C. How many municipal government employer clients do you currently serve? D. If your firm has had a contract terminated during the past five years, list all such incidents. Submit full details of all terminations experienced by the proposer during the last five years, including the terminating party’s name, address, and telephone number. Present the proposer’s position on the matter. E. Disclose any and all judgments, pending or expected litigation, or other real or potential financial reversals which might materially affect the viability or stability of the proposing organization; or warrant that no such condition is known to exist. F. All Proposers shall disclose with their proposal if they have received any sanctions for a non- conforming performance by the Washington State Department of Labor and Industries in the past three years. (Subject to verification with the Department of Labor and Industries.)