3-Appendix A - Service Standards and Business Principles 031326.pdf

Appendix A:

SERVICE STANDARDS FOR CLAIMS INVESTIGATIVE SERVICES TO

THE CITY OF TALLAHASSEE

The Respondent (“Vendor”) agrees to provide claims investigative services to the City of

Tallahassee (“Client”) according to industry standards, adhering to best practices and in accordance with all applicable Florida State laws, rules and regulations, and in compliance with the City of Tallahassee’s Business Principles and Organizational Values.

The Vendor does not have authority to accept or deny a claim or agree to monetary compensation without express approval from the Client.

The Client will provide instructions on all new assignments to Vendor based on the information available at the time of report, however the Vendor is expected to utilize professional judgement and proceed with any additional investigation that is warranted. The Vendor’s objective is to determine what happened, evaluate whether the Client was negligent and establish the amount of damages. The Vendor is expected to provide recommendations based on their investigation; however, final liability determination rests with the Client.

The Vendor will contact all parties within 24 hours of the assignment receipt. If the claimant does not respond to initial contact, at least one (1) additional call should be made. If no response, a contact letter, email or text by FIFTH day after assignment. All physical inspections and face–to-face meetings will be completed within five (5) business days of the assignment. In the event of weekend or after-hour assignments, contacts and inspections will be made as per the direction of the Client.

All contacts and file activity shall be documented into Client’s claim management system, (currently Assure Claims (Riskmaster)) within 24 hours. All documents should be stamped with date received and attached within 24 hours of receipt or creation. They should be attached as per City guidelines and named per our standard nomenclature.

Audio files of recorded statements should be attached within 24 hours of creation. Summaries of the statement attached within 72 hours. If only an interview was performed, the summary notes should reflect “INTERVIEW ONLY.” Statements and interviews should have a brief synopsis within activity notes.

All bodily injury claimants should be photographed and requested to provide an executed medical authorization form and MMSEA form. Any refusal of any of these items should be noted in the claim file.

First Reports are due 10 days following assignment or sooner if specifically requested.

Subsequent reports are required at thirty (30) day intervals unless otherwise specified.

Minimum requirements for FIRST report includes claimant and department contact attempts, loss location inspection with photographs, request of related department reports, contact with any witnesses or other parties necessary, initial discussion of damages, and your initial evaluation of potential liability and other activities required to determine facts or evaluate liability.

Auto appraisals shall be completed by the seventh (7th) day of the receipt of the assignment and incorporated with the adjuster’s first report. Total losses, including salvage issues, will be reported to the Client’s adjuster immediately upon determination.

A claim diary shall be sent to the Client when the first report is submitted or anytime their immediate review is needed.

All releases shall be approved by the Client prior to being provided to the claimant.

• All claim files and associated records are subject to Florida Public Records Law and are the property of the City of Tallahassee. This includes electronic messages between Vendor staff and city staff, claimants, witnesses, appraisers, body shops, etc. and must be retained as part of the claim file. It will be the responsibility of the Vendor to establish a process for retaining these records in compliance with the public records law. The Vendor will seek direction from the Client prior to the release of any documentation from a claim file.

City of Tallahassee Business Principles

Authority The City Commission was elected by the citizens and charged with setting the goals and direction for the organization. We pledge to give them our best professional advice, to implement the letter and spirit of their decisions, and, in our attitude and actions, make every effort to make their decisions successful.

Principles Integrity and honesty are at the heart of our business. We expect our people to maintain high ethical standards in everything they do, both at work and in their personal lives. Our greatest assets are our people and reputation. If either of these is ever diminished, the last is the most difficult to restore. We are dedicated to complying fully with the letter and spirit of the law, regulations, policies, and ethical standards that govern us.

We take great pride in the professional quality of our work. Though we may be involved in a wide variety and heavy volume of activity, we have an uncompromising determination to achieve excellence in everything we undertake. We pride ourselves in being known as a leader in our industry. The dedication of our people and the intense effort they give their jobs are greater than one finds in most other organizations. This has been and will continue to be an important part of our success.

People We seek to identify and recruit the best person for every job. We seek to find the best job for every person. We recognize that work is a significant commitment to our lives, therefore, employees will be encouraged to find employment that is both satisfying and rewarding. Advancement in the organization depends on ability, performance, and contribution to the organization's success without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, or any other unrelated factor. In order for our people to maintain their commitment to the City, they must recognize that we are committed to them. We will treat them fairly, honestly and with respect.

We will continue to create and maintain a work environment that is pleasant, supportive and enjoyable. We will provide them with the opportunity to improve and develop new skills and to participate with their peers in professional development. Uncertainty can create anxiety with our employees and distract them from being successful. We will endeavor to keep them fully informed of changes occurring within the organization that may affect them.

We stress teamwork in everything we do. A team member is defined as someone that accepts the goals and objectives of the organization and accepts responsibility for his or her accomplishment.

We recognize that we do not stand alone and that we are part of a larger organization and will seek to identify solutions and implement procedures that are in the best interest of the City, even if that places a greater burden upon us.

Customer Service Our citizens' and customers' interests come first. If we serve them well, our own success will follow.

We strive to anticipate the rapidly changing needs of our citizens and customers and to amend our practices and services to meet those needs. We stress creativity and imagination in everything we do. We value diversity of opinions and desire to create an environment where employees are free to present their constructive ideas and suggestions without fear. While recognizing that the past practices may still be the best, we constantly challenge this assertion and strive to find a better solution.