Vendor Experience Questionnaire Form

AttachMENT H

VENDOR EXPERIENCE QUESTIONNAIRE FORM

RFP 17-0020

independent adjusting services –catastrophe

INSTRUCTIONS: Vendor must complete this Attachment H. The completed attachment must be submitted according to the instructions outlined in Sections 3.5 and 3.6 of the RFP. The space for answers will expand as necessary. Please be thorough in your response.

Firm Name:
Part A–Corporate Qualifications and Experience(up to 25points)
Using the space provided below, please provide an overview of Vendor’s relevant qualifications and experience in providing CAT Field Task Adjusting Services as described in this RFP. When describing Vendor’s qualifications and experience, be sure to include the following:
(i)A general breakdown of Vendor’s experience in providing CAT Field Task Adjusting Services.
(ii)Experience or qualifications that are of particular relevance to Citizens, such as Citizens specific experience, Florida specific experience,or experience with a carrier who uses an adjusting services model that is particularly comparable to the Services identified in this RFP
(iii)Organizational structure and roles and responsibilities of applicable staff engaged in claims management,and how these roles will support Citizens’ business operation,
(iv)Volume of property and casualty claims handled over the last two (2) years, complexity of the claims, and the operational workflows used;
(v)Process for recruitment and retention of Adjusters and staff who are highly qualified and experienced in providing Services to Citizens,as described in Attachment J, Independent Adjusting Services – Catastrophe Agreement,.
(vi)Productivity analyses or statistics Vendor can provide to demonstrate the quality of Vendor’s adjusting resources on a per individual adjuster basis,
(vii)Quality Assurance (QA) policies and procedures that are relevant Citizens,
(viii)Methodology used to evaluate QA issues / risks, and
(ix)Processand practice for measuring QA audits and file re-inspections and how and to whom are results communicated.
Part B - Training (up to 15 points)
Using the space provided below, please provide an overview of Vendor’straining practices. For instance, you may want to describe:
(i)The dedicated training resources, requirements for trainers (e.g., adjuster license or other certifications or designations), quality standards, and performance management activities,
(ii)Vendor’s training program topics, frequency of training (offered and conducted), and annual training hours (offered and completed),
(iii)Format and/or training methodology, including whether training is conducted face-to-face or via other mediums,
(iv)Methodology for ensuring training opportunities are based on participant’s knowledge and / or skill level, and
(v)Evaluation process for proficiency and competency of training.
Part C–Relevant Citizens Experience (0 or5 points)
As applicable, Vendor should identify if Vendor has experienceproviding Claims Adjusting Services to Citizens. For the purposes of this section, this means at least one Vendor deployment of Claims Adjuster(s) to Citizens in December 2008 or later.
If so, Vendor should respond accordingly to the questions below. Citizens will verify Vendor’s answers using the contract number(s) identified by Vendor. Upon positive verification by Citizens, 5 points will be awarded for this section.
Has Vendor previously contracted with Citizens to perform Claims Adjusting Services? / ☐Yes
☐No
(If “No”, then Vendor is not eligible for points under this section)
Has Vendor previously deployed Adjusters to perform Claims Adjusting Servicesfor Citizens, and did one or more of such deployment(s) occur in December 2008 or later? / ☐Yes
☐No
(If “No”, then Vendor is not eligible for points under this section)
If Vendoranswered “Yes” to both questions in this Section, then please provide the relevant Citizens’ contract number(s). / Citizens Contract No:

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