Insurance Loss and Damage Claims Service

Solicitation closes: March 18th, 2026 at 2:00 PM ET.

Initial Contract Term: May 1st, 2026 to April 30th, 2029.

Option to Extend: Up to two (2) additional one-year periods (May 1st, 2029 to April 30th, 2030; May 1st, 2030 to April 30th, 2031).

Overall Contract Period: From date of Contract award to May 31st, 2031.

Claimant must file Notice of Intent to claim: Within 30 days of an event.

Contractor must open file and provide claim forms: Within 5 days of receipt of Notice of Intent to Claim.

Claimant must provide completed claim form: Within 60 days of submitting Intent to Claim.

Repair surveys/estimates must be completed: Within 7 working days of site visit.

Adjustment reports must be completed: Within 21 working days.

Contractor must file claim with carrier: No less than 60 calendar days prior to expiration of applicable statute of limitations.

Transition period for new contract: No more than 120 calendar days.

Contractor must return data to DFATD: Within 60 calendar days of contract cancellation or finalization.

The vendor is required to provide insurance loss and damage claims services, focusing on household effects and personal vehicles involved in government-authorized moves or storage. Claims must be accepted and processed for foreign service officers. The service must include global access to a toll-free telephone communication facility and a collect telephone response service between 08:00 and 16:00 EST, Monday to Friday, as well as email access and an internet website for claims submission and communication.

Bilingual written information on claims procedures should be prepared and distributed as hand-outs to employees. For each claim, a loss-adjustment report must be prepared unless the contractor demonstrates that loss adjusting services are unnecessary, supported by a report from local on-site claims assessors. Vendors will also be required to provide quarterly reports to the project authority on complaints lodged by clients regarding process, claims, payments, outcomes, and any inconsistencies, along with their resolution.

The contract includes coverage for Long Term Storage (LTS) under self-insurance and requires pro-active, written recommendations to the project authority aimed at reducing the number, frequency, and severity of claims. The contract period is three years.