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.