Steerage Is available in Type of Bulletin #INS 25-031-AB
The New Hampshire Insurance coverage Division (NHID) has issued a bulletin clarifying insurers’ obligations when utilizing digital claims adjustment methods to evaluate car injury. The steerage is available in response to a rising variety of insurers counting on picture and video submissions from shoppers or restore outlets relatively than conducting in-person inspections.
“The implementation of digital claims methods can enhance effectivity, but it surely should not come on the expense of equity or thoroughness within the claims course of,” mentioned Insurance coverage Commissioner DJ Bettencourt. “Moreover, Granite Staters shouldn’t be denied the fitting to an in-person inspection just because they initially submitted photographs or movies.”
Underneath the Unfair Claims Settlement Practices (UCSP) provisions of the state’s Unfair Insurance coverage Commerce Practices legislation (RSA 417:4, XV), insurers are required to promptly and fairly examine and settle claims pretty as soon as legal responsibility is obvious. Whereas digital adjustment instruments can expedite the method, they could not all the time seize the complete extent of a car’s injury. To stay in compliance with the UCSP, insurers should provide an in-person inspection inside an inexpensive timeframe if the patron requests one. Insurers could not deny such a request primarily based solely on a client’s prior participation in a digital evaluation.
Unreasonable delays in offering requested in-person inspections can also represent a violation of the obligation to promptly and fairly examine claims underneath RSA 417:4, XV(a)(3).
“Making certain transparency and timeliness within the claims course of is important to defending shoppers,” mentioned Deputy Insurance coverage Commissioner Keith Nyhan. “These clarifications reinforce that insurers can not rely solely on digital instruments if doing so limits a client’s proper to a good investigation.”
The total bulletin, Docket #INS 25-031-AB, will be seen at https://mm.nh.gov/files/uploads/nhid/documents/20250414-ins-25-031-ab.pdf 
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