New Hampshire Regulates Use of Technology in Auto Claims, Property Underwriting

The New Hampshire Insurance Department (NHID) has issued a bulletin clarifying insurers’ obligations erstwhile utilizing virtual claims accommodation systems to measure automobile damage.

That guidance came successful effect to a increasing fig of insurers relying connected photograph and video submissions from consumers oregon repair shops alternatively than conducting in-person inspections.

“The implementation of virtual claims systems tin amended efficiency, but it indispensable not travel astatine the disbursal of fairness oregon thoroughness successful the claims process,” said DJ Bettencourt, security commissioner. “Additionally, Granite Staters should not beryllium denied the close to an in-person inspection simply due to the fact that they initially submitted photos oregon videos.”

According to a property release, nether the Unfair Claims Settlement Practices (UCSP) provisions of the state’s Unfair Insurance Trade Practices instrumentality (RSA 417:4, XV), insurers are required to promptly and reasonably analyse and settee claims reasonably erstwhile liability is clear.

The bulletin states that portion virtual accommodation tools whitethorn assistance settee claims faster and trim costs for insurers, photographs and videos bash not ever seizure the afloat grade of a vehicle’s damage. To comply with the UCSP, carriers indispensable connection an in-person inspection of a damaged conveyance wrong a tenable timeframe if the user requests one.

Insurers whitethorn not contradict specified a petition based solely connected a consumer’s anterior information successful a virtual assessment, the bulletin said. Unreasonable delays successful providing requested in-person inspections whitethorn besides represent a usurpation of the work to promptly and reasonably analyse claims nether RSA 417:4, XV(a)(3).

“Ensuring transparency and timeliness successful the claims process is indispensable to protecting consumers,” said Keith Nyhan, lawman security commissioner. “These clarifications reenforce that insurers cannot trust solely connected virtual tools if doing truthful limits a consumer’s close to a just investigation.”

Aerial Imagery

The state’s guidance connected car claims adjusting comes aft the department’s February guidance connected insurers’ usage of aerial imagery successful spot security underwriting, peculiarly regarding decisions to garbage to constitute oregon renew policies based connected extortion condition.

The section said caller complaints bespeak that immoderate spot insurers person relied connected aerial imagery to warrant non-renewals based connected mistakenly identified extortion conditions. The February bulletin reaffirmed that portion insurers whitethorn garbage to constitute oregon renew policies owed to wide grounds of spot degradation oregon damage, they whitethorn not bash truthful solely based connected cosmetic issues specified arsenic extortion discoloration.

If aerial imagery does not conclusively show extortion degradation oregon harm capable to warrant refusal to constitute oregon renew a policy, insurers indispensable behaviour a follow-up carnal inspection to verify their findings. Additionally, if an applicant oregon insured disputes the insurer’s determination—even erstwhile the insurer believes the aerial imagery to beryllium conclusive—a carnal inspection is required.”

Topics Claims Auto Underwriting Tech Property