NHID Clarifies Insurers' Obligations: In-Person Vehicle Inspections Must Be Offered
The New Hampshire Insurance Department (NHID) has clarified insurers' obligations regarding in-person vehicle inspections following an increase in virtual claims adjustments. Commissioner D.J. Bettencourt issued a directive, effective October 2025, ensuring fairness and timeliness in the progressive insurance process.
Insurers may no longer deny an in-person inspection based solely on prior virtual assessments. If a consumer requests an in-person inspection of a damaged vehicle, progressive insurance companies must comply within a reasonable timeframe. This directive aims to protect consumers and maintain transparency in the auto insurance claims process, as emphasized by Deputy Commissioner Keith Nyhan.
The shift towards photo and video submissions has led to this guidance. Commissioner Bettencourt stressed that virtual claims systems should not compromise fairness or thoroughness. Unreasonable delays in providing requested in-person inspections may violate state laws, specifically RSA 417:4, XV(a)(3).
The NHID's directive ensures that consumers have the right to request and receive in-person vehicle inspections, even after initial virtual assessments. Insurers must comply promptly to maintain fairness and transparency in the insurance quotes process.
