Rhode Island Sets New Professional Courtesy Standards for Insurance Adjusters

The Rhode Island Department of Business Regulation’s Insurance Division has released Insurance Bulletin Number 2024-2, outlining expected professional courtesies for property and casualty insurance adjusters and companies during the claims process. This directive aims to reinforce standards of communication and conduct that ensure claimants and their legal representatives are treated with the respect and professionalism they deserve.

The Bulletin mandates four specific actions to be consistently followed by licensed insurers and their adjusters, with a failure to comply being viewed as a violation of R.I. Gen. Laws § 27-9.1-4(a)(2, 3, or 4). These regulations are designed to facilitate better handling of claims, investigations, and settlements in a prompt, fair, and equitable manner. The outlined expectations include:

1.) Notification of a change in the assigned claim adjuster within ten business days, including new contact information.

2.) Assurance that claim-related communications provide a response channel for email replies to be effectively monitored.

3.) Provision of the adjuster’s supervisor’s contact information upon request from a claimant or their legal representative.

4.) Acknowledgment of receipt of legal representation notices for claimants, along with the provision of relevant contact information for any assigned adjuster or insurer employee involved.

These guidelines serve as a reminder of the crucial role of professionalism and clear communication in the insurance claims process, reinforcing the Insurance Division’s commitment to protecting the interests of claimants. Insurance companies and adjusters operating in Rhode Island are now under increased scrutiny to adhere to these standards, with the goal of enhancing the overall claims experience for all parties involved.