Delaware Insurance Commissioner Trinidad Navarro has updated a bulletin to remind insurance adjusters that solicitation of business from consumers during a loss-producing event is prohibited by state law, with penalties for violations. The bulletin also emphasizes the need for insurers to educate policyholders about the roles of adjusters and contractors in the claims settlement process. Navarro encourages insurers to clarify the distinctions between company adjusters, independent adjusters, and public adjusters to policyholders. The bulletin also includes guidelines for contractors under Delaware law. Additionally, Navarro issued a separate bulletin warning about the risks of using artificial intelligence (AI) in the claims process. While AI can improve customer service, it can also present unique risks such as inaccuracy, unfair discrimination, and lack of transparency. Delaware is one of 22 jurisdictions that adopted guidance on AI similar to the NAIC Model Bulletin. Navarro emphasizes consumer protection as a top priority in adopting these guidelines.
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