Commercial Performance Standards
The Commercial Performance Standards provide Servicing Carriers information designed to contain costs, ensure prompt customer service and timely
payment of legitimate claims, and prevent the payment of inflated, fraudulent and unwarranted claims.
Previous Version - 2019
On April 26, 2019, modifications to the Commercial Performance Standards were approved by the Division of Insurance.
For further information, refer to the following:
Order - April 26, 2019
Memorandum of Changes
Commercial Performance Standards
Commercial Performance Standards
Below are links to the individual sections of the Commercial Performance Standards:
Cover
Table of Contents
Introduction
Standard I: Motor Vehicle Physical Damage & Property Damage Liability Claims
Standard II: Bodily Injury & Uninsured/Underinsured Motorist
Standard III: No-Fault Personal Injury Protection Benefits Handling
Standard IV: Voluntary/Ceded Claim Handling Differential
Standard V: Expenses
Measurements & Penalties
Appendices
The Appendices to the Commercial Performance Standards document audit and SIU procedures used to verify compliance with the Performance Standards
and contain copies of statutes and regulations that are referenced in the Performance Standards.
Appendix A: CAR SIU Standards
Appendix B: 211 CMR 123.00
Appendix C: Direct Payment Plan
Appendix D: 212 CMR 2.04
Appendix E: 211 CMR 133.00
Appendix F: 211 CMR 94.00
Appendix G: Chapter 90D, Section 20
Appendix H: Chapter 175, Section 24D
Appendix I: CAR Compliance Audit Claim Review Process
Appendix J: CAR SIU File Review Process
Appendix K: Compliance Audit Claim Questionnaire
Appendix L: Industry Best Practices – Performance Standards
Appendix M: NAIC Standards
Appendix N: Division of Insurance, Bulletin 2017-06
Full Manual