Private Passenger Performance Standards

The Private Passenger Performance Standards provide Assigned Risk Companies 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.

Current Version

Previous Versions


Current Version - 2023

On August 29, 2023, modifications to the Private Passenger Performance Standards were approved by the Division of Insurance.
For further information, refer to the following:

Order - August 29, 2023

Memorandum of Changes

Private Passenger Performance Standards

Private Passenger Performance Standards

Below are links to the individual sections of the Private Passenger Performance Standards:


Table of Contents


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/Involuntary Claim Handling Differential

Standard V: Expenses

Measurements & Penalties


The Appendices to the Private Passenger 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-E

Appendix I: CAR Compliance Audit Claim Review Process

Appendix J: CAR SIU File Review Process - MAIP Policies

Appendix K: Compliance Audit Claim Questionnaire

Word Document Downloadable Questionnaire

Appendix L: Industry Best Practices – Performance Standards

Appendix M: NAIC Standards

Appendix N: Division of Insurance, Bulletin 2017-06

Full Manual

The 2023 Private Passenger Performance Standards and Appendices have been combined into one .pdf document for easier printing.
PDF DocumentPrintable Private Passenger Performance Standards

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