On November 4, 2026, the Oregon Division of Financial Regulation (Division) issued Bulletin No. DFR 2026-10 regarding unfair claim settlement practices relating to the use of virtual claim adjustment systems and mobile applications for auto, homeowners, and dwelling property insurance. Effective immediately, this bulletin replaces Bulletin No. DFR 2020-4.
Among other provisions, the Division reminds insurers that refusing to pay claims without conducting a reasonable investigation based on all available information, including information that may only be available upon in-person inspection, is unlawful. Insurers may not deny a claimant’s request for an in-person adjuster because of the claimant's initial election to use a virtual system. Additionally, it is an unfair claim settlement practice to systematically make initial settlement offers substantially lower than the cost of covered repairs and to rely on insureds to dispute the initial offers.
Insurers may only require policyholders to submit claims through a mobile application if this requirement is disclosed at application and stated in the policy. Insurers may not require third-party claimants to use mobile applications for submitting claims. A violation of the Insurance Code may result in civil penalties up to $10,000 per violation.
Please see Bulletin No. DFR 2026-10 for more information.