Several changes are especially important for people injured in car accidents and other incidents involving insurance claims. The new rules address how quickly insurers must respond. They also address lengthy investigations, requests for information, and an insured’s ability to request portions of the insurance company’s claim file.
Here are some of the most important changes Washington consumers should know about.
1. Insurers Will Have to Better Explain Why an Investigation Is Taking More Than 30 Days
Washington has long required insurers to complete claim investigations within 30 days when reasonably possible. Beginning October 18, 2026, insurers will face more specific requirements when they need additional time.
Under the amended WAC 284-30-370, an insurer must act when it cannot finish an investigation within 30 calendar days. The insurer must tell the claimant in writing why it needs more time.
If the claim remains unresolved, the insurer generally must send another written notice every 30 days. Each notice must explain why the investigation remains incomplete.
The notices also must provide meaningful information about the investigation’s status. For example, the insurer may need to identify information it still needs or significant actions affecting the claim.
If a new adjuster takes over the file, the insurer must address that change too. The update must confirm that the new adjuster reviewed the file and can continue the investigation.
This change matters because injured people often hear that a claim is simply “still under review.” The amended rule requires insurers to provide more information about what is actually causing the delay.
2. Insureds Will Have a New Right to Request Their First-Party Claim File
One of the most significant changes appears in WAC 284-30-340.
Beginning October 18, insureds may request portions of their first-party claim file from their own insurance company at reasonable intervals.
Depending on the claim, the file may contain claim notes, written reports, estimates, photographs, videos, and statements. It may also contain contractor reports, engineering reports, and other documents or communications.
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