# 11 NYCRR 65-3.2: Claim practice principles to be followed by all insurers

- Part of: 11 NYCRR Subpart 65-3 (Insurance Regulation 68-C), Claims for Personal Injury Protection Benefits; 11 NYCRR Part 65 (Insurance Regulation 68)
- Page: https://www.beynensonlaw.com/no-fault-regulations/11-nycrr-65-3-2/
- Source: New York State Department of Financial Services, https://www.dfs.ny.gov/system/files/documents/2024/08/reg68_11_nycrr_65_full_txt.pdf (retrieved 2026-10-04)
- Checked against the Department's list of amendments through 2026-10-04
- Unofficial copy. The official compilation is the New York Codes, Rules and Regulations (NYCRR).
- Each provision below starts with its full path, so (a)(2) is paragraph (2) of subdivision (a). Stable IDs have the form `11nycrr:65-3.2(a)(2)`.

## Text

(a) Have as your basic goal the prompt and fair payment to all automobile accident victims.

(b) Assist the applicant in the processing of a claim. Do not treat the applicant as an adversary.

(c) Do not demand verification of facts unless there are good reasons to do so. When verification of facts is necessary, it should be done as expeditiously as possible.

(d) Hasten the processing of a claim through the use of a telephone whenever it is possible to do so.

(e) Clearly inform the applicant of the insurer’s position regarding any disputed matter.

(f) Respond promptly, when a response is indicated, to all communications from insureds, applicants, attorneys and any other interested persons.

(g) Every insurer shall distribute copies of this regulation to every person directly responsible to it for the handling and settlement of claims for first-party benefits, and every insurer shall satisfy itself that all such personnel are thoroughly conversant with this regulation.

## Historical note

Sec. filed Aug. 2, 2001 eff. Sept. 1, 2001.

## Decisions citing this section (48)

From the beynensonlaw.com case-law database, grouped by the subdivision cited. Highest court first, then most-cited first. Compiled automatically from the text of the decisions.

### Subdivision (a) (4)

- [Viviane Etienne Med. Care, P.C. v Country-Wide Ins. Co. (2015 NY Slip Op 04787)](https://www.beynensonlaw.com/case-law/viviane-etienne-med-care-p-c-v-country-wide-ins-co-2015-ny-slip-op-04787/) — Court of Appeals
- [Pro-Align Chiropractic, P.C. v Travelers Prop. Cas. Ins. Co. (2017 NY Slip Op 27415)](https://www.beynensonlaw.com/case-law/pro-align-chiropractic-p-c-v-travelers-prop-cas-ins-co-2017-ny-slip-op-27415/) — Trial court
- [Garden State Anesthesia Assoc., PA v Progressive Cas. Ins. Co. (2013 NY Slip Op 23332)](https://www.beynensonlaw.com/case-law/garden-state-anesthesia-assoc-pa-v-progressive-cas-ins-co-2013-ny-slip-op-23332/) — Trial court
- [Amato v State Farm Ins. Co. (2010 NY Slip Op 20431)](https://www.beynensonlaw.com/case-law/amato-v-state-farm-ins-co-2010-ny-slip-op-20431/) — Trial court

### Subdivision (b) (13)

- [East Acupuncture, P.C. v Allstate Ins. Co. (2009 NY Slip Op 01191)](https://www.beynensonlaw.com/case-law/east-acupuncture-p-c-v-allstate-ins-co-2009-ny-slip-op-01191/) — Appellate Division, Second Department
- [East Acupuncture, P.C. v Allstate Ins. Co. (2007 NY Slip Op 27109)](https://www.beynensonlaw.com/case-law/east-acupuncture-p-c-v-allstate-ins-co-2007-ny-slip-op-27109/) — Appellate Term, Second Department
- [FJL Med. Servs., P.C. v Nationwide Ins. (2022 NY Slip Op 51213(U))](https://www.beynensonlaw.com/case-law/fjl-med-servs-p-c-v-nationwide-ins-2022-ny-slip-op51213u/) — Appellate Term, Second Department
- [Ezra Supply, Inc. v Nationwide Affinity Ins. Co. of Am. (2022 NY Slip Op 22383)](https://www.beynensonlaw.com/case-law/ezra-supply-inc-v-nationwide-affinity-ins-co-of-am-2022-ny-slip-op-22383/) — Appellate Term, Second Department
- [Allstate Chiropractic, P.C. v Nationwide Affinity Ins. Co. of Am. (2023 NY Slip Op 50299(U))](https://www.beynensonlaw.com/case-law/allstate-chiropractic-p-c-v-nationwide-affinity-ins-co-of-am-2023-nyslip-op-50299u/) — Appellate Term, Second Department
- [Integral Assist Med., P.C. v Tri-State Consumer Ins. Co. (2017 NY Slip Op 50103(U))](https://www.beynensonlaw.com/case-law/integral-assist-med-p-c-v-tri-state-consumer-ins-co-2017-ny-slip-op50103u/) — Appellate Term, Second Department
- [Victory Med. Diagnostics, P.C. v Nationwide Prop. & Cas. Ins. Co. (2012 NY Slip Op 22149)](https://www.beynensonlaw.com/case-law/victory-med-diagnostics-p-c-v-nationwide-prop-cas-ins-co-2012-ny-slip-op-22149/) — Trial court
- [Pro-Align Chiropractic, P.C. v Travelers Prop. Cas. Ins. Co. (2017 NY Slip Op 27415)](https://www.beynensonlaw.com/case-law/pro-align-chiropractic-p-c-v-travelers-prop-cas-ins-co-2017-ny-slip-op-27415/) — Trial court
- [Brownsville Advance Med., P.C. v Country-Wide Ins. Co. (2011 NY Slip Op 52255(U))](https://www.beynensonlaw.com/case-law/brownsville-advance-med-p-c-v-country-wide-ins-co-2011-ny-slip-op52255u/) — Trial court
- [Tarnoff Chiropractic, P.C. v GEICO Ins. Co. (2012 NY Slip Op 50670(U))](https://www.beynensonlaw.com/case-law/tarnoff-chiropractic-p-c-v-geico-ins-co-2012-ny-slip-op-50670u/) — Trial court
- [Amato v State Farm Ins. Co. (2010 NY Slip Op 20431)](https://www.beynensonlaw.com/case-law/amato-v-state-farm-ins-co-2010-ny-slip-op-20431/) — Trial court
- [Advanced Neurological Care, P.C. v State Farm Mut. Auto. Ins. Co. (2012 NY Slip Op 22373)](https://www.beynensonlaw.com/case-law/advanced-neurological-care-p-c-v-state-farm-mut-auto-ins-co-2012-ny-slip-op-22373/) — Trial court
- [MLG Med. P.C. v Nationwide Mut. Ins. Co. (2023 NY Slip Op 23199)](https://www.beynensonlaw.com/case-law/mlg-med-p-c-v-nationwide-mut-ins-co-2023-ny-slip-op-23199/) — Trial court

### Subdivision (c) (24)

- [State Farm Mut. Auto. Ins. Co. v Mallela (2005 NY Slip Op 02416)](https://www.beynensonlaw.com/case-law/state-farm-mut-auto-ins-co-v-mallela-2005-ny-slip-op-02416/) — Court of Appeals
- [Andrew Carothers, M.D., P.C. v Progressive Ins. Co. (2019 NY Slip Op 04643)](https://www.beynensonlaw.com/case-law/andrew-carothers-m-d-p-c-v-progressive-ins-co-2019-ny-slip-op-04643/) — Court of Appeals
- [Carothers v Progressive Ins. Co. (2017 NY Slip Op 02614)](https://www.beynensonlaw.com/case-law/carothers-v-progressive-ins-co-2017-ny-slip-op-02614/) — Appellate Division, Second Department
- [Matter of Travelers Indem. Co. v United Diagnostic Imaging, P.C. (2010 NY Slip Op 03944)](https://www.beynensonlaw.com/case-law/matter-of-travelers-indem-co-v-united-diagnostic-imaging-p-c-2010-ny-slip-op-03944/) — Appellate Division, Second Department
- [Doshi Diagnostic Imaging Servs. v State Farm Ins. Co. (2007 NY Slip Op 27193)](https://www.beynensonlaw.com/case-law/doshi-diagnostic-imaging-servs-v-state-farm-ins-co-2007-ny-slip-op-27193/) — Appellate Term, Second Department
- [Eagle Surgical Supply, Inc. v Progressive Cas. Ins. Co. (2008 NY Slip Op 28342)](https://www.beynensonlaw.com/case-law/eagle-surgical-supply-inc-v-progressive-cas-ins-co-2008-ny-slip-op-28342/) — Appellate Term, Second Department
- [Omega Diagnostic Imaging, P.C. v MVAIC (2010 NY Slip Op 51779(U))](https://www.beynensonlaw.com/case-law/omega-diagnostic-imaging-p-c-v-mvaic-2010-ny-slip-op-51779u/) — Appellate Term, First Department
- [Village Med. Supply, Inc. v Travelers Prop. Cas. Ins. Co. (2018 NY Slip Op 51311(U))](https://www.beynensonlaw.com/case-law/village-med-supply-inc-v-travelers-prop-cas-ins-co-2018-ny-slip-op51311u/) — Appellate Term, First Department
- [Statewide Med. Acupuncture Servs., PC v Travelers Ins. Co. (2005 NY Slip Op 51773(U))](https://www.beynensonlaw.com/case-law/statewide-med-acupuncture-servs-pc-v-travelers-ins-co-2005-ny-slip-op-51773u/) — Trial court
- [Lenox Hill Radiology & MIA P.C. v Global Liberty Ins. (2008 NY Slip Op 28197)](https://www.beynensonlaw.com/case-law/lenox-hill-radiology-mia-p-c-v-global-liberty-ins-2008-ny-slip-op-28197/) — Trial court
- [Matter of Andrew Carothers, M.D., P.C. v Insurance Cos. Represented by Bruno, Gerbino & Soriano LLP (2006 NY Slip Op 26372)](https://www.beynensonlaw.com/case-law/matter-of-andrew-carothers-m-d-p-c-v-insurance-cos-represented-by-bruno-gerbino-soriano-llp-2006-ny-slip-op-26372/) — Trial court
- [Victory Med. Diagnostics, P.C. v Nationwide Prop. & Cas. Ins. Co. (2012 NY Slip Op 22149)](https://www.beynensonlaw.com/case-law/victory-med-diagnostics-p-c-v-nationwide-prop-cas-ins-co-2012-ny-slip-op-22149/) — Trial court
- [Pro-Align Chiropractic, P.C. v Travelers Prop. Cas. Ins. Co. (2017 NY Slip Op 27415)](https://www.beynensonlaw.com/case-law/pro-align-chiropractic-p-c-v-travelers-prop-cas-ins-co-2017-ny-slip-op-27415/) — Trial court
- [Garden State Anesthesia Assoc., PA v Progressive Cas. Ins. Co. (2013 NY Slip Op 23332)](https://www.beynensonlaw.com/case-law/garden-state-anesthesia-assoc-pa-v-progressive-cas-ins-co-2013-ny-slip-op-23332/) — Trial court
- [Cambridge Med., P.C. v Nationwide Prop. & Cas. Ins. Co. (2008 NY Slip Op 50629(U))](https://www.beynensonlaw.com/case-law/cambridge-med-p-c-v-nationwide-prop-cas-ins-co-2008-ny-slip-op50629u/) — Trial court
- [American Tr. Ins. Co. v PDA NY Chiropractic, P.C. (2023 NY Slip Op 50938(U))](https://www.beynensonlaw.com/case-law/american-tr-ins-co-v-pda-ny-chiropractic-p-c-2023-ny-slip-op50938u/) — Trial court
- [Urban Radiology, P.C. v GEICO Ins. Co. (2010 NY Slip Op 51554(U))](https://www.beynensonlaw.com/case-law/urban-radiology-p-c-v-geico-ins-co-2010-ny-slip-op-51554u/) — Trial court
- [Custom Orthotics, Ltd. v Government Empls. Ins. Co. (2009 NY Slip Op 29317)](https://www.beynensonlaw.com/case-law/custom-orthotics-ltd-v-government-empls-ins-co-2009-ny-slip-op-29317/) — Trial court
- [SCOB, LLC v Liberty Mut. Ins. Co. (2026 NY Slip Op 51484(U))](https://www.beynensonlaw.com/case-law/scob-llc-v-liberty-mut-ins-co-2026-ny-slip-op-51484u/) — Trial court
- [Medical Supply of NY Direct Servs. Corp. v State Farm Ins. Co. (2026 NY Slip Op 50513(U))](https://www.beynensonlaw.com/case-law/medical-supply-of-ny-direct-servs-corp-v-state-farm-ins-co-2026-ny-slip-op-50513u/) — Trial court
- [Flatbush Acupuncture P.C. v Repwest Ins. Co. (2025 NY Slip Op 25032)](https://www.beynensonlaw.com/case-law/flatbush-acupuncture-p-c-v-repwest-ins-co-2025-ny-slip-op-25032/) — Trial court
- [Burke 2 Physical Therapy, P.C. v State Farm Mut. Auto. Ins. Co. PIP/BI Claims (2021 NY Slip Op 50523(U))](https://www.beynensonlaw.com/case-law/burke-2-physical-therapy-p-c-v-state-farm-mut-auto-ins-co-pip-bi-claims-2021ny-slip-op-50523u/) — Trial court
- [Arthur Ave. Med. Servs., PC v GEICO Ins. Co. (2021 NY Slip Op 21108)](https://www.beynensonlaw.com/case-law/arthur-ave-med-servs-pc-v-geico-ins-co-2021-ny-slip-op-21108/) — Trial court
- [Lenox Hill Radiology v Global Liberty Ins. Co. of N.Y. (2017 NY Slip Op 50978(U))](https://www.beynensonlaw.com/case-law/lenox-hill-radiology-v-global-liberty-ins-co-of-n-y-2017-ny-slip-op50978u/) — Trial court

### Subdivision (d) (1)

- [Sky Med. Supply Inc. v ELRAC Inc. (2014 NY Slip Op 24232)](https://www.beynensonlaw.com/case-law/sky-med-supply-inc-v-elrac-inc-2014-ny-slip-op-24232/) — Trial court

### Subdivision (e) (7)

- [Matter of Global Liberty Ins. Co. of N.Y. v Avangard Supply, Inc. (2020 NY Slip Op 06855)](https://www.beynensonlaw.com/case-law/matter-of-global-liberty-ins-co-of-n-y-v-avangard-supply-inc-2020-ny-slip-op06855/) — Appellate Division, First Department
- [A.B. Med. Servs., PLLC v American Tr. Ins. Co. (2009 NY Slip Op 52513(U))](https://www.beynensonlaw.com/case-law/a-b-med-servs-pllc-v-american-tr-ins-co-2009-ny-slip-op52513u/) — Appellate Term, Second Department
- [Boai Zhong Yi Acupuncture Servs. P.C. v Progressive Cas. Ins. Co. (2006 NY Slip Op 26485)](https://www.beynensonlaw.com/case-law/boai-zhong-yi-acupuncture-servs-p-c-v-progressive-cas-ins-co-2006-ny-slip-op-26485/) — Appellate Term, Second Department
- [Victory Med. Diagnostics, P.C. v Nationwide Prop. & Cas. Ins. Co. (2012 NY Slip Op 22149)](https://www.beynensonlaw.com/case-law/victory-med-diagnostics-p-c-v-nationwide-prop-cas-ins-co-2012-ny-slip-op-22149/) — Trial court
- [Pro-Align Chiropractic, P.C. v Travelers Prop. Cas. Ins. Co. (2017 NY Slip Op 27415)](https://www.beynensonlaw.com/case-law/pro-align-chiropractic-p-c-v-travelers-prop-cas-ins-co-2017-ny-slip-op-27415/) — Trial court
- [Lenox Hill Radiology & MIA, P.C. v Hereford Ins. Co. (2021 NY Slip Op 21157)](https://www.beynensonlaw.com/case-law/lenox-hill-radiology-mia-p-c-v-hereford-ins-co-2021-ny-slip-op-21157/) — Trial court
- [Custom Orthotics, Ltd. v Government Empls. Ins. Co. (2009 NY Slip Op 29317)](https://www.beynensonlaw.com/case-law/custom-orthotics-ltd-v-government-empls-ins-co-2009-ny-slip-op-29317/) — Trial court

### Subdivision (f) (2)

- [Victory Med. Diagnostics, P.C. v Nationwide Prop. & Cas. Ins. Co. (2012 NY Slip Op 22149)](https://www.beynensonlaw.com/case-law/victory-med-diagnostics-p-c-v-nationwide-prop-cas-ins-co-2012-ny-slip-op-22149/) — Trial court
- [Custom Orthotics, Ltd. v Government Empls. Ins. Co. (2009 NY Slip Op 29317)](https://www.beynensonlaw.com/case-law/custom-orthotics-ltd-v-government-empls-ins-co-2009-ny-slip-op-29317/) — Trial court

### Section cited without a subdivision (7)

- [Westchester Med. Ctr. v Progressive Cas. Ins. Co. (2008 NY Slip Op 04867)](https://www.beynensonlaw.com/case-law/westchester-med-ctr-v-progressive-cas-ins-co-2008-ny-slip-op-04867/) — Appellate Division, Second Department
- [Westchester Med. Ctr. v Progressive Cas. Ins. Co. (2007 NY Slip Op 09770)](https://www.beynensonlaw.com/case-law/westchester-med-ctr-v-progressive-cas-ins-co-2007-ny-slip-op-09770/) — Appellate Division, Second Department
- [Greater Buffalo Acc. & Injury Chiropractic, P.C. v Geico Cas. Co. (2019 NY Slip Op 06349)](https://www.beynensonlaw.com/case-law/greater-buffalo-acc-injury-chiropractic-p-c-v-geico-cas-co-2019-ny-slip-op-06349/) — Appellate Division, Fourth Department
- [West Tremont Med. Diagnostics, P.C. v GEICO (2005 NY Slip Op 25176)](https://www.beynensonlaw.com/case-law/west-tremont-med-diagnostics-p-c-v-geico-2005-ny-slip-op-25176/) — Trial court
- [MSB Physical Therapy, P.C. v Nationwide Ins. (2021 NY Slip Op 50750(U))](https://www.beynensonlaw.com/case-law/msb-physical-therapy-p-c-v-nationwide-ins-2021-ny-slip-op-50750u/) — Trial court
- [LK Health Care Prods. Inc v GEICO Gen. Ins. Co. (2013 NY Slip Op 50810(U))](https://www.beynensonlaw.com/case-law/lk-health-care-prods-inc-v-geico-gen-ins-co-2013-ny-slip-op50810u/) — Trial court
- [Ave T MPC, Corp. v Progressive Ins. Co. (2007 NY Slip Op 51760(U))](https://www.beynensonlaw.com/case-law/ave-t-mpc-corp-v-progressive-ins-co-2007-ny-slip-op-51760u/) — Trial court