If you have suffered a loss or personal injury and believe we may be responsible, you are entitled to submit a claim seeking compensation. Customer claims for compensation must be supported by information and evidence that allows us to evaluate the circumstances surrounding the incident alleged to have caused the loss.
In general, we are not responsible for damages that are caused by your use of electricity on your premises, or that are the result of circumstances beyond the company's control. For example, except as set forth below, the Company is not responsible for power outages or voltage fluctuations caused by weather-related conditions (such as lightning, hail, or wind) or other acts of nature, or accidents beyond our control (such as automobiles striking poles) that cause a loss or damage.
Credits and Claims for Power Outages Lasting at least 96 consecutive hours (4 days)
Food/Medicine Spoilage Compensation
We will provide compensation in the amount of $250 to customers for spoiled food and/or medicine caused by a power outage lasting 96 consecutive hours or more after an emergency event.
Compensation is not automatic and customers who believe they are eligible must submit a completed claim form in order to receive the Spoilage Compensation.
Daily Outage Credit
Eligible customers do not need to submit a claim to receive the Daily Outage Credit – credits will be applied to accounts automatically. If, however, you believe you were without power for 120 consecutive hours or more and did not receive the automatic credit, you may submit a claim for the Daily Outage Credit and we will review the claim. In general, the Daily Outage Credit will be applied to eligible customers’ first billing statement no later than 60 days from completion of restoration after the emergency event.
Customer Appeals Process
A customer will have an opportunity to appeal if a claim is denied. Upon an appeal the file will be reopened and assigned to a Claims management analyst for review. If claim’s denial is upheld the decision will be sent to the customer in writing.
Frequently Asked Questions About Filing a Claim
What is your claims policy and process?
It is our policy to respond to claims promptly and fairly. We evaluate each claim based on the information you provide and investigate case-by-case (which may involve the review of records, interviews of employees or witnesses, and a technical evaluation). This can take some time depending on the complexity of the incident and the quality of information you provide.
Other than in cases of claims for the Daily Outage Credit or Food/Medicine Compensation arising from an outage lasting 96 hours or more, we seek to reach a decision on your claim within 30-45 business days of receipt of your completed claim form. However, if there are complex issues involved or if we need additional information, the process may take longer. When our investigation is complete, we will notify you in writing with our conclusion. If during this process you have any questions, call 866.577.3787.
Who is responsible for damages?
Other than in cases of claims for the Daily Outage Credit or Food/Medicine Compensation, determination of liability and any resulting payment for damages will be based using the information you provide, as well as any follow-up information we may gather from our own investigation. Based on this information, we will determine our responsibility for damages, if any, under applicable legal standards and the Company’s tariff, including its Terms and Conditions of Service approved by the Public Utilities Regulatory Authority.
You also have a responsibility in this process. You should retain copies of all receipts so you can provide full and accurate documentation of any loss or damage suffered. Generally, if we are responsible, we will pay the repair costs or the fair market value of an item based on its age and condition. Other than the Daily Outage Credit and Spoilage Compensation, we will pay damage claims only when there is clear evidence that we were negligent.
You must also mitigate your damages, which means that you have the duty to try to minimize the loss (such as obtaining ice to prevent food spoilage during extended outages) and to make sure that losses or expenses incurred because of an incident (such as storage costs, car rentals, wage loss, etc.) are not accumulating needlessly and that they are reasonable in relation to the loss.
Claimants are expected to mitigate their damages, which means that you have the duty to try to minimize the loss and to make sure that losses or expenses incurred because of an incident (such as storage costs, car rentals, wage loss, etc.) are not accumulating needlessly and that they are reasonable in relation to the loss.
What supporting documentation is needed?
You can help us to quickly process your claim by completing the claim form as thoroughly as possible. You may be asked to provide photographs as appropriate, and complete and accurate supporting documentation, such as:
For Personal Injury
For Lost Wages
- The amount of time that you were unable to work
- Payroll stubs showing your hourly or daily pay rate
For Food or Medicine Spoilage
- Evidence or an explanation of why UI should be held liable for the alleged loss.
- An itemized list of the spoiled perishable food or medicine along with any supporting proof to document the loss. Examples of acceptable supporting documentation would include receipts or photos of the spoiled items. Please Note: We evaluate food spoilage complaints based on the recommended guidelines from the U.S. Food and Drug Administration.
For Property Damage
- Detailed repair estimates and/or purchase records. Please note: Do not discard property until claim has been resolved as it may be necessary to have items reviewed by a qualified service technician.
For Lost Revenues
For Miscellaneous Losses
- Tax records and/or bank statements
- Payroll records
- Revenue and expenses statements
- Sales receipts
- Hotel and restaurant receipts
What are your claim options?
You may wish to refer your claim to your insurance company. The insurer may be able to reimburse you for losses without an investigation. If so, your insurer and UI can then determine whether or not UI has any responsibility for the damages and, if so, agree on the amount due.
Please complete the Property and Casualty Claim Form below, adding each item to be included with your claim.