Submit a Claim

If you have suffered a loss or personal injury and believe UI 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 UI to evaluate the circumstances surrounding the incident alleged to have caused the loss.

 

In general, UI is 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)

Daily Outage Credit - Customers experiencing a power outage of 120 consecutive hours or more as the result of an emergency event will automatically receive a bill credit of $25 for each 24 consecutive hour period you remain without power after the initial 96 hours (96 hrs + 24 hrs = 120 hrs). In general, the Daily Outage Credit will be applied to eligible customers’ first billing statement no later than sixty (60) days from the Company’s substantial completion of restoration after the emergency event.

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 UI will review the claim.

Food/Medicine Spoilage Compensation - UI will provide compensation in the amount of $250.00 to customers for spoiled food and/or medicine caused by a power outage lasting 96 consecutive hours or more after an emergency event.

Unlike the Daily Outage Credit, this compensation is not automatic and customers who believe they are eligible must submit a completed claim form in order to receive the Spoilage Compensation.

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 the Company’s policy to respond to claims promptly and fairly. UI evaluates each claim based on the information you provide and investigates 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.

An analyst will contact you about your claim within seven (7) business days after submission. Claims generally take 30-45 business days to resolve, however, the process may take longer if your claim is complex or if additional information/investigation is required. We will notify you in writing with a decision when our investigation is complete. If you have any questions during this process, call 866.577.3787 , press Option 3. or e-mail uilclaims@uinet.com.

Who is responsible for damages?

Other than in cases of claims for the Daily 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 UI may gather from its own investigation. Based on this information, the Company will determine its 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 UI is responsible, UI 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, UI will pay damage claims only when there is clear evidence that UI was 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:

 

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.