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.

Other than in cases of claims for the Daily Credit or Food/Medicine Compensation arising from an outage lasting 96 hours or more, the Company seeks 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 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:

For Personal Injury

  • Copy of medical records

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

  • Tax records and/or bank statements
  • Payroll records
  • Revenue and expenses statements
  • Sales receipts
For Miscellaneous Losses
  • 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.

Property and Casualty Claim Form

Are you filing for the Food/Medicine Spoilage Compensation arising from an outage of 96 hours or more?

If you are filing for the Spoilage Compensation credit, would you prefer to receive compensation via check or a bill credit?

Are you applying for the $25 Daily Outage Credit?

Description of Property Damaged

1. Claim Item

Item
Model / Serial Number
Age
Repair Cost
Fair Market Value
Amount Claimed

Other Losses: (lost wages, lost revenue, medical expenses, etc.)

 

Witness Information:

UI Employee?

Have you filed a claim with your insurance carrier?

Name of company and agent:

If we have questions regarding your claim, how would you like to be contacted?

I understand that UI will review all documentation in support of the claim. I certify that the foregoing is true and correct.