Frequently Asked Questions
Filing a Claim
How does the claim process work?
Upon receipt of a notification of a claim to PSEG Long Island, a claim form will be sent for completion. Upon our receipt of your completed claim form with required documentation (i.e. proofs of loss), an investigation as to the merits of your claim will be initiated. Each matter is investigated to determine the circumstances, as each decision is made based on the facts of the case being presented. Our decision will be communicated upon completion of the investigation.
Who has the right to submit or file a claim?
The actual owners of the damaged property or the person injured have the right to file a claim for their damages.
How long do I have to file a claim?
We encourage claimants to file as soon as possible.
When will the investigation begin?
The investigation will begin upon return of the completed and signed claim form with required documentation (i.e. proofs of loss).
What are proofs of loss?
Examples of proofs loss include (but are not limited to):
- Receipts; Enclose a written repair bill or estimate for each damaged item. If items are not repairable, enclose a statement from a repairman stating the cost to repair them would exceed the cost to replace them along with a copy of the original purchase receipt or a written estimate of the replacement cost. Depreciation is taken on replacement items.
- Proposals/Estimates; minimum of two estimates each should detail a breakdown of the materials and labor charges.
- Color photos of damages/items and overall area where damage occurred (both zoomed in and panned out).
- Spoiled food, medicine or other perishable merchandise should not be held for inspection but should be photographed, inventoried, listed and disposed of according to good sanitary practice. It is important to retain replacement receipts as proof of loss.
Should I wait for completion of the investigation to repair or replace the damages claimed?
No, you do not have to wait for the completion of the investigation. Claimants should make repairs or replace items to limit future damages and mitigate their losses.
Are proofs of loss required in order for a decision to be rendered?
Proofs of loss are pertinent to the investigation as they prove existence of the damages claimed and quantify the damages being sought. A final decision will not be rendered until all required proofs of loss have been received. Requests for such proof shall not be construed as an agreement or promise to pay a claim.
How long will the investigation take?
It is our goal to complete the investigation and render a final decision within 30-45 business days from the date the completed claim form is received by the company. However, more complex claims may require additional time and you will be advised accordingly.
What types of claims are covered?
It is our policy to investigate claims in order to determine if our conduct or inaction was unreasonable under the circumstances. The investigation will determine if your claim is accepted or denied. PSEG Long Island will take responsibility for damages that occur due to our negligence.
What types of claims are not covered?
Please note that our Company, like all other utilities, cannot guarantee continuity of electric service. This is outlined in the Terms and Conditions of the Long Island Power Authority’s (LIPA) Tariff for Electric Service on file with the State of New York and approved by the New York State Department of Public Service. Therefore, PSEG Long Island will not be liable for damages caused by certain occurrences that are beyond our control. Some common causes of claims for which PSEG Long Island does not pay are:
- Acts of God like weather-related conditions (ice, wind, lightning) and animal contacts (squirrels)
- Equipment failure
- Damage to PSEG Long Island equipment by others
Does PSEG Long Island cover losses on behalf of third parties or of PSEG Long Island's contractors/subcontractors?
Claims relating to damages, interruptions of service which result from acts of third parties, such as contractor dig ups or motor vehicle pole hits, are not paid by PSEG Long Island. Contractors hired by PSEG Long Island are responsible for their own operations and carry mandatory liability insurance. Claims relating to contractor activities will be referred to the contractor and its insurer for processing.
May I withhold payment to PSEG Long Island for billed services until the investigation is concluded?
No. monthly billing statements are for electric service that you already used. Customers are cautioned not to withhold payment of electric bills pending a decision on a claim. Withholding payment for electric services could ultimately result in a collection action, including the discontinuance of service.
Will PSEG Long Island inspect damages claimed, repair damages claimed or hire a contractor to repair damages claimed?
PSEG Long Island does not engage in the repair of property of others, allegedly damaged due to its operation, nor will it inspect damaged appliances or goods for the purpose of determining the nature or extent of damage. Such inspections and repairs must be performed by contractors or agents of the claimant’s choice. PSEG Long Island does not recommend contractors or repair agencies. However, PSEG Long Island may inspect or appraise damaged property for the purpose of determining fair and reasonable value.
When/if the investigation determines a claim is payable, how will the claim be resolved?
If we are responsible, we will pay for the reasonable cost to repair or replace the damaged items. If you have replaced the items, we will pay you the actual cash value (ACV) of the original item, which is the present replacement cost minus depreciation. Waiver of inspection does not constitute agreement as to the fair and reasonable value of the damaged property.