Customer Support

Claims Services Policy & Process

Overview

We understand that you have experienced a loss and that you believe we may be responsible for that loss. In order to more efficiently process your claim, we ask that you print out and complete a Claim Application for your state. It is very important that you provide a complete and detailed description of the incident that you believe caused your loss. It is also necessary that all invoices or receipts for proof of loss accompany the completed Claim Application. The information provided will be subject to review, and you will be contacted upon completion of our investigation. We will make every effort to process your claim as quickly as possible. However, depending on the complexity of the required investigation, processing time could take 90 days or more. You are responsible for mitigating further loss/damage resulting from the event referenced in your Claim Application. Should you require immediate assistance, you may choose to contact your insurance carrier.

Each state’s Public Utilities Commission has approved the basis for claim approval and payment. Xcel Energy constructs operates and maintains its natural gas and electric systems in such a manner to furnish good, safe, adequate, and continuous service in accordance with the Rules and Regulations of each state’s Public Utilities Commission. However, the Commissions’ Rules and Regulations provide that Xcel Energy is not liable for damages resulting from outages, interruptions, surges, shortages, or insufficiency in the supply of natural gas or electricity, or for any injury or property loss due to contingencies beyond our control. This may involve but is not limited to, accidents, breakdown or damage to equipment, Acts of God, floods, storms, fires, or strikes. In addition, Xcel Energy, whenever it is found necessary for the purpose of making repairs or improvements to its system, must temporarily suspend service. Unfortunately, compensation for these interruptions is not available from Xcel Energy. However, your insurance may cover your loss.

In order to evaluate your claim, we need you to provide certain information about the incident. Providing information in writing will allow us to expedite consideration of your claim.

Claims Services Policy & Process FAQ

What is Xcel Energy's claims policy and process? What is Xcel Energy's claims policy and process?
What types of claims is Xcel Energy responsible for? What types of claims is Xcel Energy responsible for?
What is my responsibility as a claimant? What is my responsibility as a claimant?
Is there a time limit on filing a claim? Is there a time limit on filing a claim?
Do I have any other claims options? Do I have any other claims options?
How do I submit a claim? How do I submit a claim?
How can I contact the Xcel Energy Claims Department? How can I contact the Xcel Energy Claims Department?

Tariffs

Colorado

  • Electric - Sheet R100/Sheet R48 – Electric System Operations and Maintenance/Liability

Company will not be liable for interruption, shortage or insufficiency in the supply of electric service, or for any injury, loss, or damage occasioned thereby, if same is due to causes or contingencies beyond the control of the Company including but not limited to accidents, breakdown of equipment, acts of God, authority and orders of government, floods, storms, fires, strikes, riots, or war. The Company whenever it shall find it necessary for the purpose of making repairs or improvements to its system will have the right to temporarily suspend the delivery of electric service.

  • Gas – Sheet R12/R17 – Liability/System Operation and Maintenance

The Company will exercise reasonable diligence and care to furnish and deliver a continuous and sufficient supply of natural gas and to avoid any shortage of same and, excepting interruptible service, interruption of same. However, The Company will not be liable for interruption, shortage, or insufficiency in the supply of natural gas, or for any injury, loss, or damage occasioned thereby, if same is due to causes or contingencies beyond the control of the Company including but not limited to accidents, breakdown of equipment, acts of God, authority and orders of government, flood, storms, fires, strikes, riots, or war. The Company, whenever it shall find it necessary for the purpose of making repairs or improvements to its systems, will have the right to temporarily suspend the delivery of natural gas.

Texas and New Mexico

  • Electric – Rule 6 – Continuity of Service

Company will be liable to Customers for any damages occasioned by irregularities or interruptions only when such damages are the result of negligence on the part of Company. The Company shall not be liable to the Customer nor shall the Customer be liable to the Company by reason of failure of the Company to deliver or the Customer to receive electrical energy as the result of fire, strike, riot, explosion, flood, accident, breakdown, acts of God, the public enemy, or other conditions beyond the control of the party affected; it being the intention of each party to relieve the other of the obligation to supply or receive energy when, as a result of any of the above mentioned causes, either party may be unable to delivery or use, in whole or in part, electrical energy to be delivered or received.

Minnesota, North Dakota, and South Dakota

The Company will endeavor to provide continuous service but does not guarantee an uninterrupted or undisturbed supply of electric service. The Company shall not be responsible for any loss or damage resulting from the interruption or disturbance of service for any cause other than gross negligence of the Company. The Company shall not be liable for any loss of profits or other consequential damages resulting from the use of service or any interruption or disturbance of service.

The Company will endeavor to provide continuous service but does not guarantee an uninterrupted or undisturbed supply of gas. The Company shall not be responsible for any loss or damage resulting from the interruption or disturbance of service for any cause other than the gross negligence of the Company. The Company shall not be liable for any loss of profits or other consequential damages resulting from the use of service or any interruption or disturbance of service.

Wisconsin

  • Electric – Sheet E88 section 4.6 - Continuity of Service

The Company will use all reasonable care to provide continuous service but does not assume responsibility for a regular and uninterrupted supply of electric service and shall not be liable for any loss, injury, or damage resulting from the use of service, or arising from or caused by the interruption or curtailment of the same.

  • Gas – Sheet G38 section 4.4 - Continuity of Service

The Company will use all reasonable care to provide continuous service but does not assume responsibility for a regular and uninterrupted supply of gas service and shall not be liable for any loss, injury, or damage resulting from the use of service, or arising from or caused by the interruption or curtailment of the same.

Michigan

  • Electric – Sheet C-8.0 section C2.11 - Nature and Quality of Service

The company shall not be liable for interruptions in the service, phase failure or reversal or variations in the service characteristics, or for any loss or damage of any kind or character occasioned thereby, due to causes or conditions beyond the Company’s control.

  •  Gas – Sheet C-22.0 section C3.4 - Limitation of liability

The Company shall, when acting reasonably and prudently in accordance with these rules, not be liable for any loss, cost, damage, injury, or expense that may be sustained by customer by reason of partial or complete curtailment of gas service.

Energy Saving Tip

Make sure to regularly change the air filters on your HVAC system (at least once per month). Old, clogged filters are far less efficient than new ones.

contact_GRAY@2x.png

Call 811 Before You Dig

The safe and legal way to dig is to know what's below ground before you start.

Xcel Energy MaritzCX

We'd welcome your feedback!

Thank you for visiting Xcel Energy. You have been selected to participate in a brief customer satisfaction survey to let us know how we can improve your experience.

The survey is designed to measure your entire experience, so please look for it at the conclusion of your visit

This survey is conducted by an independent company MaritzCX, on behalf of the site you are visiting.

Privacy Policy