Understanding PG&E claims policy and process

Use the following guidelines when providing documentation:

• Property damage. Detailed repair estimates and/or invoices or purchase records; other documentation such as photographs.
• Lost revenues. Tax records and/or bank statements, payroll records; revenue and expense statements; sales receipts.
• Lost wages. The amount of time you were unable to work due to personal injury; verification of lost time from your employer and/or payroll stubs showing your hourly or daily pay rate.

NOTE: You cannot receive compensation for the time spent pursuing your claim.

• Miscellaneous losses. Hotel, restaurant and car rental receipts.
• Personal injury. Copy of medical records and receipts.
• Food spoilage. An itemized list of the cost and type of spoiled perishable food; receipts or other documentation.

NOTE: We evaluate food spoilage complaints based on the following recommended guidelines from the U.S. Department of Agriculture (USDA)

• Fully stocked freezers usually keep food frozen for two days after losing power.
• Half-full freezers usually keep food frozen for about one day.
• Refrigerators usually keep food cold for up to four hours if the door remains unopened.

Complete the following steps to submit your claim online:

1. Complete our online form at PG&E Claims.
2. Scan and email any additional supporting documents we request to ClaimDocs@pge.com.
   Files must be less than 10MB and one of the following file types: .pdf,.txt,.doc,.docx,.xls,.xlsx,.jpg or png.
3. Include your claim number in the subject line.

NOTE: Use the email address in Step 2 to send supporting documents only as we request.

To evaluate your claim fairly and respond promptly, we must understand the following info:

• How the incident happened
• Whether we caused the incident
• The extent of your damages
• What the law considers fair compensation

We evaluate each claim based on the info you provide and our own investigation, which may involve the following methods:

• Reviewing records
• Interviewing employees or witnesses
• Completing a technical evaluation

Our goal is to reach a decision on your claim within 30 days of receipt. However, if a complex issue is involved or we need more information, the process might take longer. When our investigation is complete, we either call you or send you a letter explaining our decision.

You have the option to submit your claim to your insurance company. The insurer may be able to reimburse you for the losses without an investigation. In some cases, your insurer can pay the replacement value for the damaged items. Your insurer and PG&E can determine responsibility for the damages and agree on the amount due, if any.

Generally speaking, PG&E is responsible for damages that result from our negligence. We are not responsible for damages that we do not cause or that are the result of forces beyond our control. For example, in most instances, we are not responsible in the following situations:

• Power outages, voltage fluctuations or property damage caused by earthquakes, weather-related conditions, such as lightning, floods, extreme storms, heat or winds or other acts of nature
• Losses associated with curtailments or outages initiated by an Electric Grid Operator
• Losses due to a failure of gas supplies that we do not cause

If we are only partially responsible for a loss, we offer to pay our fair share.

You can help the claims process go smoothly by following these recommendations:

• Keep copies of all receipts for any loss or damage you suffer
• Do your part to minimize your damages. For example, you can minimize damage by using dry ice to prevent food from spoiling during an extended outage
• Make sure that the losses or expenses that you incur because of the incident are fair and reasonable.

Submit a claim as soon as possible. Statutes of limitations apply for the filing of legal actions set by California or other applicable law. A statute of limitations is the length of time from the date of the incident in which you can still file a claim. The following info about statutes of limitations is based on our claims experience:

• Food spoilage and other similar claims should be made promptly. Such claims are paid only if they are submitted and resolved within one year from the date of the incident.
• Generally, the statute of limitations for filing an action involving personal injury is two years from the date of the incident.
• Personal inconvenience claims (such as a meal out) have a statute of limitations of one year.
• Business interruption or economic loss claims, where there is no property damage, have a statute of limitations of two years.
• Tangible property damage claims have a statute of limitations of three years.

Give yourself enough time for the claim process. If you don’t submit and resolve your claim before the deadline, it will be denied. If you have questions about these limits, please consult an attorney.

We evaluate all claims fairly. If your claim is denied, we explain the reason for the denial. If a specific gas or electric rule applies, we provide you with an explanation or a copy of the rule. If you are not satisfied with our decision and explanation, you can request an appeal of the decision from a Claims Supervisor. You also have the right, at any time in the claims process, to file a court action. If the value of your claim does not exceed $10,000, you can file a small claims action that does not require an attorney.

If you have a billing dispute that you are unable to resolve with PG&E, you can file a complaint with the CPUC. The CPUC sets general rules relating to claims processing, but it does not rule on the merits of individual claims. For more information about the role of the CPUC, call 1-800-649-7570 or visit the CPUC website.

Pursuant to Public Utilities Code Section 983.7 the gas corporation shall inform customers when filing a claim for damages to property resulting from the curtailment of gas services due to a failure of the gas corporation to reasonably provide service or restore service with a reasonable amount of time after a fire, flood, earthquake, other natural disaster or act of God the customer may pursue the claim in small claims court or Superior Court depending on the amount of the claim.

You can also submit your claim by email, FAX or U.S. Mail:

1. Download and complete our Claim Form (PDF, 190 KB).
   Download our Claim Form in large print (PDF, 174 KB)
   Descargue el Formulario de Reclamación (PDF, 74 KB)
   下载中文索赔表 (PDF, 560 KB)
2. Attach or include any supporting documentation. For email attachments, we only accept these file types: PDF, DOC, XLS and JPG.
3. Send your completed form and documentation using one of the following methods:
   Email: lawclaims@pge.com
   Fax: 925-459-7326
   Mail:
   Pacific Gas and Electric Company
   Attn: Law Claims Department
   300 Lakeside Drive, Oakland, CA 94612