Use the following guidelines when providing documentation:
NOTE: You cannot receive compensation for the time spent pursuing your claim.
NOTE: We evaluate food spoilage complaints based on the following recommended guidelines from the U.S. Department of Agriculture (USDA)
Complete the following steps to submit your claim online:
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:
We evaluate each claim based on the info you provide and our own investigation, which may involve the following methods:
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:
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:
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:
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: