Our Claims Policy and Process

Our Claims Policy and Process

Storms Message

If you are a residential customer and have gone without power for at least 48 hours due to severe storm conditions, you may qualify for a payment under PG&E’s Safety Net Program. This program provides for the automatic payment of $25-$100, which is paid about 60 days following the storm outage. You should NOT submit a claim form to obtain a Safety Net payment. View Safety Net here.

Submit a Claim If You Believe You Should Be Compensated For A Loss Caused by PG&E

Documentation Needed

    You can help us process your claim faster by completing the online form. Be as thorough as possible. Include photographs as needed, and provide complete and accurate supporting documentation, such as:

    • For Property Damage — Detailed repair estimates and/or invoices or purchase records
    • For Personal Injury — Copy of medical records and receipts
    • For Lost Wages — The amount of time that you were unable to work due to personal injury, verification of lost time from your employer, payroll stubs showing your hourly or daily pay rate. The time you spend to pursue your claim is not compensable.
    • For Lost Revenues — Tax records and/or bank statements, payroll records, revenue and expense statements, sales receipts
    • For Miscellaneous Losses — Hotel and restaurant receipts, car rental receipts
    • For Food Spoilage* — An itemized list of the cost and type of spoiled perishable food, with receipts or other documentation

    *We evaluate food spoilage complaints based on the recommended guidelines from the U.S. Department of Agriculture:

    • A fully stocked freezer will usually keep food frozen for two days after losing power.
    • A half-full freezer will usually keep food frozen about one day.
    • In the refrigerator, food will usually keep cold up to four hours if the door remains unopened.

    How to Submit a Claim Online

    How to Use Our Online Form

    1. Complete the online form.
    2. Once you have completed the form, you will be instructed to scan and email supporting documents to ClaimDocs@pge.com.
      Please include your claim number in the subject line so our system can identify your claim.

      Note: this email address is for supporting documents only!

    Other Ways to Submit a Claim

    How to Send a Claim Form by Email

    • Complete a claim form (PDF, 51 KB) and attach any supporting documentation OR provide the requested information in the body of the email and attach supporting documents (At this time, we are only accepting the following file types: .pdf .doc .xls .jpg)
    • Email completed form and documents to: lawclaims@pge.com

    How to Send a Claim Form by FAX

    • Complete a claim form (PDF, 51 KB) and provide any supporting documentation.
    • Fax completed form and documents to 925-459-7326

    How to Send a Claim Form by US Mail

    • Complete a claim form (PDF, 51 KB) and provide any supporting documentation.
    • Mail completed form and documents to 1850 Gateway Blvd, 6th Floor, Concord, CA 94520

    Our Claims Policy and Process

    At PG&E, it is our policy to respond to claims promptly and fairly. To evaluate your claim, we must determine:

    • How the incident happened
    • Whether or not we caused it
    • The extent of your damages
    • What the law considers fair compensation

    We evaluate each claim based on the information you provided and our investigation, which may involve:

    • The review of records
    • Interviews of employees or witnesses
    • A technical evaluation

    Our goal is to reach a decision on your claim within 30 days of receipt. 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 either call you or send you a letter informing you of our decision.

    Our Responsibility

    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 for:

    • 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 at the direction of any electric grid operator or due to a failure of gas supplies not caused by us.

    There may be situations in which PG&E is only partially responsible for a loss. In those cases, we offer to pay our fair share.

    Your Responsibility

    To ensure a smooth process, we recommend you do the following:

    • Retain copies of all receipts for a full and accurate assessment of any loss or damage suffered
    • Minimize your damages (such as obtaining ice to prevent food spoilage during extended outages)
    • Make sure losses or expenses incurred because of an incident (such as storage costs, car rentals, wage loss, etc.) are not accumulating needlessly and are reasonable in relation to the loss

    Your Claims Options

    You may wish to refer your claim to your insurance company. The insurer may be able to reimburse you for your losses without an investigation and will, in some cases, pay replacement value for damaged items. Your insurer and PG&E can determine if we are responsible for the damages and agree on the amount due, if any.

    Denied Claims

    PG&E evaluates all claims fairly. If your claim is denied, we will explain the reason for the denial. If a specific gas or electric rule (such rules are filed with the California Public Utilities Commission and have the force and effect of law) applies, we will provide you with an explanation or a copy of the rule. If you are not satisfied with our decision and explanation, you may request an appeal of the decision to a Claims Supervisor. You also have the right, at any time in the claims process, to file a court action, including a small claims action (if the value of your claim does not exceed $7,500). The small claims process does not involve attorneys.

    Is there a time limit on filing a claim or court action?

    It is best to submit a claim as soon as possible, and yes, a claim may be submitted too late. To determine whether a claim is timely submitted, PG&E is guided by our claims experience and/or the applicable time limits (called statutes of limitations) for the filing of legal actions set by California or other applicable law. Our claims experience indicates that food spoilage and other similar claims should be made promptly and, therefore, such claims will only be paid if they are submitted and resolved within one year from the date of the incident. In addition, we refer to various statutes of limitations. Generally, the statute of limitations for filing an action involving personal injury is two years from the date of the incident; personal inconvenience (such as a meal out) is one year; business interruption or economic loss where there is no property damage is two years; and tangible property damage is three years. Give yourself ample time for the claim process. If your claim is not submitted and resolved before these deadlines, it will be denied. If you have questions regarding these limits, you should consult an attorney.

    Role of California Public Utilities Commission (CPUC)

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

    Claims Form

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