Claims Process

Risk Management is responsible for investigating and processing all liability claims against the Agency. The information below will help if you believe you have experienced one of the following:

• Property damage resulting from a leak from PCWA infrastructure or from certain PCWA work or construction activities.
• A motor vehicle accident involving a PCWA vehicle or equipment.
• Bodily injury you believe was caused by PCWA.

Please note that the person making a claim and/or the owner has a duty to mitigate their damages. It is the owner's responsibility to keep damages from getting any worse once they are discovered (for example, removing your personal belongings from an area experiencing a water intrusion).

Determining if a Claim Exists

PCWA is not responsible for damages related to failure of the property owner's plumbing, service interruption caused by maintenance and repair of PCWA's system, or changes to water pressure caused by PCWA.

Time Limits for Filing a Claim

Submit a detailed claim as soon as possible. Statutes of limitations (the length of time allowed from the date of the incident to filing a claim or legal action) apply, set by the Government Code, California state law, or other applicable laws. Claims received after the deadlines will be rejected. PCWA has 45 days to respond after you file your claim.

Submitting a Claim

While you can submit your claim and all supporting documentation directly to PCWA, submitting your claim to your insurance company may result in reimbursement for the loss without an investigation. Depending on your policy, your insurer may pay the replacement value for damaged items. Afterwards, your insurer and PCWA can determine responsibility for the damages and agree on an amount due from PCWA, if any.

Filing a Claim Directly with PCWA

Call PCWA at (530) 823-4850 Monday-Friday during business hours to discuss your loss and request a claim form.

Information Required to File a Claim

Your claim form will need to include as much of the following information as possible, including:

• Name of the person filing the claim, address, phone number, email address (if available) and date of birth (for all bodily injury claims, motor vehicle accidents and/or any claim involving a minor).
• Date, time, place, and circumstances of the incident/claim.
• General description of the incident/claim, injury, damage, or loss as it may be known at the time of the submission of the claim.
• Known or estimated amount of the claim. For example, how much money did the repair cost?
• Name(s) of PCWA employee(s) involved in the incident, if known or applicable.
• Witness(es) name, address, and phone number.
• Signature of the Claimant or by some person on their behalf.
• Copies of the invoices, receipts, or bid estimates to substantiate the costs you are claiming.

Additional examples of information needed to substantiate your claim (depending on the type of a claim) includes the following:

• Property damage claim: Purchase records, photographs of the damage to the item(s).
• Auto claim: Proof of registration, detailed estimate, photographs of the damage to the vehicle.
• Personal injury claim: Copy of medical records and receipts.
• Lost wages: The amount of time you were unable to work due to a claimed injury; verification of lost time from your employer and payroll stubs showing your hourly or daily pay rate.
• Loss of business revenue: Tax records and/or bank statements, payroll records, revenue and expense statements and sales receipts.

Payment for Reasonable Costs

If liable, PCWA pays reasonable costs for repair but does not make repairs. You may choose any contractor or service professional of your choice; PCWA does not make referrals, recommendations, or provide endorsements. If you have trouble locating a qualified contractor, you can contact your insurer to request a list of locally preferred contractors or browse online directories such as the Diamond Certified List. Time spent pursuing your claim is not reimbursable.

Claim Review Process

Once you have submitted your claim to PCWA, Risk Management will start the claim review process based on the information you have provided. This process typically includes the following:

• Review claimant information to determine if there is clear evidence of liability based on the information provided (e.g., reviewing records, interviewing employees, or witnesses, and completing a technical/expert evaluation).
• Determine responsible party.
• If PCWA appears to be liable, PCWA will determine the percentage of the damage or cost that is directly related to PCWA’s actions or inactions. The value of the damages or loss will be based on insurance industry standards, using actual cash value (depreciation applies).
• Notification to claimant on PCWA’s determination.

PCWA’s goal is to reach a decision on your claim promptly (typically within 90 days of receipt of all supporting documentation). However, complex claims (e.g., those requiring outside technical review/expertise) may take longer.

Rejected Claims

All claims are fairly evaluated. If your claim is rejected, you will be notified by mail.

Time Limits on Filing Court Action

If PCWA rejects your claim in whole or in part, you have six months from the date the notification is mailed to file a lawsuit (see Government Code sections 913, 945.6(a)(1)).

Note: Risk Management does not process complaints about employees, customer bill adjustments or emergency dispatching.