FPL | Claims Policy
 

Claims Policy

We understand that you wish to make a claim against FPL for a loss. In order to evaluate your claim, we need you to provide certain information about your claim. This website will provide you with instructions on how to begin the processing of your claim.

Claims Hotline
1-888-443-7717

If it is proven that FPL is responsible for all or some portion of a loss, we will do our best to determine the reasonable amount of that loss and resolve the claim. Keep in mind that FPL utilizes depreciation to determine compensation for equipment loss.

Please note that our company, like all other utilities, cannot guarantee continuity of service. This is outlined in our Tariff Section 6.020 Paragraph 2.5, which is filed with and approved by the Florida Public Service Commission. Therefore, FPL will not be liable for damages caused by occurrences that are beyond our control. For example, some of the occurrences we are not responsible for include, but are not limited to:

  • Power outages, voltage fluctuations, or property damage caused by hurricanes, weather-related conditions (such as lightning, floods, extreme storms, heat or winds) or other acts of nature
  • Damage caused by the negligence of a third party (someone not employed by the FPL).  A driver who crashes into a utility pole and knocks out power is an example of a liable third party
  • Losses due to animal contacts

 

If you currently subscribe to the programs listed below, claims requests must first be filed through that program before being considered by FPL. Please visit www.fplenergyservices.com for contact information and limits of the program.

 

Our responsibility

At FPL, 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 provide 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 of all relevant information.  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.

Your responsibility

To ensure an efficient claims process, we recommend you do the following:

  • Retain copies of all receipts for a full and accurate assessment of any loss or damage suffered
  • Do your best to 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, hotel lodging, wage loss, etc.) are not accumulating excessively and are reasonable in relation to the loss

 

Claims process

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:

  • Property Damage — Detailed repair estimates and/or invoices or purchase records (make sure to indicate model number and year, if available, of any equipment for which you are seeking compensation). Take photos of the damaged items, if possible
  • Personal Injury — Copy of medical records and receipts
  • 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
  • Lost Revenues — Tax records and/or bank statements, payroll records, revenue and expense statements, and sales receipts
  • Miscellaneous Losses — Hotel and restaurant receipts, car rental receipts
  • Food Spoilage — An itemized list of the cost and type of spoiled perishable food, with receipts, photographs, or other documentation

 

How to submit a claim

The method to submit your claim is dependent on the type of claim.
If your claim is for FPL to repair damages to your property caused by an FPL employee or an agent representing FPL, please contact the Customer Service number listed on your bill. You can also visit our Contact Us page for a list of local Customer Service numbers.

If your claim is to request monetary compensation or regarding damage to equipment such as:

  • Refrigerator
  • Stove
  • Water heater
  • Air conditioning/heating
  • Security alarm
  • Water main line
  • Septic tank
  • Sewer line
  • Main line switch
  • Meter can
  • Meter blocks
  • Breaker panel

 

Use one of the methods below to submit your claim:

How to send a claim form by email

  • Complete the appropriate claim form (Food Loss Claim or Equipment Claim) and attach it to an email. Or, provide the requested information in the body of the email.
  • Attach any supporting documentation. At this time, we are only accepting the following file types: .pdf .doc .xls .jpg.
  • Email the completed form and documents to Public-Claims@fpl.com.

 

How to send a claim form by fax

  • Complete the appropriate claim form (Food Loss Claim or Equipment Claim).
  • Attach any supporting documentation.
  • Fax the completed form and documents to 305-626-7694.

 

How to send a claim form by US mail

 

  • Complete the appropriate claim form (Food Loss Claim or Equipment Claim).
  • Attach any supporting documentation.
  • Mail the completed form and documents to:

 

Distribution Public Claims SDD/DSC
PO BOX 25209
Miami, FL 33102

Other 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 FPL can determine if we are responsible for the damages and agree on the amount due, if any.

Denied claims

FPL evaluates all claims fairly. If your claim is denied, we will explain the reason for the denial.  If a specific electric rule (such rules are filed with the Florida Public Service 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 Agent. 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 $5,000). The small claims process does not involve attorneys.

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

You should submit a claim as soon as possible. Depending on the type of claim, it is possible to submit it too late. To determine whether a claim is timely submitted, FPL is guided by the applicable legal time limits (called “statutes of limitations”) for the filing of legal actions set by the Florida Legislature or other applicable law.