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Filing a Damage Claim

You may file a claim for losses by calling Customer Service at 413-781-4300 (within the Springfield area) or 877-OK-WMECO (877-659-6326) (outside of the Springfield call area). The representative will take your information and mail you a claim submission form or other notification within 24 hours of the next working day. Upon receiving the claim submission form, please complete it, following the directions in the cover letter and including all requested documents. Return it along with your proofs of loss (e.g. photos, invoices, repair bills, estimates) to the address listed on the form.

Please note that WMECo, like all other utilities, cannot guarantee continuity of service. This is contained in our Terms and Conditions for Distribution Service (PDF:144 KB) tariff, which is filed with and approved by the State of Massachusetts. Therefore, WMECo will not be liable for damages caused by certain occurrences that are beyond our control. For example, some common causes of claims for which WMECo is not liable are:

  • Weather-related conditions (ice, wind, lightning, heat stress)
  • Animal contacts (squirrels)
  • Equipment failure
  • Damage to WMECo equipment by external causes (motor vehicle accidents, trees, construction activity)

You may wish to contact your insurance company as you may be afforded coverage under your homeowner’s or other policy.

Please note that completing the claim form is not a guarantee of payment. Upon WMECo’s receipt of the completed claim form and proofs of loss, your claim will be assigned to a claims adjuster, who will investigate your claim and determine if there is any liability on the part of WMECo.

It is WMECo’s policy to respond to claims promptly and fairly. We evaluate each claim based upon the information provided and our investigation, which may involve the review of records, interviews of employees or witnesses, and a technical evaluation.

This process can be time consuming, depending on the complexity of the incident. Our goal is to reach a final decision on most claims within 45 days. 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 a letter with our conclusion. If WMECo accepts liability for a property damage claim, we will reimburse you for either the repair cost or the actual cash value, whichever is less.