Claim Resolution Policy

We understand that you’ve experienced property damage and believe JEA may be responsible. If our operations did cause the damage, we sincerely apologize and want to ensure you are promptly and fairly compensated. To properly evaluate your claim, we need to determine how the incident occurred, whether JEA was responsible, the extent of your damages, and what constitutes fair compensation under the law. Below, you will find frequently asked questions about filing a claim with JEA.

It is JEA’s policy to respond to customers' claims promptly and fairly. We evaluate each claim case by case based on the information you provide and our investigation, which may involve the review of records, interviews of employees or witnesses, and a technical evaluation. Claims will be set up within 24–48 business hours of your initial call. Once the claim has been established, a claims adjuster will contact you within 24–48 business hours to request the information needed to investigate and handle your claim. Our goal is to reach a decision about the claim within one week of receipt. However, if there are complex issues involved or if additional information is required, the process may take longer. When the investigation is complete, you will be notified of the conclusion.

Emergency Situations

In the event of a life-threatening emergency related to JEA’s operations, call 911 immediately. For situations involving severe sewage backup or significant water back-flow into your home, contact JEA directly at (904) 665-6000). This line is available 24 hours a day, 7 days a week.

File a Claim

JEA is not responsible for food and property damage due to Acts of Nature like thunderstorms, named storms, and tornadoes, to name a few. For food spoilage, please see the Food Spoilage Complaints section below. Storm-related claim inquiries, such as food loss, power surges, or damage to small electronics and appliances are handled by JEA Risk Management at (904) 665-7785 or jeariskservices@jea.com. A JEA adjuster will respond within 24–48 business hours.

For Billing Questions, please see the Bills section at the bottom of this page.

To report non-storm, non-emergency property damage caused by JEA’s operations or vehicles, you can begin the claims process in one of two ways. You may call the City of Jacksonville’s Customer Service Center at (904) 630-CITY (2489). When prompted, press 0 to speak directly with a representative who will initiate your claim by creating a service request. Alternatively, you can submit your claim by using the MyJax mobile app (available in the Apple and Google Play store).

Once your contact information is provided by either of these two methods, an adjuster will contact you directly with a request for information needed to investigate and handle your claim. City Risk Management’s hours of operation are Monday through Friday, 8am – 5pm EST.

Who is Responsible for Damages?

JEA is only responsible for damages that result from its negligence or JEA’s employee 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 or voltage fluctuations caused by weather-related conditions such as lightning, storms, heat, cold or other Acts of Nature involving trees, birds or other animals.

You are also responsible for protecting yourself and your property. This means you must take reasonable steps to minimize any additional damage — for example, using ice to prevent food from spoiling. Any losses or expenses related to the incident should be necessary, reasonable, and not allowed to accumulate unnecessarily.

Please note: If you submit a claim on a Friday afternoon, you may not be contacted by an adjuster until the following Monday.

Supporting Documentation 

You may expedite this process by providing an accurate statement of what occurred and complete supporting documentation, including itemized damages, detailed repair statements, receipts for out-of-pocket expenses and photographs.

Food Spoilage Complaints

We evaluate food spoilage complaints based on the recommended guidelines from the U.S. Department of Agriculture and the length of time the service was off if the freezer or refrigerator door remains unopened.

• A fully stocked freezer will usually keep food frozen for two days after a loss.
• A half-full freezer will usually keep food frozen about one day.
• In the refrigerator, food will usually keep cold up to four hours.

Hurricanes are considered an Act of Nature and therefore JEA is not responsible for spoilage. JEA encourages customers to buy canned goods, avoid perishable items, and keep food stored in freezers to a minimum during hurricane season.

Food Safety

Claim Options

You may wish to refer your claim to your insurance company. The insurer may be able to reimburse you for your loss. JEA takes pride in evaluating all claims fairly. If your claim is denied, we will explain the reason for the denial. If you are not satisfied with our decision and explanation, you have the right, at any time in the claims process, to file a court action. 

Check the Status of Your Claim 

Once your claim has been set up, you may contact your assigned adjuster for status updates. JEA/City Risk Management’s hours of operation are Monday through Friday, 8:00 AM – 5:00 PM EST (Closed on Weekends).

Bills

Anything related to your JEA bill is not considered a claim and should be handled by a Customer Advisor at (904) 665-6000.