Damage Claims Damage Claims ProcessingProcessing

Thor Wishart Thor Wishart

Utility Field Services ManagerUtility Field Services Manager

Gainesville Regional UtilitiesGainesville Regional Utilities

GRU GRU General Information General Information

Electric Electric 100K100K Gas Gas 40K40K Water Water 60K60K Other Services: WW, Other Services: WW,

TelecommunicationsTelecommunications GRU is Located in North Central GRU is Located in North Central

FloridaFlorida Annual revenue of 250 MAnnual revenue of 250 M

Current Claim StructureCurrent Claim Structure

General Manager

Electric Gas W/WW GRUCom

Legal Dept.

C&AS

ClaimsClaimsClaimsClaims Claims

GRU InsuranceGRU Insurance

GRU is Self-InsuredGRU is Self-Insured Damages less than $1,000 are Damages less than $1,000 are

processed internally.processed internally. Damages in excess of $1,000, or when Damages in excess of $1,000, or when

there is questionable liability, are there is questionable liability, are forwarded to a third party adjuster. forwarded to a third party adjuster. (Note: processing fee of approximately (Note: processing fee of approximately $400 per claim)$400 per claim)

Service Interruptions Service Interruptions

Claims are denied due to Claims are denied due to interruptions of service as set forth interruptions of service as set forth in City Ordinance 27-10.in City Ordinance 27-10.

Exceptions:Exceptions: Delinquent work orders improperly issued.Delinquent work orders improperly issued.

Billing and payment errors. (i.e. EFT, posting Billing and payment errors. (i.e. EFT, posting errors)errors)

Crew errors from turning the wrong meter off.Crew errors from turning the wrong meter off.

City OrdinanceCity Ordinance Sec. 27-10. City not liable for failure of service.Sec. 27-10. City not liable for failure of service. The city will at all times use reasonable diligence to provide The city will at all times use reasonable diligence to provide

continuous service and having used due diligence shall not be continuous service and having used due diligence shall not be liable to the consumer for complete or partial failure or liable to the consumer for complete or partial failure or interruption of service, or for fluctuations in voltage or interruption of service, or for fluctuations in voltage or pressure, resulting from causes beyond its control, or through pressure, resulting from causes beyond its control, or through the ordinary negligence of its employees, servants, or agents, the ordinary negligence of its employees, servants, or agents, nor shall the city be liable for the direct or indirect nor shall the city be liable for the direct or indirect consequences of interruptions or curtailments made in consequences of interruptions or curtailments made in accordance with the provisions of any of its rate schedules. The accordance with the provisions of any of its rate schedules. The city shall not be liable for any act or omission caused directly or city shall not be liable for any act or omission caused directly or indirectly by strikes, labor troubles, accidents, litigation, indirectly by strikes, labor troubles, accidents, litigation, shutdowns or repairs or adjustments, interference by federal, shutdowns or repairs or adjustments, interference by federal, state, or municipal governments, acts of God, for any damage state, or municipal governments, acts of God, for any damage resulting from the bursting of any main, service pipe or cock, resulting from the bursting of any main, service pipe or cock, from the shutting off for repairs, extensions or connections, or from the shutting off for repairs, extensions or connections, or for the accidental failure of supply from any cause whatsoever. for the accidental failure of supply from any cause whatsoever. In case of emergency the city shall have the right to restrict the In case of emergency the city shall have the right to restrict the use of utilities in any reasonable manner for the protection of use of utilities in any reasonable manner for the protection of the public, the city and its utilities.the public, the city and its utilities.

(Ord. No. 3754, § 8, 1-27-92; Ord. No. 990725, § 1, 12-13-99)(Ord. No. 3754, § 8, 1-27-92; Ord. No. 990725, § 1, 12-13-99)

Common ClaimsCommon Claims

Food spoilageFood spoilage Flooding of homes due to sewer Flooding of homes due to sewer

blockageblockage Damages due to faulty neutral, Damages due to faulty neutral,

voltage spikesvoltage spikes Miscellaneous claims: damaged mail Miscellaneous claims: damaged mail

boxes, irrigation systems, signs and boxes, irrigation systems, signs and gatesgates

Damage Claims are Sent to a Damage Claims are Sent to a Variety of Locations Variety of Locations

<$1,000 Electric T&D<$1,000 Electric T&D <$1,000 Field Services<$1,000 Field Services <$1,000 Gas Construction<$1,000 Gas Construction <$1,000 W/WW Construction<$1,000 W/WW Construction <$1,000 GRUCom <$1,000 GRUCom >$1,000 -Third Party Administrator >$1,000 -Third Party Administrator

of Claims adjuster (Underwriters of Claims adjuster (Underwriters Safety & Claims) Note:3yr contract Safety & Claims) Note:3yr contract renewal/ Risk Managementrenewal/ Risk Management

Damage Claim ProceduresDamage Claim Procedures When a request is received for reimbursement of damages (whether via When a request is received for reimbursement of damages (whether via

phone call, in writing or per invoice), such request shall be immediately phone call, in writing or per invoice), such request shall be immediately forwarded to the affected department for investigation. If, after full forwarded to the affected department for investigation. If, after full investigation and documentation of the circumstances of the claim, a finding investigation and documentation of the circumstances of the claim, a finding is made by management that liability rests with Gainesville Regional Utilities is made by management that liability rests with Gainesville Regional Utilities (or that settlement is otherwise in the best economic interest of GRU), the (or that settlement is otherwise in the best economic interest of GRU), the following action shall be taken:following action shall be taken:

Claims exceeding $1,000.00:Claims exceeding $1,000.00: A copy of the investigation and supporting documentation along with the A copy of the investigation and supporting documentation along with the

appropriate manager’s recommended disposition of the claim should be sent appropriate manager’s recommended disposition of the claim should be sent to Legal Services (A-138) for review and evaluation.to Legal Services (A-138) for review and evaluation.

Claims of $1,000.00 or lessClaims of $1,000.00 or less:: A Release and Settlement of Claim (RSC) shall be prepared as required by A Release and Settlement of Claim (RSC) shall be prepared as required by

GRU Administrative Guideline 3.1, Settlement of Small Claims. GRU Administrative Guideline 3.1, Settlement of Small Claims. The draft RSC with the background information attached shall then be The draft RSC with the background information attached shall then be

forwarded to Legal Services. forwarded to Legal Services. After review, the Utilities Attorney will initial the RSC and return the packet After review, the Utilities Attorney will initial the RSC and return the packet

to the department.to the department. A MAP form shall be prepared and forwarded to Accounting along with a A MAP form shall be prepared and forwarded to Accounting along with a

copy of the initialed RSC and any other supporting documentation. [NOTE: copy of the initialed RSC and any other supporting documentation. [NOTE: Use only MAP forms; PO’s, Requisitions or NOI’s are not acceptable.] Special Use only MAP forms; PO’s, Requisitions or NOI’s are not acceptable.] Special instructions for check delivery should be included on the MAP form. If the instructions for check delivery should be included on the MAP form. If the check is to be mailed directly to the Claimant by Accounting, please attach check is to be mailed directly to the Claimant by Accounting, please attach extra copies of any documentation to be enclosed with the check. In most extra copies of any documentation to be enclosed with the check. In most cases, the check should be delivered to the Claimant only if the RSC has cases, the check should be delivered to the Claimant only if the RSC has been fully executed.been fully executed.

If the department desires to have Legal Services forward the packet directly If the department desires to have Legal Services forward the packet directly to Accounting, attach the completed MAP form with a note of instruction to Accounting, attach the completed MAP form with a note of instruction when transmitting the RSC to Legal Services.when transmitting the RSC to Legal Services.

Receiving the Check!Receiving the Check!

Prior to receiving a settlement check, Prior to receiving a settlement check, the recipient must sign a settlement the recipient must sign a settlement release form.release form.

Two standard forms:Two standard forms: CorporateCorporate IndividualIndividual

Corporate Settlement FormCorporate Settlement Form RELEASE AND SETTLEMENT OF CLAIMRELEASE AND SETTLEMENT OF CLAIM KNOW ALL MEN BY THESE PRESENTS, that I, (name of person signing), as (title) of (name of KNOW ALL MEN BY THESE PRESENTS, that I, (name of person signing), as (title) of (name of

corporation) of (address of corporation), for and on behalf of said company, for the sole consideration corporation) of (address of corporation), for and on behalf of said company, for the sole consideration of (enter amount) ($ ) Dollars paid to (name of corporation) by the CITY OF GAINESVILLE, of (enter amount) ($ ) Dollars paid to (name of corporation) by the CITY OF GAINESVILLE, GAINESVILLE REGIONAL UTILITIES (GRU) the receipt whereof is hereby acknowledged, does hereby GAINESVILLE REGIONAL UTILITIES (GRU) the receipt whereof is hereby acknowledged, does hereby release, acquit and discharge GRU, its elected and appointed officers, employees or agents from all release, acquit and discharge GRU, its elected and appointed officers, employees or agents from all claims and demands, actions and causes of action, damages, cost, loss of service, expenses and claims and demands, actions and causes of action, damages, cost, loss of service, expenses and compensation on account of, or in any way growing out of bodily injuries and property damage compensation on account of, or in any way growing out of bodily injuries and property damage resulting or to result from the accident that occurred on or about the ____ day of __________ , 20__ , at resulting or to result from the accident that occurred on or about the ____ day of __________ , 20__ , at or near (location of incident) by reason of (describe incident), and do hereby for the said company, its or near (location of incident) by reason of (describe incident), and do hereby for the said company, its successors and assigns, covenant with GRU to indemnify and save harmless GRU, its elected and successors and assigns, covenant with GRU to indemnify and save harmless GRU, its elected and appointed officers, employees or agents from all claims and demands for damages, costs, loss of appointed officers, employees or agents from all claims and demands for damages, costs, loss of service, expenses, or compensation on account of, or in any way growing out of said accident or its service, expenses, or compensation on account of, or in any way growing out of said accident or its results, both to person or property.results, both to person or property.

It is further agreed that this release expresses a full and complete SETTLEMENT of a liability It is further agreed that this release expresses a full and complete SETTLEMENT of a liability claimed and denied and, regardless of the adequacy of the compensation, is intended to avoid claimed and denied and, regardless of the adequacy of the compensation, is intended to avoid litigation, and that there is absolutely no agreement on the part of said GRU to make any payment or litigation, and that there is absolutely no agreement on the part of said GRU to make any payment or to do any act or thing other than is herein expressly stated and clearly agreed to.to do any act or thing other than is herein expressly stated and clearly agreed to.

WITNESS my hand and seal this WITNESS my hand and seal this day of day of , 20, 20 .. Witnesses:Witnesses: ____________________________________________________________________ (Name of Corporation) (Name of Corporation)

By: By:

____________________________________________________________________ Name: Name: Title: Title:

Utilities AttorneyUtilities Attorney

Individual Settlement FormIndividual Settlement Form RELEASE AND SETTLEMENT OF CLAIMRELEASE AND SETTLEMENT OF CLAIM KNOW ALL MEN BY THESE PRESENTS, that I, (NAME) of (ADDRESS), being of full age KNOW ALL MEN BY THESE PRESENTS, that I, (NAME) of (ADDRESS), being of full age

for the sole consideration of (AMOUNT OF CLAIM) ($ ) Dollars to me paid by the CITY OF for the sole consideration of (AMOUNT OF CLAIM) ($ ) Dollars to me paid by the CITY OF GAINESVILLE, GAINESVILLE REGIONAL UTILITIES (GRU) the receipt whereof is hereby GAINESVILLE, GAINESVILLE REGIONAL UTILITIES (GRU) the receipt whereof is hereby acknowledged, do hereby release, acquit and discharge GRU, its elected and appointed officers, acknowledged, do hereby release, acquit and discharge GRU, its elected and appointed officers, employees or agents from all claims and demands, actions and causes of action, damages, cost, employees or agents from all claims and demands, actions and causes of action, damages, cost, loss of service, expenses and compensation on account of, or in any way growing out of bodily loss of service, expenses and compensation on account of, or in any way growing out of bodily injuries and property damage resulting or to result from accident that occurred on or about the injuries and property damage resulting or to result from accident that occurred on or about the (DAY) day of (MONTH), 20(YR), at or near (LOCATION OF INCIDENT) by reason of (BRIEF (DAY) day of (MONTH), 20(YR), at or near (LOCATION OF INCIDENT) by reason of (BRIEF DESCRIPTION OF INCIDENT) and do hereby for myself, my heirs, executors and administrators, DESCRIPTION OF INCIDENT) and do hereby for myself, my heirs, executors and administrators, covenant with GRU to indemnify and save harmless GRU, its elected and appointed officers, covenant with GRU to indemnify and save harmless GRU, its elected and appointed officers, employees or agents from all claims and demands for damages, costs, loss of service, expenses, employees or agents from all claims and demands for damages, costs, loss of service, expenses, or compensation on account of, or in any way growing out of said accident or its results, both to or compensation on account of, or in any way growing out of said accident or its results, both to person or property.person or property.

It is further agreed that this release expresses a full and complete SETTLEMENT of a It is further agreed that this release expresses a full and complete SETTLEMENT of a liability claimed and denied and, regardless of the adequacy of the compensation, is intended to liability claimed and denied and, regardless of the adequacy of the compensation, is intended to avoid litigation, and that there is absolutely no agreement on the part of said GRU to make any avoid litigation, and that there is absolutely no agreement on the part of said GRU to make any payment or to do any act or thing other than is herein expressly stated and clearly agreed to.payment or to do any act or thing other than is herein expressly stated and clearly agreed to.

WITNESS my hand and seal this WITNESS my hand and seal this day of day of , 20, 20 .. Witnesses:Witnesses: ____________________________________________________________________ ________________________________________________________________________ (Claimant)(Claimant) ____________________________________________________________________ ____________________________________________________________________ ________________________________________________________________________ (Claimant)(Claimant) ____________________________________________________________________

Utilities AttorneyUtilities Attorney

Claims TrackingClaims Tracking

Currently each division tracks its own Currently each division tracks its own claims claims Some credit accounts via billing Some credit accounts via billing

adjustmentsadjustments Some pay damages on credit card and post Some pay damages on credit card and post

to miscellaneous accountsto miscellaneous accounts Some charge damages to capital project Some charge damages to capital project

numbernumber

High level tracking of damages is difficult at High level tracking of damages is difficult at best due to “silo storage” of informationbest due to “silo storage” of information

Construction on Customer PropertyConstruction on Customer Property

Directional bore sent gas line through Directional bore sent gas line through customer’s sewer line causing back up and customer’s sewer line causing back up and subsequent gas leak when plumber subsequent gas leak when plumber attempted to clear the blockage with attempted to clear the blockage with cutting tool on end of plumbers snake.cutting tool on end of plumbers snake.

With the current push to place utilities With the current push to place utilities underground there is more opportunity to underground there is more opportunity to damage buried infrastructure belonging to damage buried infrastructure belonging to the customer.the customer.

First Contact is Important!First Contact is Important!

When a utility representative speaks When a utility representative speaks with a customer, he should not with a customer, he should not obligate the utility in any way. obligate the utility in any way.

Opinions should not be given in order Opinions should not be given in order to avoid conflict later should the to avoid conflict later should the claim be denied. claim be denied.

Sometimes things are not what they Sometimes things are not what they appear at first glance.appear at first glance.

Damage to GRU FacilitiesDamage to GRU Facilities

Document , photograph, investigate.Document , photograph, investigate.

““Dig ins”: Dig ins”: Were locates called for?Were locates called for? Are the locates accurate?Are the locates accurate? Proper burial depth of utility?Proper burial depth of utility?

GAINESVILLE REGIONAL UTILITIESGAINESVILLE REGIONAL UTILITIES FACILITY DAMAGE FORMFACILITY DAMAGE FORM Date of Damage: ____________________________________ Approx. Time: _____________________Date of Damage: ____________________________________ Approx. Time: _____________________ Address of Damage: ___________________________________________________________________Address of Damage: ___________________________________________________________________ Type of Work Being Performed at Time of Damage: __________________________________________Type of Work Being Performed at Time of Damage: __________________________________________

________________________________________________________________________________________________________________________________________________________________________ Company/Person Causing Damage to GRU Property: _________________________________________Company/Person Causing Damage to GRU Property: _________________________________________

________________________________________________________________________________________________________________________________________________________________________ Description of Damage: ________________________________________________________________Description of Damage: ________________________________________________________________ ________________________________________________________________________________________________________________________________________________________________________ ________________________________________________________________________________________________________________________________________________________________________ ________________________________________________________________________________________________________________________________________________________________________ Insurance: Policy #/Carrier: _____________________________________________________________Insurance: Policy #/Carrier: _____________________________________________________________ Did Outage Occur? YES ____ NO ____Did Outage Occur? YES ____ NO ____ Length of Outage: _____________________________________________________________________Length of Outage: _____________________________________________________________________ Repairs to GRU Property Performed By: ___________________________________________________Repairs to GRU Property Performed By: ___________________________________________________ Buried Cable Location Provided: (where applicable) __________________________________________Buried Cable Location Provided: (where applicable) __________________________________________ YES ____ NO ____YES ____ NO ____ Did Damaging Party Request GRU Assistance:Did Damaging Party Request GRU Assistance: YES ____YES ____ NO ____NO ____ Law Enforcement Agency Notified: YES _____ NO ____Law Enforcement Agency Notified: YES _____ NO ____ Which Agency was Notified: GPD _____ ASO _____ FHP ____Which Agency was Notified: GPD _____ ASO _____ FHP ____ Case Report Number: __________________________________________________________________Case Report Number: __________________________________________________________________ Officer Name: _________________________________________________ID # ___________________Officer Name: _________________________________________________ID # ___________________ Safety Notified: YES ______ NO ______ Time: _____________ Date: ______________________Safety Notified: YES ______ NO ______ Time: _____________ Date: ______________________ Investigating Safety Officer: _____________________________________________________________Investigating Safety Officer: _____________________________________________________________

Important Notes:Important Notes:

Investigate, document, photographInvestigate, document, photograph Speed is critical to resolving time Speed is critical to resolving time

sensitive matters such as spoiled foodsensitive matters such as spoiled food Negotiating skills are important to Negotiating skills are important to

resolve claimsresolve claims Empowerment of claims adjuster to Empowerment of claims adjuster to

make decisions in the interest of the make decisions in the interest of the companycompany

Just say NO!Just say NO!“claims

adjuster…”

Thank YouThank You

For questions or further information, For questions or further information, pleaseplease

Contact:Contact:

Thor WishartThor Wishart

Utility Field Services ManagerUtility Field Services Manager

wisharttd@gru.comwisharttd@gru.com