Hydro One will independently review your claim based on Hydro One’s Conditions of Service (including but not limited to Section 1.9), which state that:

• Hydro One is responsible for customers’ direct damages resulting from Hydro One’s negligence or willful misconduct.

• Hydro One is not responsible for any loss of profits or revenues, business interruption losses, loss of contract or loss of goodwill, or for any indirect, consequential, incidental or special damages, including but not limited to punitive or exemplary damages.

Further, Hydro One is typically not liable for damage caused by:

• Acts of God (e.g. ice, wind, lightning, rain) and animal contacts (e.g. squirrels, birds)

• Unforeseen or unexpected equipment failure

• Damage to our equipment by other individuals or groups

• Motor vehicle or other accidents involving utility poles

It typically takes 60 days to review an individual claim from the time we receive your completed Claim Form. Once we receive your claim and supporting information / documentation, we commence an investigation to determine the cause of the incident. Every claim is different and requires a specific set of considerations.

If the investigation determines that your damages have resulted from Hydro One’s negligence or willful misconduct, you will be paid the lesser of the following two amounts: 1. The cost to repair the damaged item, or 2. The value of an item of like kind and quality that has the same amount of wear and tear as the item that was damaged. Claims are not paid out based on the replacement value.

For example: If you purchased a refrigerator for $1,000 (which typically has a 10 year useful life), and the damage occurred after 4 years, the amount of compensation would likely be $600 if Hydro One was found negligent.

Although every claim and policy is different, we recommend contacting your insurance agent or broker to find out if you are covered for the damage. There may be benefits to claiming a loss through your personal insurance:

• Insurance companies typically pay full replacement value for any damaged items, whereas if Hydro One is found negligent, you would be paid the lesser of the cost to repair the damage item or the value of an item of like kind and quality.

• Hydro One typically requires 60 days to investigate the claim, whereas your insurance company may be able to process your claim quicker. 

• If you file a claim through your insurance company, they may elect to submit a damage claim against Hydro One on your behalf to recover some of the funds that are dispersed to you. If your insurance company’s claim against Hydro One is successful, they may reimburse your deductible.

Yes! Please do not throw away any damaged items until a decision has been made on your claim since we may need to validate damaged items.

We understand there are circumstances where items may require immediate repair or replacement. You are responsible for paying for any replacements, repairs, or technicians’ bills until a decision has been made on your claim. If you need to replace your items immediately, please keep the damaged equipment until your claim has been processed.

If you can't afford replacements or repairs, please contact your Hydro One Claims Representative to discuss alternatives.

Once Hydro One receives your Claim Form, you will receive an acknowledgement from a Hydro One Claims Representative. Contact information will also be provided at this time. If you have questions about your claim or wish to inquire about the status of your claim, please contact the Hydro One Representative.