Claims Center

Please review the information on this page carefully before completing the claim form, as it may affect your decision to file a claim.

Claims infographic

Claims FAQs

How do I file a claim?

Submit an online claim by filling out the information requested on the form and uploading documentation such as receipts, photos, etc. You may also call Customer Service at 800-542-8818 for help with filing a claim. When your claim is received, we will review and evaluate the information you’ve submitted.

The length of time to complete the investigation will depend on the complexity of the event in question.

What happens after I submit a claim?

You will receive an email acknowledging your claim the same day of your submittal. A claim representative will be contacting you within two business days to discuss next steps.

What are my responsibilities?

You should take reasonable steps to mitigate your loss.

You also have a responsibility to preserve the evidence and provide copies of appropriate supporting documentation: repair estimates, repair invoices, original purchase receipts and invoices, sales receipts, replacement item receipts and invoices, appraisals, photos, tax records, bank statements, etc.

If your claim involves food spoilage, please be advised that food spoilage claims are evaluated based on guidelines from the U.S. Department of Agriculture:

  • A fully stocked freezer will typically keep food frozen for two days after losing power, if the door remains closed.
  • A half-full freezer will usually keep frozen approximately one day, if the door remains closed.
  • Food will usually stay cold in a refrigerator up to four hours, if the door remains closed.

When is PGE responsible?

PGE is responsible for fairly compensating you for damages caused by negligence on our part.

PGE is not responsible for damages caused by:

  • Weather-related conditions such as wind, lightning, heat, snow, ice or flooding.
  • Animal-related contacts with PGE’s equipment.
  • Equipment failure beyond PGE’s reasonable control.

PGE evaluates all claims fairly. If we are responsible, we will pay for the reasonable cost to repair damaged items. If you have replaced items, we will pay you the actual cash value of the original item, which is determined by today’s replacement cost minus depreciation.

You may wish to refer your claim to your insurance company, which may be able to pay replacement values for damaged items.

PGE is committed to evaluating all claims in a responsive and fair manner to help promptly resolve your claim. We appreciate your patience in allowing us sufficient time to look into this matter on your behalf. We value our customers and will be here every step of the way.