AT&T property claims for damages

Helpful information for Property Claims with AT&T

Accidents happen, and we apologize for any inconvenience you may be experiencing. Whether you need to track a claim filed by an AT&T representative or file a new claim, we’ve got you covered.

Claim Information

AT&T claims are handled through Sedgwick, our claims administrator. Claims are filed by:

• AT&T employees – If an AT&T employee comes across a situation that they believe needs addressing, they file a claim directly and provide you with a claim number for follow-up.
• Property owner/customer – Property owners can file claims directly through the Claim center.

Note: If human life, health, or safety is threatened by damage to electrical, water, or sewer lines, to help mitigate your damages call your local electrical company or a local plumber to help you with the immediate problem.

Once a claim has been filed, Sedgwick will provide a claims administrator who will contact you, document the damages, and visit the damaged site to complete an assessment. Once the assessment is complete, they will provide you with the final assessment and information.

Note: The Claims Center and Sedgwick do not handle claims for lawn claims and repair, but they can provide you with correct information for reporting issues.

File a new claim

If you need to file a new claim, have the following information available:

Location – The physical address or GPS coordinates for the location where damage occurred.

Photos – Include close-ups and wide views of the area damaged. If possible, include photos of the person, vehicle, or equipment that caused the damage. Photos can be from cameras, cell phones, or other devices.

Once you have the information together, call AT&T at 1-800-288-2020 and let any agent know that you’d like to open a new claim against AT&T.

They will ask you a series of questions related to the incident and provide you a submitted claim number once the claim is submitted.

Once assigned to a claims examiner, they will generally contact you within 3-5 business days to discuss the report and get additional information.

The claims examiner will:

• ask you questions about the damage
• provide you with a location to send your photos
• request you get an estimate for site repairs
• come to your property to complete the claims process.

Track an existing claim

If an AT&T representative has given you a claim number and you haven’t heard anything in 24 hours, or you’ve already filed a claim and want to follow up, call 855-365-4976 to check the status.

I sent in the email below couple of weeks ago but never heard back. It is hilarious how discombobulated the system is there. I have been passed from person to person, department to department so many times now that I am finding it comical. At this point, I'm just following through with what each person is telling me to do just to see where I will end up. The person who is going to respond to this message will be the 11th person to interact with me regarding this one issue. I am curious to see what you will have to say. I am guessing it's something to the point of "let me connect you to the person who can help you." By the way, I never complain about stuff like this. I was just trying to remedy what I thought was well within my rights. I was not expecting this experience that sheds a light on what happens when a company grows so large and can't get it together. To whom it may concern, Please forward the information below to the appropriate personals/departments. We had the dish installed on the 20th of August. On that day, the technician Spencer F  accidentally drilled a hole through our electrical wire, causing us to lose electricity to the living room, dining room, and part of the basement. The technician and his superior told us that we should get it repaired, then submit the receipt for the repair to Direct TV to get reimbursed. This took place on Saturday. On Monday, we called Direct TV to inquire about this and this time was told that Direct TV will be sending out a technician and will be contacting us. At the end of the following week, roughly 2 weeks after the incident, we received a letter telling us that we need to send in a repair estimate with all of the information listed below. Needless to say, we rolled our eyes and called the electrician to get it repaired asap. We were not about to wait until the estimate gets approved by Direct TV. Obviously, Direct TV does not have a unified system that everyone adheres to. We the consumer is being pushed around to different departments, given different answers each time, waiting for the problem to be resolved. I understand mistakes happen. That is why we did not give a hard time to the technician, nor the people who were assisting us over the phone. However, it was very frustrating having to deal with a discombobulated system on top of having no electricity in half of the first floor for over two weeks. A proper organization would have followed through to the end if they damaged someone’s home. Instead, Direct TV kept giving us false information/promises and expected us to do all the work. It is not about making mistakes. It is about how you, the company handle the mistakes. I hope this information was helpful in illuminating some issues in your system. Best regards, Ken O At and T Claim:   Technician: Spencer F  Tech# Supervisor: Lee - phone # -   Main office:   Date of Damage: 8/20/2016 Incident: The technician drilled a hole from the outside to put the wire through and drilled into an electric wire that supplies electricity to the living room, dining room, and part of the basement. Professional repair cost: $100  [edited for privacy – please do not post personal information]

Hello All,

I am hoping you all could give me a hand on how to get a resolution to my problem. I ordered Uverse and on October 26 some 3rd party technicians came to burry my cable. In the process of burrying the cable one of them struck my main water line and water was gushing out. Luckly I was able to find a T tool to close my water line and prevent further damages.

The technicians told me to call send the water line fix to att as they would pay for the damages. I have been in contact with Sedgwick for months trying to recover my funds. Sedgwick rep is horrible and never answers my emails or phone calls. Last email I received stated that my claim was going to denial because ATT does not have any records of a thrid party coming to burry my cable.

On the day of the event I called att and asked them what to do as well and they also stated to pay for the plumbing and send them the bill. I have not been able to get a hold of anyone on the ATT side. How else can I communicate to att and to Sedgwick to get my money back?

Help?

Jose

Hi @eazyace,

We apologize about the issues. When it comes to any claims, we do go through a 3rd party company. If you are having problems getting someone to communicate to you, please send us a detailed message by clicking here. Provide your name, 9 digit U-verse account number if you have one or address, claim number, and phone number. We will reach out to sedgwick

-ATTU-verseCare

Thanks for reaching out. I hope that I am able to find a resolution soon even if I had to go through all this extra effor to post my issues.

Jose

Thanks so much for the information and link to the page. It seems that we have come down to the judgement of whether or not the ATT router is ATT equipment or not? I did get the run around early on in my pursuit of resolution but finally got the number to Sedgewick. I have had numerous emails with them and the President's office. I submitted what I considered as adequate information that damage was done. Sedgewick does admit that there was a surge on the internet line but that no ATT equipment was damaged just our equipment.Sedgewick keeps saying give us evidence (I sent pictures and documentation). I do not know what else to send them and after I asked they didn't respond. They keep telling me the case is denied and is closed unless we submit additional evidence. They say that "in our case no ATT equipment was damaged (What do you call an ATT router?)" The fact is that our service was interupted and was not restored until the repairman 1. repaired the box on the house and grounded it, 2. repaired the box at the road 3. replaced the damaged ATT router. I know no other way to support the fact that the ATT equipment was damaged in addition to our TV, computers etc by the surge. Any suggestions will be appreciated.