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Property Damage Claims

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 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. 

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.

 

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 the Claim Center at 800.894.0374.

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

 

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 855.462.6537 to check the status.

 

David, AT&T Community Specialist

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
119,887 Views
Message 1 of 75
Contributor

Fiber Installation Crews damaged water line

Fiber installation crews are working in my neighborhood and in particular in my yard yesterday. This morning, I came out to water leaking up through my driveway and my water meter spinning away. I'm afraid I'll incur further damage if this isn't repaired promptly. I turned my water off at the meter this morning to avoid further leaking, but this needs to be fixed VERY quickly. I can't leave my water turned off forever.

Message 31 of 75
Community Support

Re: Damaged Water Line

Hi @vogel77,

 

You will find information on how to address your concern in this thread. 

 

ATTU-verseCare

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 32 of 75
Contributor

Yard damage - fiber installers - Charlotte

My front yard in Charlotte, NC was trashed a few months ago by fiber installers. They threw some grass seed onto the frozen ground in the middle of winter and left. I would like this area restored to its original condition.

 

I am not an AT&T customer. If you have any idea whom I should contact please let me know!

 

And please don't say https://forums.att.com/t5/DIRECTV-Account/Property-Damage-Claims/m-p/4896489#M562

That page explicitly says "The Claims Center and Sedgwick do not handle claims for lawn claims and repair"

Message 33 of 75
Contributor

AT&T Sedgwick Claim Help for Broken TV

An AT&T technician broke a television of mine during installation of the service. The television is a little over a year old and was $2,117.88 at time of purchase. I contacted AT&T and filed a claim for the damage. The AT&T manager came to my residence and validated the claim. I was transferred to Sedgwick Claims Management Services to finalize the compensation for the claim. AT&T had me fill out paperwork that included proof of purchase and also stated that if the current television was not able to be located for purchase as a replacement, then I was to provide links to an equivalent television. I provided proof of purchase in the account of $2,117.88 and since Sony does not make my current model any longer I provided links to the equivalent television of the same make, size, monetary value, and model series number with the only difference being the year of manufacturing.

 

Sedgwick came back with an offer of only $1,200 based on a used television price they found on Amazon. I refused this offer stating I would have to go out and pay around $900 out of pocket for an equivalent replacement television. I informed the Sedgwick representative that this was unacceptable and I would only take the monetary value that I paid for the television or a replacement television of either the exact same model that I currently own or the equivalent television I previously sent over. The individual came back and said that this only benefits me and they would not be doing any type of replacement as my current model could not be located. I informed them that I would be contacting my legal team, Consumer Protection Agency and the Michigan Public Service Commission. I have contacted all 3 as of today and am waiting to hear back from each.

 

I would like to avoid this situation and either get a check of the value that I paid for the TV, a replacement of the exact model, or an equivalent replacement that I previously sent over. Please let me know if you can help.

Message 34 of 75

Damage to driveway and sidewalk

On or about January 23rd, 2017, an AT&T contractor setup and conducted directional boring next to my home/driveway.  As they began boring, the contractor hit an underground water pipe that connects my house with West Knox Utility District’s (WKUD) water supply.  WKUD contacted me about the water pipe breakage the day it occurred and WKUD’s crew repaired the broken pipe.  The AT&T contractor came back to my property to repair the yard which included dirt work, grass seed and straw coverage (pictures are available).

 

However, since that time one of the sidewalk sections that run parallel with the direction of the underground work has collapsed several inches (photos availabe). The photos clearly show heavy equipment tire marks as well as evidence that someone tried to clean the sidewalk. 

 

This damaged sidewalk section creates an unsafe hazard for those in my neighborhood and my family. I have a two year old son and we enjoy walking our neighborhood.  After reaching out to AT&T representatives to explain the issues with the sidewalk and driveway, I was finally issued a claim number xxxxxxxxx by Jacqueline G  from AT&T on May 24th, 2017.  I was then contacted by email from Denise B  of Sedwick Claims Management Services, Inc. on May 30th, 2017 requesting additional information and issued another claim number xxxxxxxxxxxxx.

 

After receiving this email/request from Ms. B , I then contacted Doug A , Water Superintendent with WKUD and asked him to investigate the damages. Mr. A  posted a “Sidewalk Closed” sign and agreed that the collapsed sidewalk and concrete damage to my driveway created a safety hazard.  Mr. A  then contacted representatives from Knox County.  Mr. A  stated that during his onsite meetings with Knox County and respective engineers, they all agreed that AT&T underground boring was responsible for the damages.  In addition, I contacted 811.com on June 8th, 2017 requesting utilities to be marked in this same area.  I have photos showing the blue markings which designates water lines and the orange markings designate AT&T lines.  The orange markings were done by an AT&T employee who was responding to my 811.com request.

 

In the email that I received from Ms. Denise B  (Sedgwick), the letter stated that I had 45 days to provide the requested documentation to Sedgwick for their review.  A few days after receiving this email from Sedgwick, I received a letter from AT&T's subcontractor,   dated May 30th denying my claim ... the same date that I received the email from Sedgwick requesting my documentation.  I continued to put together all of the required documentation that was requested by Sedwick and submitted my documentation on July 7th, 2017.   I then waited for a response from Ms. B  at Sedwick.  On July 27th, 2017, I contact Ms. B to followup on the staus of my claim.  She stated that the claim had been closed upon receiving the subcontractors denial of damages on June 2nd, 2017.  I asked her how this claim could be closed prior to receiving my documentation and she didn't have a response. 

 

At this point I would like to elevate this issue to an executive within AT&T to show how ridiculous this claims process is.  [Edited to comply with Guidelines] I would hope that AT&T would avoid a lawsuit by simply looking at this damage claim objectively instead of brushing it off.  [edited for privacy – please do not post personal information]

Message 35 of 75

Re: Damage to driveway and sidewalk

I have determined that no matter how legitimate Sedgewick doesn't pay a claim. I agree but I did contact the Presidents office and they stood by Sedgewick's decision. They know that this is a small claim for a big company and it is not going to hurt them not to pay. Not fair, not right but the way it seems to be.
Message 36 of 75

Re: Damage to driveway and sidewalk

Did you pursue AT&T in small claims court?  If so, how did you serve them?  I'm ready to move toward small claims action, but I need to know who to serve ... address, AT&T attorney, etc.

 

Message 37 of 75
ACE - Expert

Re: Damage to driveway and sidewalk

See Sec. 11 of Terms of Service for Dispute Resolution.

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 38 of 75

Re: Damage to driveway and sidewalk

I'm not an AT&T customer.

 

Message 39 of 75

Re: Damage to driveway and sidewalk

No, I am on hold
Message 40 of 75
Contributor

Re: Damaged Water Line

 

So far I'm going on 9 months without resolution, despite their clear, written acceptance of my claim.  ATT drilled through my sewer pipe to install a fiber optic cable for the neighborhood.  No issues - they accepted that they did.  Sedgwick wrote and told me they will reimburse me only for the plumber who fixed the pipe. I agreed.    Ok - why am I still waiting?  After 8 months, they sent me a Release which included my agreement that I would indemnify and hold them harmless for anything whatsoever related to the damage.  Theoretically, if their contractor sued them for not getting paid because he drilled through my pipe - I'm on the hook for their damages.  Absolutely ridiculous!  Also wanted me to sign a confidentiality provision - for a $2500.00 claim!  They won't even pay me for the landscaper I had to hire to clean up after them.  Never have I experienced worse treatment.  Can't wait to ditch all my services with them....

Message 41 of 75

Re: Damaged Water Line

I agree. So sorry you are having to deal with this. We replaced our equipment that was damaged and know that it will be a long time if ever that they even come up to tell the truth. All we have gotten so far is things like there is no voltage on the line-the voltage surge occurs???. Double talk, no results. Blessings to you. Interesting that they put their lines in the sewer. Pretty thoughtful.
Message 42 of 75
Contributor

Fiber optic neighborhood install, contractors used

Due to damages at the time that the contractors were installing fiber optic in my neighborhood, my water and sewer provider is asking me to reach out to the contracting company used at that time. Need to know how and whom to speak to for such contact information or to point me in the right direction at the very least.

Message 43 of 75
Contributor

Re: Phone number to report damage to my sidewalk during installation of a new vault for fiber optics

Hi, I also reside in San Antonio, do you happen to know the name of the contractor company that was used; what resolution did you receive.

Message 44 of 75
Contributor

Is anyone at AT&T accountable for construction disasters?

AT&T is "upgrading" the service in my neighborhood.  So far, that means big machines blocking our streets, fences getting knocked down, and yards being dug up.  In my particular case, subcontractig crews (that don't identify themselves as AT&T and "no habla ingles") have dug a hole approximately 5 feet deep, 12 feet long, and 6 feet wide.  They've compromised our fence and they are at least four feet outside of their utility easement.  Nobody from AT&T can tell me what's going on.  Is anyone really in charge of this project and how are they held accoutnable for the path of destruction these subcontractors are leaving in their wake?

Message 45 of 75
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