Claim Resolution Policy

We understand that you’ve experienced property damage and believe JEA may be responsible. If our operations did cause the damage, we sincerely apologize and want to ensure you are promptly and fairly compensated. To properly evaluate your claim, we need to determine how the incident occurred, whether JEA was responsible, the extent of your damages, and what constitutes fair compensation under the law. Below, you will find frequently asked questions about filing a claim with JEA.

It is JEA’s policy to respond to customers' claims promptly and fairly. We evaluate each claim case by case based on the information you provide and our investigation, which may involve the review of records, interviews of employees or witnesses, and a technical evaluation. Claims will be set up within 24–48 business hours of your initial call. Once the claim has been established, a claims adjuster will contact you within 24–48 business hours to request the information needed to investigate and handle your claim. Our goal is to reach a decision about the claim as quickly as possible, but much depends on the complexity of the claim and the information required in order for us to make a decision about liability and damages. When the investigation is complete, you will be notified of the conclusion.

Emergency Situations

In the event of a life-threatening emergency related to JEA’s operations, call 911 immediately. For situations involving severe sewage backup or significant water back-flow into your home, contact JEA directly at (904) 665-6000. This line is available 24 hours a day, 7 days a week.

File a Claim

To report non-storm, non-emergency property damage caused by JEA’s operations or vehicles, you can begin the claims process in one of two ways. You may call the City of Jacksonville’s Customer Service Center at (904) 630-CITY (2489). When prompted, press 0 to speak directly with a representative who will initiate your claim by creating a service request. Alternatively, you can submit your claim by using the MyJax mobile app (available in the Apple and Google Play stores).

Once your contact information is received through either method, a claim will be created within 24–48 business hours. A City Risk Management adjuster will then contact you within 24–48 business hours to gather the necessary details and begin investigating your claim. City Risk Management's Hours of Operation are Monday through Friday, 8:00 a.m. - 5:00 p.m. EST. 

Please Note: If you submit a claim on a Friday afternoon, you may not be contacted by an adjuster until the following Monday. 

For billing questions, please see the JEA Billing Questions section at the bottom of this page.

Who is Responsible for Damages?

JEA is responsible for damages that result from JEA’s negligence or the negligence of a JEA employee. JEA is generally not responsible for damages resulting from circumstances outside of its control, including power outages or voltage fluctuations caused by lightning, storms, severe weather, trees, birds, animals, or other Acts of Nature.

JEA does not reimburse customers for storm-related losses, including food spoilage, power surges, or damage to electronics and appliances caused by Acts of Nature. Customers should contact their insurance carrier regarding these losses.

Customers are also responsible for taking reasonable steps to protect their property and minimize additional damages or losses following an incident.

Food Spoilage

JEA does not reimburse customers for food spoilage resulting from storms, hurricanes, or other Acts of Nature.

For other incidents, food spoilage claims are evaluated based on the cause and duration of the outage and applicable U.S. Department of Agriculture food-safety guidance. If refrigerator or freezer doors remain closed:

• A fully stocked freezer will generally keep food frozen for approximately 48 hours.
• A half-full freezer will generally keep food frozen for approximately 24 hours.
• A refrigerator will generally keep food cold for approximately four hours.

Customers should take reasonable measures to prevent or minimize food loss when possible.

Food Safety

Power Surges and Electronic or Appliance Damage

Power outages and voltage fluctuations can occur for reasons outside JEA’s control. JEA is generally not responsible for damage to electronics or appliances resulting from storms, lightning, Acts of Nature, or other circumstances outside JEA’s control. 

Customers should take reasonable measures to protect sensitive electronics and appliances from voltage fluctuations. For losses resulting from storms, lightning, or other circumstances outside JEA’s control, customers should contact their insurance carrier.

Insurance and Claims

Customers may wish to report property losses to their insurance carrier. An insurance carrier may provide coverage depending on the customer’s policy and the circumstances of the loss.

Claims alleging JEA responsibility for non-storm-related incidents will be investigated and evaluated based on the facts and circumstances of the incident. Losses resulting from storms, Acts of Nature, or other circumstances outside JEA’s control are generally not the responsibility of JEA and should be reported to the customer’s insurance carrier. If a claim is denied, the claimant will be provided the reason for the determination. 

Check the Status of an Existing Claim 

Once a claim has been established, please contact your assigned adjuster directly for status updates.

If you are unable to reach your assigned adjuster or need assistance establishing contact, please reach out to JEA Risk Management at (904) 914-0877 or jeariskservices@jea.com.

JEA Billing Questions

Anything related to your JEA bill is not considered a claim and should be handled by a Customer Advisor at (904) 665-6000.