Our policy is to respond to claims promptly and fairly, and to make the process easy for you. In our evaluation of your claim, we may review records, interview witnesses or employees, and perform a technical evaluation. You can help by providing thorough and accurate information and documentation.
We evaluate each claim individually, and determine:
- If losses occurred due to our negligence
- How the incident happened
- The extent of damages
- What the law considers fair compensation
Our goal is to reach a decision on most claims within 30 days of receipt. The process may take longer when complex issues are involved, when further information is needed, or when extenuating circumstances are present. Once our investigation is complete, we will contact you with our conclusion.
If Edison accepts responsibility for damage to a customer's personal property, it will compensate the customer for the least cost of the following: repair, fair market value or replacement. For items that are not new and cannot be repaired, fair market value is determined by the estimated value the item would have just prior to the damage occurring.
Generally, we are responsible for losses that occur due to our negligence. However, in many instances, we are NOT responsible for power outages, voltage fluctuations, food loss, or property damage that occur due to forces outside our control, such as earthquakes and weather-related conditions including wind, rain, fog, lightning, or extreme heat.
We are committed to providing a continuous and sufficient supply of electricity to our customers, and to avoid any shortage or interruption of delivery of service. We are not, however, responsible for interruption or shortage of supply, nor for any resulting loss or damage, if such interruption or shortage results from any cause not within our control.
For the complete text on interruption or shortage of supply, visit Tariff Rule 14 – Shortage of Supply and Interruption of Delivery.
You can help us process your claim more quickly by completing your claim form thoroughly, and by providing supporting documentation. Documents may include:
- For claims regarding property damage: repair estimates, invoices, proof of purchase
- For personal injury claims: medical records, receipts;
- For claims regarding lost wages: The amount of time that you were unable to work due to personal injury, verification of lost time from your employer, payroll stubs showing your hourly or daily pay rate. The time you spend to pursue your claim is not reimbursable.
- For business loss claims: tax records, bank statements, payroll records, revenue and expense statements, sales receipts
- For claims regarding miscellaneous losses: Hotel and restaurant receipts, car rental receipts
- For claims regarding food loss: itemized list detailing spoiled food, with receipts or documentation of cost.
To help ensure a smooth process for your claim, we recommend that you:
- Retain copies of all receipts and documentation that you submit to us
- Do all that you can to minimize your loss and damages, (such as by obtaining ice to prevent food spoilage during an outage)
- Please make sure that losses or expenses incurred (e.g., storage, car rental, etc.) are not accumulating unnecessarily
The first thing to do when filing a claim is to gather all supporting documentation; be sure to retain the originals of any paperwork you submit. For your convenience, there are 2 ways you can submit your claim to us:
- Submit Your Claim Online. You may file your claim entirely online. You will be prompted through a 4-step process and can upload images and files to support or document your claim. Please have all documentation ready before you begin.
- Submit a Claim Form By E-Mail, Fax or U.S. Mail. To submit your claim by any of these measures, please complete a residential or business claim form (PDF) and return it to us along with all supporting documentation. If submitting by e-mail, please attach all applicable supporting images or files in addition to your completed form. If submitting by fax, be sure all documentation is clearly marked with your name or business name, service account number and contact information.
Fax: (626) 569-2573
US Mail: Southern California Edison Company, Attn: Claims Department, P.O. Box 900, Rosemead, CA 91770
Note: It is not necessary to submit a Claim multiple ways as this may only lengthen the claim processing time.
As another option, you may choose to file a claim with your insurance company to reimburse you for your loss, less your deductible; your insurer may then choose to present a claim to us to recover compensation paid to you.
We are committed to customer service. If for whatever reason you need to file a claim, we will help you get through the filing and evaluation process as easily and promptly as possible. 1-800-251-3311
Español (Spanish) 1-800-441-2233
한국어 (Korean) 1-800-628-3061
中文 (Chinese) 1-800-843-8343
Tiếng Việt (Vietnamese) 1-800-327-3031
We review all claims thoroughly. If your claim is denied, we will explain the reasons for the denial. You have the right at any time to file a civil action, including a small claims action. The statute of limitations on filing a claim is 3 years for property damage, and 2 years for bodily injury.
The Role Of The California Public Utilities Commission (CPUC)
If you have a billing dispute that you are not able to resolve with SCE, you may file a complaint with the California Public Utilities Commission. The CPUC also sets general rules relating to claims processing, but does not rule on the merits of individual claims. For more information about the role of the CPUC, call 1-800-649-7570 or visit www.cpuc.ca.gov.
SCE understands that Public Safety Power Shutoffs (PSPS) can be a hardship for our customers, and we continue to work to minimize the impacts of those shutoffs. While we try to provide advance notice so our customers can prepare for extended outages, sometimes fast-changing weather conditions mean advance notice may not be possible. We know these outages can be difficult and these PSPS events are new to many of our customers, so SCE will pay qualified spoilage claims (food/medication) to eligible residential and business customers who did not receive at least 12 hours’ notification of a PSPS. To be eligible for this reimbursement, customers must have opted into notifications and experienced an interruption of service for greater than 8 hours.
- After you file a claim, a representative will contact you by phone or in writing within three business days.
- We try to process claims and contact customers with the results within 30 days. There may be times where the claims volume is high or the claim is complex and the process takes longer than expected.
- This policy is in effect for claims filed by July 31, 2020 for shutoffs that occurred between September 16, 2019 and January 31, 2020.
- Customers must submit a valid claim and include proper documentation.
- We will evaluate the nature and extent of the customer’s loss and what is considered fair compensation.
- This policy is in addition to the company’s normal claims handling practice, which is to evaluate claims, including those that arise from a PSPS, on a case-by-case basis.
- A submittal of a claim to SCE should not be construed as a guarantee of payment to a customer.
SCE is liable for losses that occur due to our negligence. SCE will not be liable for damages resulting from an interruption that is deemed to be beyond our control. The use of PSPS has been approved by state regulators as an important tool to help keep communities and customers safe when the risk of catastrophic wildfire is high. However, because these PSPS events are new to many of our customers, SCE has implemented a temporary PSPS claims policy.
SCE is committed to evaluating all claims fairly. If a claim is denied, we will explain the reason for the denial. If customers are not satisfied with our decision, they have the right to file a civil action, including small claims. Customers should also consult with their own homeowner’s insurance company for coverage options.
Any PSPS claims previously denied under general claims will be re-evaluated under the temporary PSPS claims policy. Customers do not need to resubmit their claims. Customers will be notified by mail within 45-60 business days with the final disposition of their claim.
The California Public Utilities Commission sets general rules related to claims processing but does not rule on the merits of individual claims. For further information about the role of the CPUC, customers can call 1-800-649-7570 or visit their Web site.
While the statute of limitations for property loss in California is three years, due to the special nature of this program, SCE is requesting that all claims for food and medicine losses related to PSPS events during the current fire season be submitted for consideration no later than July 31, 2020.