Our Claim Policy and Process
If you believe that CenterPoint Energy may have some responsibility for causing a loss you have experienced, or if you would like to report damage to CenterPoint Energy facilities, please read the following information before submitting a claim:
What is considered a CLAIM for purposes of this process?
- Property damage, vehicle damage, personal injury
- Damage to CenterPoint Energy facilities caused by a third party.
If you are contacting us regarding the February 2021 winter storm event, please be aware that, under CenterPoint Energy’s tariff, we are unable to reimburse customers for food or other losses resulting from power outages. Contact your home or rental insurance company to make any claims for lost food or other damages/losses due to power outages. If your insurance company needs to know the duration of the outage at your location, CenterPoint Energy can provide you with a letter. Due to extremely high volume of requests, our response times may be delayed.
What is NOT a CLAIM?
- Billing issues, power quality, tree trimming requests, employee complaints. Please
contact Customer Service to request assistance with these issues.
Click here if you need to follow up on a previously-filed claim.
When you file a claim, it will be assigned to a licensed claims adjuster to conduct an investigation. As part of the investigation, your claims adjuster may request certain documentation to evaluate your claim. The following types of documentation may be requested from you, but does not constitute an exhaustive list of the information that a claims adjuster may review to arrive at a claim determination.
Property/Vehicle Damage Claims: estimates, invoices, and/or proof of purchase, title
Personal Injury Claims: medical records and receipts
Any other claims filed not mentioned above may also require documentation to evaluate the loss.
Our Policy and Process
It is our policy to respond promptly to claims reported to CenterPoint Energy. We will strive to reach a decision regarding your claim within 7-10 days of the initial claim submission, but in some cases, a lengthier investigation may be required. In all cases, you will be contacted once a final decision has been reached. At any time, you may contact your claims adjuster to check on the status of your claim.
CenterPoint Energy makes reasonable provisions to provide steady and continuous service to electric and gas consumers in its service areas, but does not guarantee uninterrupted service. Circumstances beyond CenterPoint Energy’s control – including, but not limited to weather, wildlife, and third party damage – may result in interruptions of service. In addition, there may be laws, statutes, tariffs, or regulations that limit the liability of CenterPoint Energy for certain types of damages. Your adjuster will discuss any applicable laws, statutes, tariffs, or regulations with you once the claim investigation has been completed.
Submitting a Claim
There are multiple ways to submit your claim: