Information on Compensation. How to claim for loss, damage or personal injury

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1 Information on Compensation How to claim for loss, damage or personal injury

2 Information on Compensation Your Water Supply Company We supply 565 million litres of top quality drinking water to approximately 2.1 million people in Sussex, Kent, Surrey, Hampshire and Berkshire. Our aim is to provide an uninterrupted supply of water 24 hours a day, 365 days a year. However, from time to time, because of the complex nature of maintaining the water mains distribution network and providing a water supply, problems may occur. We strive to avoid such situations, but we acknowledge that such incidents do happen and the purpose of this leaflet is to outline how you may make a claim for loss, damage or personal injury. If you find it necessary to make a claim, we will carry out a full investigation into the incident as quickly as possible. All claims are dealt with separate from your water account.

3 How to claim If, through the activities undertaken by us, you have suffered a demonstrable loss, damage or personal injury, you will need to complete a South East Water Insurance pack. To obtain this, please contact us, our contact details are on the back of this leaflet. Please make sure you include the following information with your completed Insurance pack. á Account number á Exact date of incident á Exact location of incident, including post code á Full details of your claim á Receipts and/or quotation to substantiate your claim In cases of property damage, we advise customers to submit their claim to their own household insurers. This is because, as a householder, you may be entitled to claim new for old under your policy of insurance, whereas claims settled by us will take wear and tear into account. It would then be the responsibility of your insurers to recover their outlay from us. What happens then? On receipt of your claim, an acknowledgement will be sent and, providing we have all the information, a full investigation will be carried out and once a report is received we will contact you with the findings. A full explanation will be given along with an offer of reimbursement, if appropriate.

4 How to claim for loss, damage or personal injury Third party injury claims All third party injury claims, where we are alleged to have been responsible, are passed to our loss adjusters who will handle the claim on our behalf. Contractor s responsibility If we find that the cause of your claim is the responsibility of one of our contractors, full details will be passed to them and they will contact you directly. General exceptions Payment will not be made where a failure to provide a satisfactory service is due to circumstances outside our reasonable control, including actions of a third party. Claims for loss, damage and personal injury caused as a result of the actions on your part or that of a third party will not be considered and you are expected to mitigate any losses. Any payments made under this scheme do not constitute an admission of liability on our part. What happens if you are not satisfied? If you are unsatisfied with the way your claim has been handled or its outcome, you can contact our Customer Service Team Leader, who will look into the issue, independent of the original investigation. You can write to the Customer Service Team Leader at the address on the back of this leaflet. If you remain unsatisfied after this, you can ask for your claim to be reviewed by the Head of Customer Service, who can be contacted at the address on the back of this leaflet.

5 Information on Compensation Independent review If you are not happy with the way that your claim has been dealt with, you can ask the Consumer Council for Water to independently review your case. Its address is: Consumer Council for Water London & South East Region 1st Floor Victoria Square House Victoria Square Birmingham B2 4AJ Tel: Lo Call: Website:

6 How to contact us Our Customer Service Centre is open: Monday to Friday from 8am to 7pm Saturday from 8am to 1pm We are closed on Sundays and Bank Holidays Web Call Account enquiries Water supply and general enquiries Payment helpline Minicom / text phone Out of hours emergencies line hr automated payment line hr leak line Write Insurance Claims Coordinator South East Water Rocfort Road Snodland Kent ME6 5AH South East Water Limited, Registered in England No Registered Office: Snodland, Kent, ME6 5AH IOC/0712-1

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