Claims Policy

At FPL, it is our policy to respond to claims promptly and fairly. To evaluate your claim, we must determine:

• How the incident happened
• Whether or not we caused it
• The extent of your damages
• What the law considers fair compensation
  

We evaluate each claim based on the information you provide and our investigation, which may involve:

• The review of records
• Interviews of employees or witnesses
• A technical evaluation

Our goal is to reach a decision on your claim within 30 days of receipt of all relevant information. However, if there are complex issues involved or if we need additional information, the process may take longer. When our investigation is complete, we will either call you or send you a letter informing you of our decision.

To ensure an efficient claims process, we recommend you do the following:

• Retain copies of all receipts for a full and accurate assessment of any loss or damage suffered
• Do your best to minimize your damages (such as obtaining ice to prevent food spoilage during extended outages)
• Make sure losses or expenses incurred because of an incident (such as storage costs, car rentals, hotel lodging, wage loss, etc.) are not accumulating excessively and are reasonable in relation to the loss

You can help us process your claim faster by completing the online form. Be as thorough as possible. Include photographs as needed, and provide complete and accurate supporting documentation, such as:

Property Damage — Detailed repair estimates and/or invoices or purchase records (make sure to indicate model number, serial number and year of any equipment for which you are seeking compensation). Take photos of the damaged items, if possible

• Personal Injury — Copy of medical records and receipts
• 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 compensable
• Lost Revenues — Tax records and/or bank statements, payroll records, revenue and expense statements, and sales receipts
• Miscellaneous Losses — Hotel and restaurant receipts, car rental receipts

FPL IS NOT RESPONSIBLE FOR: Food Loss, power outages, voltage fluctuations or property damage caused by hurricanes, weather-related (such as lightning, floods, extreme storms, heat or winds) or other acts of nature.

The method to submit your claim is dependent on the type of claim.

If your claim is for FPL to repair damages to your property caused by an FPL employee or an agent representing FPL, please contact the Customer Service number listed on your bill. 

If your claim is to request monetary compensation or regarding damage to equipment such as:

• Refrigerator
• Stove
• Water heater
• Air conditioning/heating
• Security alarm
• Water main line
• Septic tank
• Sewer line
• Main line switch
• Meter can
• Meter blocks
• Breaker panel

Click here to start your Equipment Claim or Food Loss Claim.

You may wish to refer your claim to your insurance company.  The insurer may be able to reimburse you for your losses without an investigation and will, in some cases, pay replacement value for damaged items.  Your insurer and FPL can determine if we are responsible for the damages and agree on the amount due, if any.

FPL evaluates all claims fairly. If your claim is denied, we will explain the reason for the denial. If a specific electric rule (such rules are filed with the Florida Public Service Commission and have the force and effect of law) applies, we will provide you with an explanation or a copy of the rule. If you are not satisfied with our decision and explanation, you may request an appeal of the decision to a Claims Agent. You also have the right, at any time in the claims process, to file a court action, including a small claims action (if the value of your claim does not exceed $5,000). The small claims process does not involve attorneys.

You should submit a claim as soon as possible. Depending on the type of claim, it is possible to submit it too late. To determine whether a claim is timely submitted, FPL is guided by the applicable legal time limits (called “statutes of limitations”) for the filing of legal actions set by the Florida Legislature or other applicable law.