American Water Introduces In-Home Plumbing Emergency Program

Nov. 3, 2006

American Water, the largest water services provider in North America, has introduced the In-Home Plumbing Emergency Program (IHPP), covering plumbing emergency repairs for leaks or breaks to the water line and clogs or blockages to the sewer line that occur within the home and are caused by normal wear and tear. The program is available to existing American Water customers and those enrolled in the company’s water and sewer line protection programs, which cover leaks and breaks in water lines, as well as clogs or blockages in sewer lines running from a home to the street, respectively.

“This new offering will afford our customers the opportunity to be protected in the event of sudden in-home water related emergencies,” said Sharon Cameron, vice president of American Water’s Homeowner Services Group. “Imagine preparing for Thanksgiving dinner and your toilet overflows or your sink backs up. This is not the best time to search for a qualified plumber – especially on a holiday. American Water has a network of qualified plumbers who are equally committed to providing excellent customer service.”

Sudden in-home water related leaks and blockages can be extremely costly, and most homeowners’ insurance policies do not cover such repairs. The new IHPP covers common repairs, including a variety of plumbing emergencies such as a clogged sink, an overflowing toilet, a leaking hot water valve or a leaking washing machine valve. At a cost of $3.99 per month to existing water or sewer line protection program customers, the IHPP covers the cost of up to $1500 per repair, with no limit on the number of allowable repairs each year. Homeowners pay a $50 service fee each time an authorized service provider is dispatched to investigate or service the water or sewer line within the home.

The program is currently available to American Water customers in nine states: Arizona, Illinois, Indiana, Iowa, Missouri, New Jersey, New York, Ohio and Tennessee. The Company expects to launch the program in California, Pennsylvania and Virginia in the coming months. American Water also offers service line protection programs for both water lines (WLPP) and sewer lines (SLPP) to its residential customers.

In addition to the residential products and services, the company also extends these programs to municipalities through LineSaver - one program with three solutions. At no cost to the municipality, the experts at American Water’s Homeowner Services Group fully manage LineSaver and will take care of all requirements for developing and implementing the program, from establishing a local contractor network and providing customer service, to educating the community about service line ownership and responsibility.

“By offering customized programs to municipalities, homeowners being served by public water systems can also benefit from American Water’s internal and external service line protection programs,” Cameron said.

Since 2000, over 475,000 customers have enrolled in American Water’s Service Line Protection Programs and, according to a recent customer satisfaction survey, 94% of customers who received repairs are satisfied with the service.

Source: American Water