UTILITY LINE RESPONSIBILITY
Isn’t my City or utility company responsible for my lines? If not, doesn’t my Homeowner’s Insurance cover this type of Repair?
Typically no. Most homeowners are surprised to learn that they are responsible for the repair and replacement of their broken or leaking utility lines, and most homeowners policies will pay to repair the damage created by failed utility lines but not for the repair itself. We encourage you to call your insurance company to determine your actual coverage. If you live in a condominium or duplex dwelling, we encourage you to contact your homeowners association to determine if you need this coverage prior to enrollment.
What part of my water or sewer line am I responsible for maintaining?
Homeowner responsibility varies greatly across the U.S. In some areas, the utility is responsible for the sewer lateral that runs from the main line to the right-of-way, property line or sewer clean-out near the curb. In other areas, the utility is not responsible for any portion of the lateral line that runs beyond the main line. For water service lines, the utility generally only covers the portion of the line from the main to the curb stop valve or water meter at the edge of the property. Regardless of these local differences, SLWA will provide coverage for the portion of the service line for which you are responsible.
What causes cracks, holes or leaks in utility lines?
Time: Wear and tear over time. It can be that simple. Over time, fittings can fail, pipes can corrode and your house can shift and settle. A small crack or pinhole develops and leads to a leak. Next thing you know, your utility line has failed.
Weather: Freezing, thawing; rain, snow; each change of seasons brings with it a different challenge to your utility lines, and the potential for cracks and leaks.
Landscaping: We all admire the beauty of a landscape graced with trees and shrubbery, but tree roots are not friends of your utility lines. Wrapping themselves around your lines, they will eventually cause cracks, leaks and clogs.
What items are included as part of the warranty?
The external water and/or sewer line warranty covers the underground service line from the foundation of your home to the point where the line becomes the utility’s responsibility. If any part of the line is broken and/or leaking, SLWA will repair or replace the line in order to restore the service (including clearing tree roots from the water or sewer line).
What items are excluded as part of the warranty?
The water line warranty does not cover the costs of repairs to the meter or meter vault nor does it cover branch lines to sprinklers, pools, hot tubs, etc. The sewer line warranty does not cover septic systems. The warranties are designed to ensure that the homeowner has utility service to the primary residence for purposes of drinking, cooking and cleaning. Repairs for damages caused by the homeowner, a third party, natural disaster, act of God or by other insurable causes are also not covered. Complete Terms and Conditions for your residence can be viewed by visiting www.SLWofA.com. You will be asked to enter your zip code to ensure the correct version is displayed.
Does the warranty include the inside of the house?
No. The external water and sewer line warranties do not provide coverage for inside the house.
Who replaces landscaping if damaged?
SLWA will provide basic restoration to the site. This includes filling in the holes, mounding the trench (to allow for settling) and raking and seeding the affected area. Restoration does not include replacing trees or shrubs or repairing private paved/ concrete surfaces.
Is soil movement due to ground shifting covered?
Yes, ground shifting is one of the major causes for water and sewer line breaks. If the line is broken and leaking, the repair is covered under the warranty.
Is tree root damage covered?
Yes, invasive tree roots are another major cause for water and sewer line failures. If the line is broken, leaking or clogged, the repair is covered under the warranty.
Will the company inspect the lines for residents?
While SLWA reserves the right to inspect lines for pre-existing conditions, they generally do not inspect lines for residents to look for leaks or other problems. SLWA responds to customers who report a claim for a line leak, clog or other failure from normal wear and tear.
When does my warranty start?
Coverage begins 30 days after enrollment unless otherwise noted through a promotional letter.
Does SLWA have an annual or lifetime restriction on how much they will pay to repair?
No. Unlike some other warranties available, SLWA provides you with the full coverage per incident. They will pay up to your coverage amount each and every time you need them. SLWA does not limit the amount they will pay annually.
I cannot find my Terms and Conditions. How can I get another copy?
You may either call SLWA at 1-866-922-9006 to request another copy or visit www.SLWofA.com and follow the navigation prompts under “Manage Account” to log in. Once logged-in, select “View Terms & Conditions” from the home screen. The warranty product(s) that are active on your account will be displayed. Once you make your selection, your Terms & Conditions will display as a .pdf. You can print or save them at this time in addition to viewing them online.
ELIGIBLE DWELLING TYPES
Is the program just for residents, or can businesses participate?
This program is only available for residential dwellings.
I live in a condominium. Am I responsible for my water or sewer line?
Please contact your homeowners association to determine if you are personally responsible for your water or sewer service line. If you are responsible and you have a single service line serving your dwelling, you are eligible to enroll. If you are served by a shared line, please contact SLWA at 1-866-922-9006 to determine eligibility.
Can my condominium association enroll in this program?
Yes. Because coverage issues can vary widely between associations, please call 1-866-922-9006 to speak with an employee who specializes in this custom coverage program.
What do I do if I need a repair?
Simply call SLWA’s 24-hour hotline number at 1-866-922-9006 to speak with one of their claim representatives. There are no forms or paperwork for you to complete. Once you report a claim, their contractor must call you within an hour to schedule an onsite visit, which typically occurs within 24 hours, but on a rare occasion could take as much as 48 hours - including holidays and weekends.
The vast majority of repairs are completed within 1‐2 days of receiving the claim. Claims taking longer than a day are those which usually require utility line marking to prevent accidental damage to other lines on the property. At the completion of your repair, you will be sent a satisfaction survey. Results of these surveys are used to continually improve SLWA service levels and processes. SLWA has consistently enjoyed a 96% customer satisfaction rating (excellent and good categories).
What codes will SLWA adhere to? The current code? The original code at the time of installation?
If the line is broken and leaking, SLWA will repair or replace the leaking portion of the line according to the current code.
Who will do the repair work?
SLWA only employs qualified contractors from the local area who have the desire and ability to meet the high standards established by SLWA.
How selective is SLWA when choosing contractors to conduct repairs?
SLWA is very particular when it comes to selecting contractors into their network. SLWA’s objective is to provide the highest levels of customer service, and all SLWA contractors understand the importance of their role. SLWA works with local contractors that have both the desire and ability to meet their high customer service standards.
How many plumbers is SLWA going to work with in my City?
The number of plumbers depends on the number of households in the City. Generally, SLWA starts with a minimum of two contractors for the smallest cities, and adds one additional contractor for each 10,000 households of population.
What if the plumber does poor work?
SLWA screens local contractors to ensure that they have the desire and ability to meet the high standards established. All work is guaranteed for one year. Any work that fails to meet the warranty or quality standards will be re-performed by the contractor or another contractor at no cost to the homeowner.