Filing a Claim
If you’ve experienced property damage, loss or injury and believe it may be related to our operations, Santee Cooper is here to help guide you through the claims process. Before you submit a claim for review, we encourage you to read the information below to better understand how claims are evaluated.
Claims We Do Not Cover
We understand that unexpected events can be frustrating. In some cases, however, certain types of damage are outside of our responsibility. Santee Cooper does not guarantee uninterrupted service, as outlined in our Terms of Service, and we are not liable for damages caused by events beyond our control, including:
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Damage, food loss, power outages or voltage fluctuations caused by acts of nature (e.g., animals, ice, flooding, lightning, wind, hurricanes, wildlife, extreme heat, etc.).
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Equipment failures not related to negligence.
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Damage caused by third parties (individuals or entities not employed by Santee Cooper).
- For example, if a vehicle strikes utility equipment and causes an outage, liability will fall to the driver rather than Santee Cooper.
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Damage that occurred over two years ago, in most cases.
Understanding Equipment Responsibility
This illustration highlights the different components of an electric service system and helps explain which equipment is typically maintained by Santee Cooper, and which is the customer’s responsibility.
In general, Santee Cooper is responsible for the infrastructure that delivers electricity to your property, such as power lines, poles and transformers. Equipment attached to your home or business — such as the service mast, meter socket and service panels are typically the customer’s responsibility.
This distinction is important when evaluating claims. Santee Cooper is generally only responsible for damages resulting from issues with utility-owned equipment or from proven negligence. Damage related to customer-owned equipment, lack of maintenance (such as tree trimming near service lines), or third-party actions is typically not covered.
Understanding where responsibility begins and ends can help set expectations and ensure your claim is directed appropriately.
Always call 811 to have any customer-owned underground utilities located and marked before Santee Cooper services your location.
How to Submit a Claim
If you believe your damage, loss, or injury was caused by Santee Cooper’s negligence, please complete the General Liability Damage Claim Form and gather all supporting documentation (i.e., photos, videos, receipts, etc.)
Please send all supporting documents by mail or email using the contact information below:
OR
Santee Cooper
General Liability Claims, Mail Code: HG01
P.O. Box 2946101
Moncks Corner, SC 29461-6101
For all automobile related claims, please reach out to claims@santeecooper.com to file.
What Happens Next
Once we receive your claim, our team will carefully review the details. We may reach out if additional information is needed, and we’ll keep you informed throughout the process. You’ll be notified once a determination has been made.
For status updates throughout the claims process, please contact your assigned adjuster. Santee Cooper’s hours of operation are Monday - Friday, 8 a.m. to 5 p.m. EST.
Can I file with an insurance company instead of Santee Cooper?
You also have the option to file your claim through your insurance provider instead of submitting directly to Santee Cooper. In some cases, your insurer may be able to reimburse you more quickly and may offer compensation based on replacement value.
If needed, your insurance company and Santee Cooper will work together to determine responsibility and any applicable reimbursement. Please note that Santee Cooper does not provide compensation based on replacement value for damaged items.
Is there a time limit on filing a claim?
Yes, claims should be submitted as soon as possible after the loss so that the circumstances can be properly reviewed. Claims against Santee Cooper may also be subject to applicable statutory time limitations.