Learn What To Do If You Have Suffered Damage To Your Property.
NB Power is committed to providing our customers with safe and reliable power. We invest millions of dollars each year to improve and maintain our province’s electrical grid. Despite our best efforts, NB Power cannot guarantee an uninterrupted supply of electricity, and there are times when power outages or voltage fluctuation may occur due to circumstances beyond our control.
If damages to your property are caused by weather-related outages or other causes beyond our control, NB Power is not responsible and you will not be eligible for compensation.
If damages to your personal effects were caused by NB Power negligence, you may be eligible for compensation. In these cases, you will have to complete our Damage Claim Submission Form. You can find more information on the damage claim process in our “Frequently Asked Questions” section.
For damages related to water heaters please call our toll-free number at 1 800-663-6272.
Guarding against voltage disturbances
While NB Power operates and maintains the power system to exacting standards, voltage variations cannot always be avoided. NB Power does not provide secondary protection for your electronic devices in such situations so protecting them is your responsibility. You should speak with an electrical contractor about installing secondary protection on your electrical panel.
Frequently Asked Questions
As shown below, any damage to areas in orange (electrical meter and service wire) will be repaired by NB Power. Damage to areas in grey (meter mast, meter base and service duct) are the responsibility of the homeowner and repairs must be made by an electrical contractor prior to power being restored to the home.
Damages caused by these events are typically not eligible for compensation from NB Power:
- Damage resulting from a weather event (lightning, wind, snow/ice, etc.)
- Unexpected equipment failure and voltage fluctuations
- Outages caused by animals
- Outages caused by emergencies such as motor vehicle or other accidents involving utility poles or other NB Power equipment
- Fallen trees/branches
You can make a claim by completing our Damage Claim Submission Form. Please follow the instructions on the form on how to submit your claim to NB Power.
When you submit a claim, you will be required to provide repair and/or replacement quotes and receipts. You may also need to provide pictures of the damages. We recommend that you take a screenshot or print the information you have entered into the form before submitting, along with the supporting documents in the event we need to discuss them with you.
Once we receive your Damage Claim Submission Form and supporting information / documentation, we will start our investigation to determine the cause of the incident. Every claim is unique and requires a specific set of considerations. A damage claim investigation typically takes 60 business days.
We understand there are circumstances where items may require immediate repair or replacement. Unfortunately, you are responsible for paying for any replacements, repairs, or technicians’ bills until a decision has been made on your claim.
You should keep your damaged items until the claim is resolved, as they might be needed for the investigation.
If NB Power’s investigation determines that we are responsible for the damages, you will be paid the lesser of the following two amounts:
- The cost to repair your damaged item(s) or
- The value of the damaged item(s), taking depreciation (commonly called “wear and tear”) into account.
NB Power does not pay out claims based on replacement value. We calculate the value of damaged items using standard insurance company depreciation values, which take into account an item’s useful life and how much value it loses each year.
NB Power recommends that you contact your insurance agent to find out if you are covered for the damage. Every claim is unique and insurance policies differ, but your insurance policy may pay full replacement value for any damaged items.
Still have questions?
Contact us and we'll be happy to help you with any questions you may have.