Page 42 - MRWATODAYWinter2021final

ServLine Program

The ServLine Leak Protection Program creates a win-win-win opportunity for your utility and your customers.

Aging infrastructure is causing more and more water leaks each year, which can negatively impact utility
budgets, efficiency and customer perception. For utility customers, a high-water bill can result in a long payment
plan and a feeling of dissatisfaction with the water utility.

The ServLine Leak Protection Program, which is a MRWA/NRWA Affinity Partner, protects the utility customer from
the expense of a high-water bill due to a leak and delivers a seamless claims experience, which increases utility
customer satisfaction. ServLine also reduces the utility’s costs by helping to recapture lost revenue and bad debt
associated with customer water leaks while removing the stress, effort and time involved in addressing them.

HomeServe has acquired ServLine

Offering a solution for utilities to recapture lost revenue from customer
water leaks, and protect customers from an unforeseen and potentially

costly expense from water loss.

A win-win for utilities and customers *

Common Utility ServLine

Leak Policy • Leak - $700 bill to customer

• Leak - $700 bill to customer • Average normal bill - $50 per month
• Average normal bill - $50 per month • 100% leak adjustment for customer
• 50% leak adjustment for customer • 100% of the water bill paid to utility

• 50% of the water bill written off by utility
• Leak cost above average bill - $650

• Leak cost above average bill - $650 • Customer pays utility - $50 (avg. bill only)
• Customer pays utility - $325 + $50 = $375 • ServLine pays utility - $650 **
• Utility pays - $325 • Utility pays - $0

Simple claims process:

• Customer receives bill
• Customer fixes leak
• Customer calls ServLine
• ServLine pays overage from average bill directly to utility
Make a Difference in Your Community
• Customer is completely satisfied!
To learn more about the ServLine Leak Protection Program,
* Sample scenario visit www.servline.com or call 866-974-4801.
** ServLine Water Leak Protection covers up to the limit selected by the utility
Frequently Asked Questions Quick Facts
https://www.servlineutility.com

Who else offers this type of program? The ServLine Leak Protection Program provides
Currently ServLine is the only company in the country numerous benefits to utilities and their customers.
offering this as an insurance-backed program that is
vetted and partnered with the National Rural Water Benefits to customers:
Association and multiple state associations. The Financial Protection
program has paid 100% of claims that have met the • Up to $2,500 in protection from excess water bill
utility’s leak guidelines.
• No deductible
Why is this an opt-out program? Better Experience
There was concern that a portion of the customer base • Seamless processing of claims
would miss the notice information, so an opt-out approach • Staff to ensure customer satisfaction
prevents those customers from “falling through the cracks”
and facing an unexpected and expensive charge. Increased Awareness
• Materials sent to residents about responsibility
Will this cause more work for utility staff? • Questions answered by ServLine
Once implemented, the program will simplify the utility staff’s workload • Peace of mind that unexpected expenses will be
and should decrease the amount of time and effort spent on leak fully covered
adjustments. There is setup and training that takes place during the launch
process. However, a ServLine team personally guides the staff through this Benefits to utilities:
process and will continue to be a resource to the utility staff after launch. Costs

How do customers respond to the program? • Customers’ excess bills get paid up to $2,500 by ServLine
Across the nation, we have over a 96% participation rate because most • Utility recaptures lost revenue from adjustments and
customers appreciate the robust benefit and peace of mind it provides for a bad debts
small charge. Administration
• Staff workload is reduced and becomes simplified
and consistent
I was, at first, skeptical about the monthly cost and wisdom Customer Satisfaction
of purchasing ServLine. Then I had one of those unfortunate • Public relations improved
incidents of corrosion eating through a fitting just downline • Greater satisfaction with utility
of my meter. As soon as I received the first high water bill, I About
located the leak and repaired it. The claim process was as
expected as to required information, and payment was fast.
I have had several of these water line breaks over the years HomeServe is a leading provider of
in various places. I believe ServLine is a great answer to cost repair service programs with over 4
million customers in North America
containment for water loss beyond my control. and over 900 municipal and utility

partners. HomeServe, an A+ Better
Castalian Springs-Bethpage Business Bureau-rated company,
Water Utility Customer is dedicated to providing best-in-
class services and an exceptional
customer experience.

Insurance for the ServLine program is issued to utilities and placed through HomeServe USA Repair Management
Corp. (HSRM), a licensed insurance agency. In California, HSRM does business as HomeServe NA Insurance
Services (California License # 0F79326). ServLine® is a registered trademark of HomeServe.
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