No one wants to experience damage to their property
If you sustain a loss for which Avista is responsible, we want to promptly and fairly compensate you for your loss. That process begins with the filing of a claim which is explained below.
(See Claims Inquiry FAQ's. Use the dropdown menu to select Claims Inquiry)
To evaluate your claim, we’ll determine:
- How the incident happened
- Whether or not it was caused by Avista
- The extent of your damages
- What the law considers fair compensation
Each claim is evaluated based on the information you provide and the results of our investigation, which may involve:
- Review of records
- Interviews of employees or witnesses
- Technical evaluation
Our goal is to reach a decision on your claim within 30 days of receipt. However, if there are complex issues involved or if additional information is needed, the process may take longer. When the investigation is complete, we will either call or send you a letter informing you of the outcome.
Our responsibility is to fairly compensate you for damages that happen because of negligence on our part. That responsibility does not extend to damages not caused by Avista. Examples of damages not covered by Avista include those caused by:
- Weather-related conditions such as ice, wind, lightning, heat, snow
- Animal contacts with equipment
- Equipment failure
- External causes such as motor vehicle accidents, trees, construction activity
- If you have suffered damages, we recommend you do the following:
- Retain copies of all receipts for a full and accurate assessment of any loss or damage suffered
- Minimize your damages such as obtaining ice to prevent food spoilage during extended outages
- Make sure losses or expenses incurred because of an incident are not accumulating needlessly and are reasonable in relation to the loss
Your Claim Inquiry Options
You may wish to refer your damage claim to your insurance company. The insurer may be able to reimburse you for your losses and will, in some cases, pay replacement value for damaged items. Your insurer and Avista can determine if we are responsible for the damages and agree on any amount due.
Processing your claim inquiry will be faster if you complete the claim inquiry form (PDF). Please be as thorough as possible. Include photographs as needed, and provide complete and accurate supporting documentation, such as:
- Property Damage — Detailed repair estimates and/or invoices or purchase records
- Personal Injury — Copy of medical records and receipts
- Lost Wages — Verification of lost time from your employer, payroll stubs showing your hourly or daily pay rate. The time you spend to pursue your claim is not eligible for compensation
- Lost Revenues — Tax records and/or bank statements, payroll records, revenue and expense statements, sales receipts
- Miscellaneous Losses — Hotel and restaurant receipts, car rental receipts
- Food Spoilage* — An itemized list of the cost and type of spoiled perishable food, with receipts or other documentation
* Food spoilage complaints based on the recommended guidelines from the U.S. Department of Agriculture
- A fully stocked freezer will usually keep food frozen for two days after losing power.
- A half-full freezer will usually keep food frozen about one day.
- In the refrigerator, food will usually keep cold up to four hours if the door remains closed.
How to Send a Claim Inquiry Form
- Complete a claim inquiry form (PDF) and attach any supporting documentation OR provide the requested information in the body of the email and attach supporting documents. At this time, we are only accepting the following file types: .pdf .doc .xls .jpg
Email completed form and documents to:firstname.lastname@example.org
- Complete a claim inquiry form (PDF) and provide any supporting documentation.
Mail completed form and documents to Avista Claims Department – MSC 22, PO Box 3727 Spokane WA 99220-3727
We are committed to evaluate all claims in a responsive and fair manner to help promptly resolve your claim. We appreciate your patience as we work through the process.