Water Loss Program

CU is proud to provide a customer service offering designed to help protect customers from potentially high and unexpected repairs and costs associated with water leaks.


As your utility provider, we are committed to providing you with a safe and reliable water supply for you and your family. We are also continually striving to provide you with additional customer service options, and this service is just another way we feel improves our dedication to you.

In order for us to ensure you are protected, you will be automatically enrolled in Option 1 as detailed below. If you do not want to participate in this service, you can call us at 423-472-4521 and we will remove the service from your bill. If you wish to enroll in Option 2, you will need to contact us to sign up.


This program helps protects customers from unforeseen costs and helps alleviate undue financial hardships.


Please note any claims related to pre-existing leaks are not eligible for coverage under CU's Water Loss Program.


Feel free to contact us if you have any questions or require additional information.

Option 1
  • $2.00 per month Opt-Out Program
  • Covers up to $1,000 in monthly
    water/wastewater bills in a rolling 12-month period
  • Can be used to cover 2 months of bills during leak event
  • Requires documentation that leak has
    been fixed, with AMI confirmation
  • Available to all customers
  • Location ID specific
Option 2
  • $15.00 per month Opt-In Program
  • Covers up to $15,000 in property damage, water line repair/replacement, and water/wastewater monthly bills
  • Can be used to cover 2 months of bills during leak event
  • Requires documentation that leak has been fixed with AMI confirmation
  • Can be used once per rolling calendar year from the date of payment
  • Cost of repairs must be documented and supported
  • Customer must obtain minimum of two written quotes for repair services; the lowest cost quoted will be reimbursed
  • Cost of documented repairs will be reimbursed after repairs are made

Water Loss Program Frequently Asked Questions

  • 1.What is an "opt-in" program?

    An opt-in program is the process used to describe when a positive action is required in order to subscribe to a program. For example: the Water Loss Program option 2 requires you to opt-in if you choose to participate.

  • 2. What is an "opt-out" program?

    Opt-out is the process used when action is required to cancel program participation. For example: The Water Loss Program option 1 automatically offers coverage unless the participant requests to cancel the coverage.

  • 3. I’m on option 1 and just repaired a leak. How do I get my bill adjusted or credited?

    Call us at 423-472-4521 and one of our representatives will start the verification process to get your bill adjusted/credited.

  • 4. I signed up online for new service and opted out of the program not realizing what it is. I decide later I want to get on option 1. Am I immediately covered, and if not, how long do I have to wait?

    As long as there’s not a pre-existing leak at the property then yes, you are eligible to sign up and would be eligible for coverage as well.

  • 5. I have been on option 1 since the program started. Can I opt out today and sign back up for option 1 six months later and be immediately covered?

    No, you will have to wait 12 months before you can sign back up.

  • 6. Can I switch from one program option to another at any time and be immediately covered?

    Yes, as long as there is not an existing leak or you have not experienced a leak in the past 12 months coverage.

  • 7. I’m on option 1 and had a bad leak that used all of my $1000. Can I come off of option 1 for the next 12 months and then get back on it? Once back on option 1, do I still have to wait another 12 months to get coverage or am I immediately eligible?

    Yes, you can come off after that, but you will have to be a part of the program for a full 12 months before coverage would be extended again.

  • 8. I’m on option 1, had a bad water leak repaired and Cleveland Utilities put a credit of $300 on my account on June 1, 2021. I have $700 left to use on any other leaks that occur up until June 1st of 2022, correct?

    Yes, after June 1, 2022, you will have the full $1,000 coverage again.

  • 9. My pool liner has a hole in it. I had to replace the liner and refill the pool. I’m on option 1. Can I submit this to receive credit under option 1?

    No, because there was not a leak that was repaired. This program is for service to the home only and not for recreational applications.

  • 10. I’m on option 1 and had a bad water leak. My water bill was $1,300. All Cleveland Utilities will credit is $1,000 and I will be responsible for the remaining balance. Is this correct?

    Yes, this is correct.

  • 11. I’m on option 2 and I submitted a claim. After the claim is paid I decide to cancel the protection. Can I get back on either option at any time? If so, when does my coverage begin?

    Regardless of which option you re-enter, you will have to make 12 monthly premium payments prior to being covered again.

  • 12. I’m on option 1 and decide to come off the program for 12 months. I then decide to come back on the program and get on option 2. Am I covered right away?

    Yes, you would be covered after you re-enter the program after being off of the program for 12 months as long as you do not have a current, pre-existing leak. If you have a pre-existing leak, your coverage would not begin until you correct the existing leak.

*These are just a few examples of option 1 and 2 scenarios and not intended to be comprehensive as each situation will be reviewed. If you have any questions about the program, please call us!