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Residential ServLine® Program

We are always striving to provide our customers with the most effective services possible. We recognize many of you have struggled with the high cost of water leaks and water line repairs. Many homeowners were surprised to find out they are responsible for both the extra water charges from water leaks and repair of the water line from the meter to the home. These homeowners were shocked to discover that their homeowners insurance does not cover any of the repair costs (which can exceed $2,000) or the extra water bill from the leak that can add hundreds of dollars more.

Because these costs can be a burden, Hixson Utility District is excited to provide a program that protects our residential customers, as long as they have their own water meter, from these very high and unexpected repair and water leak costs. The program is called ServLine®. Our ServLine® Program provides broad protection with no deductible and is insured by an “A” rated insurance company.

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Water Loss Protection: Automatically Enrolled $1.40/Bill

  • Claims cover increased water charges due to a leak identified and repaired in the main service line between the water meter and the foundation of the home (one bill per 24 month period).  Refer to full Leak Adjustment Policy for additional coverage information.
  • No deductible and follows our existing leak adjustment policy of 1 leak adjustment per 2 years. If participation is declined there is a 30 day waiting period to re-enroll.
  • Call us to decline protection and accept full responsibility for water bills resulting from eligible plumbing leaks.                                                                                                                            

Water Line Protection: Sign-up by calling $7.50/bill

  • Covers repair or replacement of water line up to $10,000. No deductible. No annual limit.
  • Provides water line protection from your meter to the foundation of your home.
  • Be protected from these expensive repairs! Enrollment after the Program start date requires a 30 day waiting period.
  • Includes $500 for site restoration and $500 for private paved surfaces such as sidewalks or driveways.
  • Adding Water Line Protection after Program start date will result in a 30 day waiting period.

As your service provider for water service we are dedicated to providing you with reliable service and a safe water supply.  Over the years we have made many improvements to our system and will continue to upgrade and maintain our equipment in order to provide you this service.

One service we have provided is for leak adjustments. After reviewing our leak adjustment policy and the hardship it causes for a family we looked at alternatives that would help eliminate this unforeseen hardship. Therefore, we have developed a new and broader program called the Hixson Utility ServLine® Program. The new the Hixson Utility ServLine® Program enhances our leak adjustment policy, plus it allows us to add protection for repair of your water line when it breaks. So it is important that you are enrolled in both programs for your protection.

Our enhanced Hixson Utility ServLine® Program provides homeowners with a service for leak adjustments (business and large meter customers are not included at this time). Hixson Utility ServLine® also offers water line repair / replacement services that you may wish to consider as well.  The basic service we are excited about at this time is the “leak” protection program.  This service enhances our present leak adjustment policy. This Program provides a once per 2 years leak protection up to $2,500.00, with no deductible.  See our Leak Adjustment Policy for more information.

The cost for this service is only $1.40 per bill, for up to $2,500 in protection.

In order for us to implement this enhanced service we have changed the way we make adjustments. Customers will now be charged $1.40 per bill for the new ServLine® “leak” service. In order for us to insure you are protected YOU WILL BE AUTOMATICALLY ENROLLED IN THIS SERVICE if you are a residential customer. If you do not want to participate in this service you can call our ServLine® customer service number and we will document your cancellation and we will remove the service from your bill.  Remember, if you choose not to participate you will be responsible for the entire cost of a leak as Hixson Utility District will only be adjusting bills for homeowner's eligible leaks through our ServLine Program. If you decide to cancel and want back in the program you may sign you back up at any time but there will be a 30 day wait period for your service to become effective, and if you have had a leak you will be responsible for the entire bill.

Hixson Utility District is excited about this new service as it protects you as a homeowner from unforeseen cost, especially since there is no deductible. We are also excited about expanding our service to provide optional coverage for repair / replacement for broken water lines. So we encourage you to consider adding the additional coverage for repairs. If you have any additional questions, feel free to call our office or our ServLine Customer Service at (423) 308-5537.

Finally, we wish to express to our homeowners that while this service is not mandatory, they are services we feel may prevent undue financial hardships should you have a leak or broken pipe. Again, we are dedicated to providing reliable service and a safe water supply for you and your family. These new services are just another way we feel improves our dedication to you.

Sincerely,
Hixson Utility District

Frequently Asked Questions

Isn't the exterior water service line the Utility Company's responsibility until it connects to my house?

No. The water service line is the homeowner's responsibility from the Utility's water meter until it connects to your home.

Doesn't my Homeowners Insurance cover damage to my exterior water service line?

Most homeowner's insurance policies do NOT cover the exterior service line. But good news, with our new ServLine® Program you do not file a homeowner's insurance claim or pay a deductible.

Can I decline participation in the ServLine® Leak Protection Program and take my chances?
  • Yes. You do not have to take advantage of this program and can decline with just a quick phone call.
  • If you decline participation you will now be responsible for all excess water charges from a line leak. ServLine® is the new way we adjust water bills for qualifying leaks that result in excess water charges.
  • However, it would take over 166 years of monthly charges for Leak Protection to pay for only one excess water bill of $1,000.
How many times per year can I make a claim for bill relief from a water leak with Leak Protection?

Leak Protection enhances our leak adjustment policy for residential customers and follows the same guidelines allowing one claim every 2 years.

Does Leak Protection pay for excess water bills from leaks that happen because of plumbing leaks that happen inside my house? What about leaks on irrigations systems or other connecting exterior water lines?
  • Leak Protection follows the same guidelines of the leak adjustment policy it enhances.
  • Our leak adjustment policy guidelines and intention remains the same: to adjust for underground water leaks between the meter and the house. Therefore, it shall not apply to any leaks inside the foundation of the home including but not limited to leaking faucets, commodes, water heaters or pipes inside or under the house or building. This policy shall not apply to faucets, spigots or hoses on the building foundation itself. The Hixson Utility ServLine® Program applies only to domestic use accounts with their own meter. There will be no adjustments for underground sprinkler systems, swimming pools, docks, cattle watering, farming, gardening, ancillary buildings or any other uses beyond the dwelling foundation. The District will continue to consider an adjustment if the customers current bill is greater than 150% of the highest bill during the last five billing periods and the customer can verify to the satisfaction of the Hixson Utility ServLine® Program there was a leak in his plumbing system between the meter and the house and that said leak has been repaired.
Is there a waiting period for protection to take effect?

There is a not a waiting period for the Water Line Protection if you signed up before the start date of our new ServLine® Program. However, after the start date there is a 30 day waiting period unless a new customer is signing up a new connection or an existing customer moves to a new address and is establishing a new account and connection. Since you are automatically enrolled in Leak Protection, there is no waiting period for Leak Protection.

Is the $10,000 limit for repairs and replacement of exterior water service lines enough?

The $10,000 limit for repair and replacement of the water service line with Water Line Protection is enough for all but the most unusual situations.

How many times per year or over multiple years can I have my exterior water line repaired or replaced by the Water Line Protection?

Multiple leaks or repairs are not a problem for Water Line Protection. The coverage is in place for each occurrence whether there are one or more leaks in a year or after several years. The coverage is in place as long as you remain enrolled in the program.

I received information regarding a warranty program in the mail. Is this the same program?

No. Our program is unique and is not like any program you may have seen before. We have never endorsed or offered a service line program until now.

What happens if I break my exterior service line by hitting it while digging?

Good news! We will cover the break as long as an 811 One Call has been made and the water service line is marked prior to digging.

Does Water Line Protection (which provides coverage for repairs of the water service line from our meter to the foundation of your home) cover my sprinkler system water lines, other irrigation lines, water lines to swimming pool, water lines to other stru

Water Line Protection covers repair or replacement of the exterior water line from the meter to the foundation of your home. The repair or replacement coverage does not extend to sprinkler system water lines, other irrigation lines, water lines to swimming pools, water lines to other structures, or water lines inside the home.

Is my water line covered for absolutely everything that might make it leak or break?

The Water Line Protection has very broad coverage but there are things that could happen that would not be covered by the Water Line Protection. Things like earthquakes, floods, or landslides are excluded. So are back-ups into the house or costs to remove clogs or plugs among others. No program is going to cover absolutely everything.

How much is my deductible when I have a repair.

Great news! There is no deductible for either Leak Protection or Water Line Protection.