LineSaver® Frequently Asked Questions

Q: Is LineSaver® a new program?
A: The unique water line, sewer line, and in-home emergency plumbing protection programs that are at the heart of LineSaver have been tested and proven in communities for over 6 years. There are already hundreds of thousands of homeowners across the country participating in the program. American Water is extending its expertise by offering LineSaver to municipalities on a national basis.

Q: Aren't repairs like this the responsibility of the water/sewer service provider? Is this some new charge or fee for homeowners?
A: The water and sewer providers have never been responsible for the maintenance of the service lines that run across the homeowner's property. Generally, the service provider responsibility for the water line ends at the property line and where the sewer line from the home connects to the sewer main under the street. Homeowners are responsible for the water line and sewer line that runs through their property between the street and their home. (service line configurations vary)

Q: Aren't repairs like this covered by a homeowner's policy?
A: No, this is considered a normal home maintenance expense and most homeowner insurance policies don't cover those costs.

Q: Who is eligible for LineSaver® protection programs?
A: All residential homeowners are eligible at this time. No pre-enrollment inspection is required. Also be aware that the LineSaver Service Line Protection Programs are not offered in all states or communities. Please call 1-800-931-1548 to find out if these programs are available in your area.

Q: What is covered by LineSaver®?
A: Service line breaks or leaks in the customer-owned portion of the water line and clogs and blockages in the customer-owned portion of the sewer line.

Q: How much is covered?
A: The amount can vary depending on the region, and service line configuration. In almost every case, the full cost of any repair will be covered. Typically, homeowners are covered up to $5,000 per occurrence for external water line repairs, up to $8,000 per occurrence for external sewer line repairs, and up to $1,500 per occurrence for internal plumbing emergency repairs.

Q: Will LineSaver® cover the costs of landscaping repairs?
A: Basic site restoration including filling-in, raking and reseeding is covered.

Q: Who will repair the water line or sewer line for the homeowner?
A: A fully licensed, local, professional plumbing contractor, dispatched from an American Water network of approved local contractors, will complete all the repairs. All repair work complies with state and local codes. American Water pays for the cost of obtaining permits.

Q: Is LineSaver® an insurance program?
A: No, LineSaver programs are generally considered to be service contracts, designed to provide peace of mind protection for homeowners and cover the costs of repairs for water and sewer line problems caused by normal wear and tear. In some states, such as California and Virginia, the Department of Insurance may consider LineSaver to be an insurance policy.

Q: How do homeowners pay for LineSaver®?
A: The cost to homeowners is a modest annual or monthly fee. Municipalities can add LineSaver to the water bill as an automatic payment plan or homeowners can pay by check, credit card, or four easy installments.

Q: How have homeowners reacted to the water line and sewer line protection programs?
A: The overwhelmingly-positive testimonials from participants enrolled in these service line protection programs confirm the superior service level and customer acceptance. Customer Satisfaction Survey Results yield 94% of customers are "very satisfied and satisfied with overall repair service" and 93% of customers are "very satisfied and satisfied with overall value of program". Copies of this feedback are available upon request.