How to get reimbursed for sewer pipe damage

Property damage claims are reported via the regular CUSTOMER SERVICE number 1-800-288-2020.

When you call use the phrase PROPERTY DAMAGE CLAIM.  Info here

If you get no where, file a complaint with the BBB.  Those are handled by the OOP.

Thanks @skeeterintexas . Unfortunately, that just gets me where they will text me a page to file a claim that is limited to wireless phone claims on the protection they offer. I guess I'll leave it til Monday to see if anyone reaches out, and if not, go the BBB route.

I have been dealing with the exact same issue since the end of February. We we’re having Plumbing problems for the last 2 years and finally had a camera ran through our lines. AT&T ran a fiber optic line straight through the sewerage pipe.  I have been given the run around. I’ve called about 10 different numbers about 100 times, filed 2 separate claims, had 2 AT&T field workers come out to my home and was told someone from the claims department would contact me within 3-5 days. It is now May 1st and I still have not had anyone from Sedgwick contact me. I’m about to contact a lawyer.  Please let me know if you get in touch with anyone. 

I have had the same problem yesterday. Same comment on AT&T Forums to call 288-2020 and I just get a phone claim and transferred multiple times. I left a message with Sedgwick no call back. I even left a message with our construction help desk. Doesn't help I can't understand their people. 

Thankfully, I was wrong about the trenching being related to ATT expansion. Turns out it is Spectrum cable. Called them, they setup a claim within 5 minutes, and transferred me to get service the next day. New line has already been ran to replace my ATT 50/10 package. That isn’t missing a zero - 50 down.

No one is perfect, but I was really bummed when I bought the house that only ATT was available mostly due to customer service issues in the past. It hasn’t been the worst, but there certainly is room for improvement with phone support. 

Hi there, kritternugget. We understand that you have not heard from your claims' rep yet. That is very strange. We can point you in the right direction to follow up with. 

According to our property damage claims process, if you have not heard from Sedgwick in 48 hours you can log into the Sedgwick portal with your claims number to check the status of your claim, and also you can to contact the claims' rep that has been assigned to you. 

If there is anything else that we can do for you, please reach out to us again. 

Matthew, AT&T Community Specialist

I don't even have a claim number yet that is the problem! I left messages with Sedgwick to start a claim. 

Thanks for coming back, kritternugget. We do appreciate it.  Let's get this claim done right. 

We will more this conversation to the AT&T Direct Message space. You will see a chat icon appear next to a bell icon at the top of this thread. Please reply there. 

Looking forward to getting this claim submitted. 

Matthew, AT&T Specialist

I'm sorry to hear about your fiber installation issue and the damage to your sewage line. It sounds frustrating to have difficulty reaching the right department to address your concerns to file a claim. I suggest trying AT&T's online support channels or visiting a store in person. Document the damage caused and also be sure to keep any receipts or invoices from the plumbing services you've required as well.

I am having the same issue. Fiber boring company shot fiber conduit right through my sewer line sometime between Feb and April. Damage resulted in sewer backup in early May. Had to pay a plumber to repair the damage. I've been trying to file a claim for weeks. I continually get bounced around from number to number, sometimes ATT, sometimes Direct TV. I worked with a rep today and he took down lots of information but then said the group that could file the claim had technical difficulties generating a claim number. He gave me a "direct line to risk management" who could generate the claim number (844-859-2369). I called that number and it is out of service. So far I have about 10 hours invested in calling and waiting and documenting. I left messages with Sedgewick but they will not do anything without a claim number. Any guidance?