If you believe SAWS is responsible for property damage or personal injury, you must submit a formal claim. SAWS will seek investigate your claim as quickly as possible.
How to File a Claim
In the event you feel you have incurred an injury and/or property damages due to work performed/or failed to have performed by the San Antonio Water System, an Agency of the City of San Antonio (“SAWS”), you must submit written information for review and consideration within 90 days pursuant to the City of San Antonio Charter. SAWS cannot initiate its investigation until it has written notice of your claim.
Including the right documentation with your claim helps SAWS review your claim in a more efficient manner. Please include any documentation you wish SAWS to consider in order to support your claim that immunity is waived and that SAWS’ negligent acts reasonably caused the claimed damages.
Examples include:
- Estimates
- Pictures
- Diagrams
- Bills and/or receipts, etc.
Filing by Mail
Download and print claim form to process by mail.
Important Notice
Please note that submission of your claim is not acceptance of your claims by SAWS. Upon receipt of your written notice of claim, SAWS will initiate a preliminary investigation to determine whether there is any reasonable likelihood of a waiver of SAWS’s immunity from claims and lawsuits.
As a governmental entity, SAWS is subject to the Texas Tort Claims Act, which specifically identifies certain governmental functions for which immunity applies, including “waterworks” and “water and sewer services.” While certain limited circumstances exist where SAWS may be held responsible for damages, this is generally limited to damages caused by the negligent operation of motorized equipment or motor-driven vehicle by a SAWS employee. As such, SAWS is immune from liability for any claims unless the Texas Legislature has clearly and unambiguously waived that immunity. As a governmental entity, SAWS must deny any claims where immunity has not been waived.
SAWS’s receipt of your claim and/or investigation into your claim are not an acceptance of liability, a waiver of immunity, or a waiver of any of SAWS’s rights, remedies, immunities, or defenses, all of which are expressly reserved. SAWS does not guarantee or provide any warranties, assurances, or representations of the ultimate determination of your claim. Rather, SAWS will make a determination of your claim based on all information and documents available.
If you have insurance coverage for your damaged property, SAWS recommends that you notify your insurance company at the time you submit this claim to SAWS. Your insurance company may be an immediate source of assistance to you for your alleged loss. You have a duty to take any remedial actions necessary, so do not delay making any necessary repairs, clean-up, or treatment.
Upon receipt of your claim, SAWS’s Risk Management-Claims Division will undertake a preliminary investigation to determine legal liability and whether there is any reasonable likelihood of a waiver of SAWS’s immunity from claims and lawsuits. Should you have any additional questions, please contact:
After You File – What to Expect
SAWS determines whether to pay a claim in full or in part, or to deny a claim. Please note that while we endeavor to make liability determinations expeditiously, thorough investigations can take some time.
Claims Decisions
SAWS usually sends claims decisions within [X] days. When you file your claim online, you will receive a confirmation of receipt and email notifications, which will be sent to the email address listed on your submission.
Approved Claims
- Your claim may be completely approved or approved in part. After your claim is approved, you should receive payment for the claim amount in [X] business days.
- SAWS does not pay a claim higher than an item’s actual value.
Denied Claims
- Claims can be partially or fully denied.
- Your decision letter will list the reasons for the denial.
Making an Appeal
If your refund was only partially paid or completely denied, you may file an appeal within [X] days of receiving the decision.
Contact Us
For general inquiries or questions about your claim, contact:
Claims Administration
(210) 233-2984
8 a.m. – 5 p.m. | M-F
If you are completing claim process by mail, please mail your form:
San Antonio Water System
Claims Administration
P.O. Box 2449
San Antonio, Texas 78298