Rural Water - Quarter 3, 2016 - 27


Beyond implementation
Sure, getting everything set up sounds
quite easy. But Rural Water is no stranger
to the "water line WARRANTY companies"
who are out there. With negative press
about cities endorsing those companies,
then consumers not getting paid, it's easy
to be hesitant about ServLine. After all, it
does sound too good to be true...right?
Tom Reese, general manager of
Northern Ohio Rural Water, had an existing
leak policy: If a customer had a leak of over
10,000 gallons above their average usage,

Utility Customer
Testimonial
Meet Joel from Berlin Heights
Ohio:
* His average bill was $75.63
* He had a leak and ServLine paid
$1,332.67. Joel paid his average bill.
* "My ServLine experience was
AWESOME! A relief!" Joel also
stated, "It was all taken care of and
it all went away; it was nice to have
the insurance available."

''

''

Because most customers either can't or
won't pay the full amount of the leak, the
water system suffers revenue loss ranging
from a few dollars to several thousand
dollars per occurrence. Water-worldwide,
this seems to be an issue.
The city of Milford, Utah, recently
chose an insurance option designed to
protect the system and the customer.
After implementing ServLine in April,
Rural Water Association of Utah talked to
Monica Seifers, City Recorder, about her
experience with ServLine.
When asked what interested the city
of Milford most about ServLine, Seifers
stated, "Being able to provide consumers
with a service that we weren't able to
provide. In the event there was a leak, they
would be covered."
"I thought it was going to be
complicated [to get set-up], it was
simple, easy. I like things to be simple,"
Seifers added.

MOST HOMEOWNER'S INSURANCE

POLICIES DON'T COVER WATERLINES
OR LEAKS, BUT 90 PERCENT OF

HOMEOWNERS BELIEVE THEY ARE

COVERED. UNFORTUNATELY, WHEN A

LEAK OCCURS, THEY QUICKLY LEARN
WHEN THEY RECEIVE THE BILL.

Read more from Monica's interview

RWAU: How did you hear about ServLine? 
Monica: Actually I heard about it through Rural Water. One of their field staff brought a
ServLine brochure to our office and explained what it was all about. Our team learned
more at the RWAU spring Annual Conference in St. George.
RWAU: Tell us about your experience with ServLine so far.
Monica: WONDERFUL!! They are so professional and knowledgeable, they walked us
through everything, explained everything.
RWAU: Was it complicated to get started? 
Monica: Not at all. I thought it was going to be complicated; it was simple, easy. I like
things to be simple.
RWAU: We understand you weren't only interested in protecting your utility, but
you were more concerned with your customers, tell us about that.
Monica: ServLine protects on overcharges due to leaks; it provides an opportunity to
have inexpensive leak coverage. Earlier this year we had a consumer in town that had a
private sewer line break. Unfortunately, they had to pay $10,000 out of pocket.
RWAU: How are you letting your consumers know about ServLine?
Monica: We are in the process of sending out ServLine flyers in their monthly statement. We
are excited to bring this extended service to the people of our community here in Milford.

Read more from Tom's interview
NRWA: How did your utility customers respond to the implementation
of ServLine?
TOM: For two months, we inserted the flyer about leak coverage and water line
protection. The third month we put the information on their bill in red lettering again,
informing about the coverage and how to opt out. All phone calls were handled by
ServLine by our office just transferring the calls. The number of unhappy customers was
fewer than 10.
NRWA: What was your experience when your customer needed to file a claim?
TOM: ServLine and Hanover Insurance handle all questions...the only thing we provide
is the customers' usage history.
NRWA: How long did it take to get payment for the leak from ServLine?
Tom: Turnaround is like 7-10 business days.
NRWA: Was filing the claim easy?
Tom: To our knowledge, the process is very painless, and our customers seem happier.

RURAL WATER

27



Table of Contents for the Digital Edition of Rural Water - Quarter 3, 2016

The Latest Drinking Water Innovations
Potable Reuse of Water: A View from Arizona
Getting the Public on Board with Your Potable Water Reuse Plan
Recapturing Revenue from Water Loss
Water Depletion and the Customer
Boardroom Courtesy
From the President
Finance: Audit Requirements
Technology: The New System that Uses Sound to Alleviate Water Shortage
Emergency Management: Creating a Drought Response Plan
A Day in the Life of a Circuit Rider
Regulatory Update
Throwing My Loop: An Old Familiar Tune
Index to Advertisers/ Advertisers.com
Rural Water - Quarter 3, 2016 - cover1
Rural Water - Quarter 3, 2016 - cover2
Rural Water - Quarter 3, 2016 - 3
Rural Water - Quarter 3, 2016 - 4
Rural Water - Quarter 3, 2016 - 5
Rural Water - Quarter 3, 2016 - 6
Rural Water - Quarter 3, 2016 - 7
Rural Water - Quarter 3, 2016 - 8
Rural Water - Quarter 3, 2016 - 9
Rural Water - Quarter 3, 2016 - 10
Rural Water - Quarter 3, 2016 - From the President
Rural Water - Quarter 3, 2016 - The Latest Drinking Water Innovations
Rural Water - Quarter 3, 2016 - 13
Rural Water - Quarter 3, 2016 - 14
Rural Water - Quarter 3, 2016 - 15
Rural Water - Quarter 3, 2016 - 16
Rural Water - Quarter 3, 2016 - 17
Rural Water - Quarter 3, 2016 - Potable Reuse of Water: A View from Arizona
Rural Water - Quarter 3, 2016 - 19
Rural Water - Quarter 3, 2016 - 20
Rural Water - Quarter 3, 2016 - 21
Rural Water - Quarter 3, 2016 - Getting the Public on Board with Your Potable Water Reuse Plan
Rural Water - Quarter 3, 2016 - 23
Rural Water - Quarter 3, 2016 - 24
Rural Water - Quarter 3, 2016 - 25
Rural Water - Quarter 3, 2016 - Recapturing Revenue from Water Loss
Rural Water - Quarter 3, 2016 - 27
Rural Water - Quarter 3, 2016 - 28
Rural Water - Quarter 3, 2016 - 29
Rural Water - Quarter 3, 2016 - 30
Rural Water - Quarter 3, 2016 - Finance: Audit Requirements
Rural Water - Quarter 3, 2016 - 32
Rural Water - Quarter 3, 2016 - 33
Rural Water - Quarter 3, 2016 - 34
Rural Water - Quarter 3, 2016 - Technology: The New System that Uses Sound to Alleviate Water Shortage
Rural Water - Quarter 3, 2016 - 36
Rural Water - Quarter 3, 2016 - Emergency Management: Creating a Drought Response Plan
Rural Water - Quarter 3, 2016 - 38
Rural Water - Quarter 3, 2016 - 39
Rural Water - Quarter 3, 2016 - A Day in the Life of a Circuit Rider
Rural Water - Quarter 3, 2016 - 41
Rural Water - Quarter 3, 2016 - 42
Rural Water - Quarter 3, 2016 - Water Depletion and the Customer
Rural Water - Quarter 3, 2016 - 44
Rural Water - Quarter 3, 2016 - Boardroom Courtesy
Rural Water - Quarter 3, 2016 - 46
Rural Water - Quarter 3, 2016 - 47
Rural Water - Quarter 3, 2016 - Regulatory Update
Rural Water - Quarter 3, 2016 - 49
Rural Water - Quarter 3, 2016 - 50
Rural Water - Quarter 3, 2016 - Throwing My Loop: An Old Familiar Tune
Rural Water - Quarter 3, 2016 - 52
Rural Water - Quarter 3, 2016 - 53
Rural Water - Quarter 3, 2016 - Index to Advertisers/ Advertisers.com
Rural Water - Quarter 3, 2016 - 55
Rural Water - Quarter 3, 2016 - 56
Rural Water - Quarter 3, 2016 - 57
Rural Water - Quarter 3, 2016 - 58
Rural Water - Quarter 3, 2016 - cover3
Rural Water - Quarter 3, 2016 - cover4
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