Gold pipe with water exploding from its curved joint.

Responding to and Documenting Water and/or Sewer Backup Incidents

Provided by NDIRF Director of Member Services Corey Olson, CIC

Water and sewer backup claims can happen anywhere at any time. There are several different reasons on how these can happen, whether it is putting things down the drain that don’t belong, such as F.R.O.G. – Fats, Rags, Oils & Grease, illegal hookups or the malfunction of your entity’s water infrastructure. These situations may get you involved in a claim situation you are not ready for.

The key is to be prepared.

First and foremost, there needs to be policies and procedures in place on how your entity’s water infrastructure operates. Policies and procedures provide step by step instructions describing how operators and staff carry out routine tasks and emergency situations. This will ensure every operator follows consistent and correct procedures. When staff turnover occurs or outside operators assist during an emergency, this will help new operators get up to speed and help ensure nothing important is missed.

A scheduled routine maintenance plan should be in place. The scheduled maintenance should follow industry standards and be documented, time stamped, and filed where it can be easily accessible. Documentation is important to assist the NDIRF in your defense of a water back up incident.

The NDIRF has created a Water/Sewer Backup Incident Report that will serve as a guide to help our members capture important information regarding its response, site condition, and repair/mitigation. This report is available on our website at www.NDIRF.com>Member Benefits>Risk Management Resources. Please complete this report as soon as possible after the sewer/water backup incident is resolved and submit it to your local agent.

When an incident is brought to you by a homeowner or business owner, it is important to act quickly and document the incident by the above referenced report or something that contains the same information. The incident may not be a claim right away but may turn into a claim in the future. With this documentation, the details of the incident are readily available and will help with important details of the situation.

Review the below article from our Spring 2020 Participator if a resident or business owner submits a complaint to you:

How to Respond to Water and/or Sewage Backup Claims

Backups can occur for a variety of reasons, but no matter the cause, property owners are justifiably upset. Generally, their home, business, or personal property has been significantly damaged, and their lives have been temporarily disrupted.

Often, backups are caused by a blockage from solid items or paper products being introduced into water and sewer systems. When property owners report backups, employees from the entity that provides the service respond to the scene and flush the line to remove the blockage.

If your employees interact with property owners who experience a backup, it is important your employees refrain from admitting fault or committing to pay for damages because your entity may not be found liable (i.e. responsible and/or the cause of damage). Your entity may not be found liable if it routinely performs required inspections and maintenance of its water and/or sewer infrastructure and promptly addresses findings that could lead to a backup.

Here are suggested talking points for your entity’s employees who are assisting property owners who have experienced a backup:

  • Take action to prevent further damage.
    Advise property owners to quickly take action to prevent further damage because if your entity is not found liable for the backup, they will be responsible for all repair costs.
  • An incident report will be completed.
    Inform property owners your entity will first submit an incident report and supplemental documentation to the NDIRF. Your entity should keep of a copy of this report and documentation for your reference.
  • A loss notice will be submitted to the NDIRF.
    Let property owners know they’ll receive a call from an NDIRF claims representative shortly after your entity submits a loss notice.
  • A full investigation will be completed.
    Inform property owners your entity will perform a full investigation to review damages caused by the backup as well as its water and/or sewer inspection, maintenance, and repair records. Your entity may not be found liable if it routinely performs required inspections, maintenance, and repairs.
  • Contact property insurance agent immediately.
    Remind property owners to file their water and/or sewer backup claim with their property insurance agent as soon as possible. If your entity is not found liable, property owners may need to recover damage costs through their property insurance policy.

Property owners (homeowners, business owners, etc.) are responsible for maintaining the portion of water and/or sewer line in which backups most frequently occur. The common causes of backups include:

  • Grease
    Cooking oils should never be poured down a drain. Instead, they should be placed in a heat-resistant container and properly disposed. As liquefied grease cools, it solidifies, eventually causing a clog.
  • Paper Products
    Bathroom tissue deteriorates rapidly, but other paper-based products do not. Paper towels, disposable and cloth diapers, and feminine products can quickly clog a sewer line.
  • Tree Roots
    Newer plastic-based (PVC) water and/or sewer lines withstand infiltration of tree roots very well; however, materials used in older lines do not. Given that most homeowners don’t monitor their lines via camera, they don’t catch the problem until it’s too late.
  • Illegal Connections
    Residents and businesses should not make any unauthorized connections to the sanitary sewer system. Illegally connected drains, sump pumps, and roof gutters will eventually clog a line.
  • Backwater Prevention Valve
    Older lines without backwater prevention valves are vulnerable to sewage backflow. Properly functioning backwater valves prevent sewage backflow and are common in newer lines.

If you would like more information about how to help prevent water and/or sewer backups, please contact NDIRF Director of Member Services Corey Olson at (701) 224-1988 or Corey.Olson@ndirf.com.

Did You Know?
From paper towels and rags to diapers and grease buildup, NDIRF members have recovered a variety of everyday household items that have caused backups in water and/or sewer lines.

It’s important property owners understand their role in helping to reduce the chance of backups, so be sure to educate them on safe, responsible use of water and/or sewer lines to help keep these services operating smoothly.

If you need assistance creating an educational flyer regarding safe, responsible water and/or sewer line use, contact NDIRF Director of Member Services Corey Olson at Corey.Olson@ndirf.com.