Address Concerns
Enhanced Process to Address Customer Concerns
At Columbia Gas, it is our goal to provide a positive claims experience for all our customers, yet we recognize some customers may have concerns about their claims that require escalation. We have established an enhanced way for you to escalate those concerns.
There are two ways to contact us if you have a claims related concern:
Via Email (Preferred)
What to do if you have a claims related concern:
- If you have a concern that your claims adjuster is unable to assist you with, please send an email to report the matter, with your claim number, address, contact information, and a detailed description of your issue, to MerrimackEscalations@nisource.com.
- An email acknowledgement will be sent to you upon receipt.
- Within 72 hours, we will send an email or place a phone call using the contact information you provide to discuss your concern and to work towards a solution. Please allow the full 72 hours for response, as we will need time to review your claim.
- The investigation process can include review by one or more of the following groups:
- Claim Adjuster Management Staff
- Columbia Gas Management Staff
- Independent Third Party (Ombudsman)
Via Phone
- If you have a concern that your claims adjuster is unable to assist you with, and you are unable to email, you may call 1-800-590-5571, option 4 to report the matter. Please have your claim number, address, contact information, and a detailed description of your issue ready.
- Your information will be entered into the system so your claim file and comments can be reviewed.
- Within 72 hours, we will reach out to you using the contact information you provide to discuss your concern and to work towards a solution. Please allow the full 72 hours for response, as we will need time to review your claim.
- The investigation process can include review by one or more of the following groups:
- Claim Adjuster Management Staff
- Columbia Gas Management Staff
- Independent Third Party (Ombudsman)
More About Claims
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You can file a claim in person or over the phone. We will accept one claim per household or address. Process
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Find out how to start your claim over the phone or in person. Where to File
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See the types of things you can claim. For anything you claim, please ensure you keep documentation. What to Claim
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We will pay rent to landlords for affected units that have been without heat or hot water since September 13. Landlord - Tenant Guidance
Some examples of concerns about claims that you can raise using this process are:
- Payment dispute or delay
- Temporary housing difficulties
- Per diem or debit card concerns
- Temporary heating/mitigation
- Other issues your claims adjuster cannot resolve
We are committed to working with you and understand the complexity of the claims process. We strive to support all of you impacted by this event and we appreciate your patience.
Contact Numbers
Affected Customer Helpline
1-866-388-3239
Gas Emergency
1-800-525-8222
Property Claims Helpline
1-800-590-5571
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