Address Concerns

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.

There are two ways to contact us if you have a claims related concern that needs to be escalated:

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