FAQs • Edina, MN • CivicEngage

What could go wrong with my water and sewer lines?: Age, ground shifts, fluctuating temperature and tree root penetration are among the most common factors that can damage or break lines. Household sewer lines also may become clogged by flushing inappropriate items down toilets or drains.

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Service Line Warranty Program

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1. Is the Service Line Warranty Program a City of Edina program?: No. This program offering water, sewer and in-home plumbing insurance is run by Service Line Warranties of America (SLWA), a private company that is also known as Utility Service Partners, Inc. The warranty program is endorsed by the National League of Cities and works with more than 240 cities across the country.

2. Why am I getting letters about this insurance?: All Edina utility customers are receiving letters informing them of the three programs offered by SLWA: water line warranty, sewer line warranty and internal plumbing warranty. SLWA has chosen to send an introductory letter for each program and a reminder, totaling six letters, each year of the program. Property owners should check with insurance agencies to see if their homeowner’s policies already covers these services. Enrollment is optional.

3. Why is the City seal on these mailings?: The City Council endorsed the program on Nov. 1, 2016, joining about 240 other cities around the country, and several in the Twin Cities area. As part of the agreement, the company can use the City’s name and logo in letters, bills and marketing materials. SLWA is responsible for all costs of the program, including mailings and promotion.

4. Why would the City make such an agreement with a private company?: City staff recommended the program as an option to help residents whose water and sewer lines aren’t covered by their homeowner’s insurance. Staff regularly heard complaints from residents who discovered, when a break or failure occurred, that they were responsible for repair costs. Staff found the SLWA warranty program as an option to help people avoid expensive repair costs.

5. Is it mandatory I sign up for this insurance program?: No. This program is entirely optional. Residents should treat it like any other insurance or warranty program. It’s up to residents to evaluate if they want to purchase warranty coverage.

6. How do I opt out of letters regarding the Service Line Warranty Program?: Call SLWA at 1-844-257-8795 to have your name and address removed from their contact lists.

7. Why doesn't the City send an explanation letter first to inform residents of the program?

If the City sent letters, taxpayers would pay for those mailing and the staff time for them. By having the company send the letters, residents aren’t paying for that.

When the program launched, the City issued a press release. Information explaining the program has regularly been included in issues of city publications including Public Works Pipeline. The City also keeps this FAQ to help address resident questions.

8. Why would I need this? Isn’t the City responsible if water or sewer lines break or fail?: The City is responsible only for its portion of the lines. For water lines, the City’s responsibility ends at the curb stop, which is located between 5 and 15 feet from the street. For sewer, it ends at the main, a much longer distance from a home and could require excavation into the street, which can be more costly to repair.

9. What could go wrong with my water and sewer lines?: Age, ground shifts, fluctuating temperature and tree root penetration are among the most common factors that can damage or break lines. Household sewer lines also may become clogged by flushing inappropriate items down toilets or drains.

10. How often do these problems happen in Edina?: The City averages about 180 calls a year for water and sewer line problems. More than half end up being the homeowner’s responsibility. This number does not include every incident because some sewer problems, such as tree root intrusion or line repairs, are done on the private side of lines without City knowledge. We encourage people to call Edina Public Works first, but it doesn’t always happen.

11. I have copper pipes. Don't those last forever?: No, copper pipes don’t last forever. The industry life expectancy of a copper service line is 50 years.

12. Doesn’t my homeowner’s insurance already cover this?: You should check your policy or with your agent. While some homeowner’s policies cover water and sewer lines, others don’t.

13. I live in Edina, but get water service from Minneapolis. Can I still sign up?: Yes. The program applies to all Edina residents.

14. If I sign up, will the cost be added to my utility bill?: No. All payments go to SLWA. Where to send the payments is included in the information from SLWA.

15. Does the City get any of the warranty fees?: Yes. The City receives 50 cents a month per policy. That money will be used to increase the level of service that a homeowner receives from the City of Edina when encountering a sewer backup.

16. Can you tell me about what’s covered and what’s excluded? What are the coverage caps?: Specific coverage questions should be directed to SLWA. You can call the company at 1-866-922-9006 or check the website, slwofa.com. Some coverage details also were included in the mailings.

17. Do I have to sign up by the deadline listed on the letters?: No. The company put a deadline on the letters, but people are able to sign up later. Of note, in most cases coverage does not begin until 30 days after signing up.

18. What if I have more questions about the warranty program?

SLWA has a list of frequently asked questions about its warranty programs. Or call SLWA at 1-866-922-9006.

What if I have more questions about the City’s water and sewer lines?

Please contact the Public Works Department at 952-826-0376.

19. How did the warranty company get my address?: As part of the City’s endorsement agreement, the City gave SLWA the addresses. Those are a matter of public record and could be obtained by anyone at any time.