Water Watch NYC

Everything you need to know about water in NYC.

DEP Service Line Protection Programs – Is it worth it??


IMG_1760It’s time to pay your water bill and there it  is again – that “sign up today” letter from the DEP.

“DEP is pleased to announce that we have partnered with American Water Resources (AWR) to offer a Water and Sewer Service Line Protection Program to our customers. This voluntary program is designed to protect New York City homeowners from the unexpected costs of service line repairs.”

The letter then goes on to explain that NYC homeowners are completely responsible for paying for any repairs to damaged water or sewer service lines that run from their homes to municipal services lines in the street.  The repairs are not covered by homeowner insurance policies – and they are expensive ($3,000 – $5,000 for water lines, and $10,000 – $15,000 for sewer lines.)  BUT the city is here to help.  For $4.78 a month you get protection for your water line and for $8.70 a month you get protection for you sewer line.

It sounds nice, only a small fee conveniently added to your already increasingly expensive monthly water bill.  You may not even notice it.  But really, it adds up.  In a year that tiny monthly fee will have cost you $162.  In fifteen years, it will have cost you almost $2,500 – and that’s not adding in probable rate increases. SO, is it worth it??


Who are you doing business with?

The Protection Plan is provided by American Water Resources (AWR).  The company has been around for a while, providing similar protection plans to homeowners in Long Island and other parts of New York State for over 10 years.

The good:

  • AWR was also hand selected by the New York City Water Board.  In 2012 the Board issued a Request for Proposals from qualified providers for service line protection programs.  “After a thorough review,” AWR was awarded a contract to administer the service line protection programs.
  • The company has an A+ rating with the Better Business Bureau.
  •  The level of service is outlined and guaranteed by the city, not the company.
  • Furthermore, the rates for the program are determined entirely by the City Water Board – not the company .  Since neither will be receiving any revenue from the program, there’s less of a chance of shady rate increases.

The bad:

  • There have been 20 official complaints filed with the BBB against the company in the past 12 months. The complaints include “problems with product/service,” “guarantee/warranty issues” and “billing/collection issues.”

Making sense of the exclusions:

Here are the exclusions that caught my attention:

  • Repairing anything not resulting from normal wear and usage.
  • Repairing anything caused by You or any third parties.
  • Repairing anything caused by natural acts or disasters, such as earthquakes, floods, hurricanes, landslides or sinkholes.

SO the program only covers line damage due to “normal wear and usage.”  This type of damage may be cause by tree roots, rust, erosion, etc.  This type of damage generally happens at the end of the life expectancy of your pipe line – about 40-70 years.

  • Restoring any gardens, shrubs, trees or structures
  • Restoring any sidewalks, curbs, driveways, roads or other paved surfaces that are not required by permit or New York City Department of Transportation rules and-

SO public roadways and sidewalks are covered under the program.  Private landscaping,  walkways and driveways are not covered, but will be backfilled and covered with an asphalt patch.

**ELIGIBILITY:  home must be residential, equipped with a wireless meter reading device, up-to-date in an existing payment agreement, and served by a meter pipe of less than 2″

Let’s talk money

Water line: So the cost for repair, if you shoot for a cheap one is going to be about $3,000.  If you pay  $4.78 a month, it will take about 52 years to have paid $3,000 to the plan.  SO, if your pipe needs repair within 52 years, you will be saving money.

Sewer line: So the cost for repair, if you shoot for a cheap one is going to be about $10,000.  If you pay  $8.70 a month, it will take about 95 years to have paid $10,000 to the plan.  SO, if your pipe needs repair within 95 years, you will be saving money.

Here’s the life expectancy of different types of water/sewer lines:

  • PVC pipe: 50-80 years.
  • Caste Iron pipe: 50-60 years
  • Copper pipe: 50-70 years
  • Plastic pipe: 50-75 years
  • Galvanized pipe: 40 years.

The final say

I’d say, DO IT.  Unless you know your pipe is relatively new, I believe this plan is worth the money and the peace of mind.  Pipes do not last forever and will at some point need to be replaced.  If you own a home in NYC, you have a lot invested in it – you want to protect it, even on into the future.   You’ve probably pictured what will happen to your house in the next 50 years.  Don’t let an expensive flood of sewage and water be a part of that picture.

141 thoughts on “DEP Service Line Protection Programs – Is it worth it??

  1. Great article! I have 2 questions:

    1)Article says “**note, rates will most likely increase.” What about cost of replacing water/sewer lines – are they likely to increase, at same rate as DEP’s “protection plan”?

    2) What do you think about this idea: if lines are new’ish, maybe wait, say 10 years until joining plan?

  2. Thanks!

    in response to the first question, I’d say no, they probably won’t increase at the same rate. Since the inception of the protection plan (a little less than a year ago) the rates have already increased from $3.99/month for water and $7.99 for sewer, to $4.78 and $8.70 respectively. I’m not sure exactly why they already went up – it could have been that the initial rates were an early sign on promotion type thing, but I’d guess that they will continue to rise. As for repair costs, I don’t see any reason why they would increase other than the aging and deterioration of your home/pipe over time. If anything, I’d say materials and processes will get cheaper as technology advances.

    In response to your second question – totally. If your pipeline is new and you’re not worried about it, I’d say save your money for now.

  3. Can you please post the “sign up today letter?” Thanks!

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  130. American Water Resources in NYC cancels my insurance after I called for a clog. They sent a contractor and found out there was a shift of the pipe due to the tree root. They did not mentioned about the tree root, only mentioned that the sewer pipe has shifted and it was not under their coverage. They wanted to end the (insurance) contract, and asked me to fix it with my own money, then go back for their insurance after showing them that the pipe has been fixed.
    It was totally a scam, they wanted to drop me from their insurance, pay the repair myself, then go back and buy their insurance again. They did not mention about the tree root. They wanted to give me a wrong impression that it is not a normal wear. It was totally unacceptable by giving wrong information. Need to give BBB a call about their unethical and cheating practices.

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  134. AWR is horrible! On Tuesday, July 16th we received a notice from DEP stating that we had 3-days to fix our mainline that is leaking. That night, we called the water insurance company American Water Resource (AWR), (promoted by DEP on their website and on our water bills). American Water Resource sent Liberty plumbing to assess the leak that is in the street connected to our mainline. Then, we heard back from AWR and they stated that since it is an extension of our water mainline, they could not pay for it. AWR did not give us anything in writing indicating that the claim was denied. When we asked for something in writing, they said that they never send anything out in writing. Based on the denial, we looed at our contract from AWR and it states the following: 5. What Lines Are Protected?
    “Your Water Line is the water service line from the
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    AWR told us that the “water tap” that connects our water line to the city water line is not included. Yet the above states that it is. Also, there is nothing in the contract that says that a specific “water tap” is or is not included”. They are really playing with the words to benefit them. In the end, we had to come up with $4000 to get a licensed plumber and permits. AWR did not even help with anything at all. It was also really strange that AWR only uses specific plumbers to come out. Also, DEP promotes this company on their website and also on the water bills that all NYC homeowners receive. Very suspicious! Why would a public agency only endorse and promote one company? Why couldn’t they give us a few options to choose from? Sounds like somebody is getting kick-back money.

  135. The AWR insurance plan for NYC homeowners is either a total scam or they have figured out legally how to never make a repair to a damaged line. Nothing but lip service and total frustration. I have had to hire private company and pay out of pocket to get anthing repaired.

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