SurgeShield^®

The SurgeShield program attaches a state-of-the-art surge protector directly at the electric meter to help protect your appliances from power surges through the electric meter. The SurgeShield program also comes with a $5,000 limited manufacturer’s warranty per covered appliance, per occurrence for damages caused by a failure of the surge protector to properly perform.

See below for Frequently Asked Questions, claim instructions, and general customer support information.

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SurgeShield, SurgeShield Plus & SurgeShield Landlord

Monday-Friday
Sales 8 a.m.-7 p.m. ET
Support & Claims 7 a.m.-5 p.m. ET
Saturday
9 a.m.-5 p.m. ET

833-437-5466

SurgeShield – NW Region

Monday-Friday
Sales 8 a.m.-7 p.m. ET
Support & Claims 7 a.m.-5 p.m. ET
Saturday
9 a.m.-5 p.m. ET

833-919-0945

How long does it take to install the SurgeShield device?

On average, it will take between ten and fifteen minutes to install.

What does the SurgeShield program provide?

What are power surges?

Every home experiences power surges. The brief spikes in voltage, often last only millionths of a second, but can be dangerous to indoor appliances, since the magnitude of volts varies.

Is the homeowner required to be present for installation?

The homeowner is not required to be at home during installation, if the electric meter is accessible.

Other than the SurgeShield program, is there any other protection needed?

The SurgeShield program only provides protection for home appliances. Use plug-in surge suppressors for added protection from a power surge that could enter the home via a means other than the electrical box or for sensitive electronics. For an added layer of protection, the Electronics Surge Protection program provides up to $6,000 per year in reimbursement for repairs or replacements of covered electronics damaged by a power surge.

Will surge suppressors protect against direct lightning strikes?

Nothing protects against a direct lightning strike, but quality surge protection equipment helps to block indirect strikes, which has been documented to cause damage. The SurgeShield program helps to protect home appliances from power surges that can enter your home through the electric meter.

How do customers file a claim?

If a covered appliance was affected by a power surge through your electric meter, click the Claim Information tab at the top of this section for instructions on filing a claim and to access claim forms. You may also call (833) 437-5466.

How soon can I file a claim once I enroll?

A claim form, available at FPLHome.com or by calling FPL Home at 833-437-5466, must be submitted to FPL Home within thirty (30) calendar days of the discovery of the damaged equipment.

Do I have protection with the SurgeShield program if I enrolled but have not had my device installed?

Once the SurgeShield device is installed at the meter, your home appliances will have protection from power surges through the electric meter, and you will be entitled to the limited manufacturer’s warranty for power surge damages caused by a failure of the device to perform properly.

I’m moving. How can I cancel my service?

You may cancel your enrollment by calling our Customer Service department at 833-437-5466. You may also cancel service at any time with 30 days advance written notice to FPL Home. See your Terms & Conditions for more detailed information.

What product offering am I enrolled in?

To view what services you are enrolled in, see your utility bill. If you require further assistance in locating the program items on your bill, you may call Customer Service at 833-437-5466.

What is the difference between the Electronics Surge Protection program and the SurgeShield program?

The SurgeShield program by FPL Home attaches a state-of-the-art surge protector directly at the electric meter to help protect your home appliances from power surges through the electric meter and is available to homeowners only. The Electronics Surge Program does not have a device; it offers reimbursement for repairs or replacement of covered electronics damaged by a power surge and is recommended for those customers who rent or own their homes.

Where can I email my SurgeShield® Limited Manufacturer’s Warranty Claim Form?

FPL-Home-Customer-Support@FPL.com

For what items can I file a SurgeShield® Limited Manufacturer’s Warranty Claim?

The Limited Manufacturer’s Warranty available under the SurgeShield program applies to covered appliances that include air conditioners, refrigerators, dishwashers, washers, and dryers for up to $5,000 per covered appliance per occurrence. Find a full list at https://www.fplhome.com/content/fpl-home/surgeprotection/surge-protection.html.

How long does the surge protection claim process take for the SurgeShield Limited Manufacturer’s Warranty?

The claims process can take up to 30 business days after the proper documentation has been received.

Where can I find the claim forms for the SurgeShield® Limited Manufacturer’s Warranty?

Claim forms can be found in the tab above titled “SurgeShield Claim Instructions.”

What is the status of my claim?

To investigate the status of your claim, please call 833-437-5466 during normal business hours (8 a.m. - 5 p.m. EST, M-F).

How do I file a claim?

See the tab above titled “SurgeShield Claim Instructions” for full details and instructions.

How soon can I file a claim once I enroll?

A claim must be submitted to FPL Home within 30 calendar days of the discovery of the damaged equipment for claims under the SurgeShield® Limited Manufacturer’s Warranty.

How do you determine the damage was caused by a surge?

As part of the claims process, the customer can select a licensed technician of their choice to fill out the form and notate the cause of the damage, specifically whether it was caused by a surge. Please also check the status of the SurgeShield device as explained in more detail in the SurgeShield claims cover letter.

How do you decide the amount that will be paid out for a claim?

Under the terms of the SurgeShield limited manufacturer’s warranty, the manufacturer will, at its sole discretion, either reimburse you (1) the current market value (depreciated value) of the damaged appliance at the time of damage, which is determined by the original retail price and age of the appliance immediately before the power surge damage occurred, (2) the reasonable actual repair costs, or (3) the reasonable estimated cost of repair.

Before filing your claim, ensure your SurgeShield device is not fully operational.

Perform a visual check of your SurgeShield® device to verify if it is functioning properly after the incident. Note the device lights are easier to see at night when there is no direct sunlight. If the device’s lights are ON, it means the device is working properly. For assistance locating the device light(s), please visit www.fplhome.com/SurgeDevice.

To begin your claim, select ONE of the options below:

Create or log in to our customer portal online*:

*To create an account, reference your FPL account information, such as your account number, email, service address, and phone number.

Continue to Customer Portal

1. Enter information about the surge event (date of power surge, date of
discovery, weather conditions, etc.)

2. Provide appliance details in support of your claim and information about your licensed technician. Appliance information must include brand, model number, age, and serial number. Technician information must include company, phone number, and email address. You must hire a licensed technician for the diagnosis to confirm the damage was due to a power surge. Your technician will need to confirm the covered items were damaged by a power surge.

3. Upload a copy of the invoice or estimate on company letterhead from your licensed technician, indicating which items, if any, were damaged by a power surge. (Invoice/estimate should include brand, model number, and serial number of the damaged item.)

4. Request the technician’s signature for the Service Provider Certification of Cause of Damage Form

For convenience, request the technician’s electronic signature using their email address on file. Once completed, it will be added to your claim.

Download the form for the technician to complete and sign. Once completed, return to the customer portal to upload the Service Provider Certification form

5. Submit the claim within 30 days of the discovery date of the surge damage

Print the SurgeShield Claims Packet.

View additional claim resources

Review Claims Packet

1. Complete Customer and Claim Information (Claims Form page 1)

2. Service Provider Certification of Cause of Damage (Claims Form page 2) must be filled out by a licensed technician. You must hire a licensed technician for the diagnosis to confirm the damage was due to a power surge.

3. Submit Repair Invoice or Estimate: A licensed technician must provide an itemized invoice or estimate on a company letterhead which includes the company name, address, phone, and license number with a diagnosis indicating which items, if any, were damaged by a power surge. The licensed technician invoice or estimate must confirm the damage was due to a power surge.

4. Submit Replacement Invoice or Estimate: If the technician deems a covered item as "not repairable," you must provide an explanation supporting the statement as well as documentation, such as a receipt or estimate for the replacement.

5. Submit your claim documents within 30 days of the discovery date of the surge damage.

Via email:
SurgeClaims@FPL.com

Via mail: Surge Claims ES/SCS
4200 W. Flagler St, Miami, FL 33134

Via fax: 305-442-5018