It sounds like something unexpected happened in the field. Our estimated restoration times are based on the best information we have, but they are still ultimately estimates. We will update those times if needed as an outage unfolds overtime. If we have additional information we think helps explain what is going on, we will relay that info via social media.
- Outages & Emergencies
The length of time for a claim review depends on the complexity of the case and how much investigation is needed.
To ensure a timely, efficient claims process, we recommend you do the following:
- Retain copies of all receipts for a full and accurate assessment of any loss or damage suffered
- Take photos of all damages
If you wish to check on the status of your claim, please email claims@unitil.com with your claim number in the email subject.
- Your Account
We recommend you to report a property damage claim within a reasonable timeframe. Itemized repair bills, or repair estimates, and if applicable, photographs of damaged property at the time the event occurs or when discovered are required to support proof of damages.
- Your Account
Yes, we advise homeowners to file a claim with their insurance company. If you have any follow-up questions about the claims process, please contact our Claims Department via email at claims@unitil.com.
- Your Account
Customers are responsible for all equipment inside the building*, beginning at the meter.
This includes the union (where the meter is attached to the line or pipe entering the structure) and all lines after the union, including those within the structure. In some cases, the line from the meter to the structure is buried; however, the customer is also responsible for the maintenance of this line.
Unitil is responsible for all equipment prior to entering the building. This includes the gas service pipe, the regulator and the meter.
Learn more about service equipment responsibilities
*Occasionally, meters are located inside the building instead of outside. In these infrequent cases, company-owned piping enters the building and Unitil is responsible for all equipment up to and including the meter.
- Gas Service
Sometimes obstacles blocking access to our power lines can slow the restoration process. That could include downed trees, blocked roads, unplowed or flooded streets or dangerous situations. Conditions throughout the system can also cause delays. Several small scattered outages can be more time-consuming to repair because they involve individual stops to reconnect lines to each home.
- Outages & Emergencies
Unitil uses both Automated Metering Infrastructure (AMI) and an Automated Meter Reading system (AMR) to capture customer meter readings. These technologies provide accurate readings on the final day of the billing cycle, along with providing data at various intervals throughout the billing period.
You can view your usage on your monthly statement or by logging into your MyUnitil portal.
- Your Account
- Electric Service
- Gas Service
- Businesses
As a Unitil customer, you can choose from a variety of flexible payment options. Please note that while most of our options are free, some incur a small processing fee. If you would like to pay your bill for free, you can do so through your MyUnitil account or pay as a guest. You can also enroll in our convenient automatic bank draft option (UniPay).
Alternatively, you can pay by mail, in person at your nearest Western Union location, or over the phone (call 1-888-301-7700).
Mail your payment to:
Unitil
P.O. Box 981077
Boston, MA 02298-10100
Having trouble paying your bill? Get financial assistance from a variety of programs that can help with your energy costs.
- Your Account
Effective November 1, 2023 credit card payments will only be accepted via EZ Pay, our one-time payment portal.
This is a temporary change while we continue to work on an ongoing system upgrade.
Bank account payments will still be accepted via MyUnitil, our secure customer portal.
- Your Account
The Budget Billing Program is a free service available to residential customers. You may enroll anytime, provided your account is current with no overdue balance.
To enroll in budget billing, please call Customer Service at 1-888-301-7700.
- Your Account