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Frequently Asked Questions

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What is Underground Protection?

Duke Energy One’s Underground Protection program offers you protection against the cost of underground electric line repairs. If you have a problem, just call us and we’ll come to your home to repair your underground line. With the Underground Protection plan, there are no hidden costs, and you can rest assured that the work will be done promptly, safely and by qualified technicians.

Why do I need to protect my underground power lines?

Underground lines are often damaged by the ground settling or overgrown tree roots. And any line break that occurs between two feet outside a Duke Energy transformer and your home is your responsibility to repair, no matter what the cause. So, itís up to you to locate a qualified electrician to find the break and mend the line. Those repairs can be complex, lengthy and costly.

Homeowner insurance policies donít normally cover repair of underground electric lines, but Underground Protection from Duke Energy One provides you with the peace of mind of comprehensive coverage. You will receive up to $3,000 toward a covered underground electric line repair or replacement.

How does it work?

Underground Protection subscribers can call the repair service hotline at 877-700-3853 (M-F, 7 a.m.-5 p.m. EST) or 800-543-5599 for after-hours service if they experience an underground line break thatís attributed to normal wear and tear, natural disasters and acts of nature. Our qualified technicians will arrive promptly to assess the situation and begin the repair.

What's covered?

Underground Protection covers underground line breaks that are attributed to normal wear and tear, natural disasters and acts of nature. The program does not cover:

  • Damage resulting from customer or third-party activities like digging or drilling.
  • Damage that exists prior to enrolling in the program.
  • Upgrades needed to meet current electric codes.

See Terms and Conditions for full coverage list

What happens after I enroll?

We'll send you an Underground Protection Agreement shortly after you enroll online or by phone, and coverage will begin 30 days after your enrollment.