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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, it's 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 don't 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 $4,000 toward a covered underground electric line repair or replacement.

How does it work?

To obtain repair service, please call 877.700.3853 (M-F, 7:00 a.m.-5:00 p.m. EST) or 800.543.5599 for after-hours service if you experience an underground line break that's 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.

Exclusions and limitations apply. See terms and conditions for details. Underground Protection coverage is administered by Duke Energy One, Inc. located at 550 South Tryon Street Charlotte, NC 28202 and provided by TWG Home Warranty Services, Inc. located at 175 W Jackson Blvd. Chicago, IL 60604.

Duke Energy One is not the same company as Duke Energy Kentucky. Duke Energy One is not regulated by the Kentucky Public Service Commission. You do not have to buy Duke Energy One's Underground Protection in order to continue to receive service from the utility. THIS MESSAGE IS PAID FOR BY THE SHAREHOLDERS OF DUKE ENERGY.