AN UPDATE TO OUR RESPONSE ABOUT COVID-19

At Indiana American Water, we remain committed to keeping you informed as we continue our work to deliver clean, safe and reliable water and wastewater services to you during the COVID-19 public health emergency.

WE HAVE A PLAN

Indiana American Water has activated our business continuity plan to strengthen our ability to continue to provide reliable, high-quality service to our customers. We continue delivering drinking water service that meets water quality standards, providing wastewater services and protecting our employees and customers during this public health emergency. We are confident that our preparedness efforts and the extraordinary efforts of our employees will enable us to successfully continue operations.

The current health emergency is a rapidly developing and changing situation. We are working to provide our customers and communities with water and wastewater services during this time, all while protecting the health and safety of our employees. Many of our employees are working double duty, not only taking care of you, our customers, but their own families as well. They are dedicated and know the essential service that they provide plays a critical role, given the importance of personal hygiene in preventing the spread of the coronavirus.

WE KEEP SERVICE FLOWING

Over time, you may see Indiana American Water field service representatives and crews performing needed tasks to keep our operations running. However, for the safety of our employees and our customers, we have suspended and/or scaled back other non-emergency work for the time being. Indiana American Water continues to conduct its work in coordination and compliance with all federal, state and local agencies and directives. As evolving conditions necessitate changes to our work practices and procedures, we will do so in a way so that we are able to continue to provide water and wastewater services.

In March 2020, American Water voluntarily placed a moratorium on customer accounts to prevent shut off for non-payment and late fees for late payments. The company also reinstated service for customers who were previously shut off for nonpayment.

In accordance with guidelines from the Indiana Utility Regulatory Commission, Indiana American Water has now resumed our normal billing and collections process. The bills you are now receiving from us reflect what you currently owe, including any past due amounts.

We understand that right now, customers may be facing circumstances that are stretching financial resources. Our customer service representatives are ready to work with you on a plan. Below are some options that may fit your needs, as well as some helpful tips and steps we have taken to protect our customers and employees.

INSTALLMENT PLANS – If you have a past-due balance, please call us today to set up an installment plan to pay the balance over time. Residential customers may set up a payment plan for past-due balances. It is important to contact us BEFORE your water is shut off to maintain eligibility for our installment plan program.

BUDGET BILLING – Budget billing is a free service that is available to eligible residential customers. The program makes managing your cash flow easier by providing predictable monthly payments and avoiding seasonal spikes that may be difficult to pay when not planned for in advance.

Contact our customer service team at 1-800-492-8373 for more details about these services. We are available to help you with your water bill Monday through Friday from 7:00 a.m. to 7:00 p.m. Customers typically experience shorter wait times Tuesday through Thursday during the morning.

IMPLEMENTED SOCIAL DISTANCING – You may see our employees and crews performing work. For your safety and the safety of our employees, we ask that you do not approach our employees. We request that you follow social distancing recommendations issued by the Centers for Disease Control and Prevention.

HELPING OUR COMMUNITIES – American Water and the American Water Charitable Foundation announced a $100,000 contribution to Feeding America to support food banks across the country. In July 2020, Indiana American Water and the AWCF provided $25,000 in relief funds to non-profit organizations across the state as part of the Foundation’s COVID-19 Response Fund. The funds we awarded to 14 non-profit organizations in communities served by Indiana American Water across the state and were used to provide meals and stock local food pantries, purchase face masks and other safety supplies, and to provide financial and other social services to impacted residents. The Foundation will also match employee donations to Feeding America, or other eligible organizations, up to $1,000 per employee, in accordance with its matching gift guidelines.

UPDATING YOUR CONTACT INFORMATION  Many customers have visited our MyWater customer portal to update their emergency contact information. If you have not done so, please take a moment to ensure your information is accurate.

DON'T FLUSH WIPES! – With hand hygiene at the top of everyone’s minds and toilet paper in high demand, many households are increasing their use of sanitizing wipes and “flushable” wipes. Please do not flush wipes down the toilet. Flushing wipes, paper towels, or other paper products not intended for use in wastewater systems down the toilet can lead to sewer backups and in-home plumbing issues which may be expensive to repair. Even wipes labeled as “flushable” or “biodegradable” can cause backups for sewer utilities and headaches for homeowners.

“12 Things That Should Never Go Down Your Drain”

ADDITIONAL WATER & WASTEWATER SAFETY INFORMATION

For additional information about the coronavirus and drinking water and wastewater, please visit:

ADDITIONAL CORONAVIRUS INFORMATION

For additional information about the coronavirus, please visit:

Indiana American Water will continue to communicate with you and work constructively with regulators and local officials to evaluate and address customer protections as our communities and nation manage and recover from the COVID-19 health emergency.

For more information on our pandemic preparedness and response, as well as customer service options, visit www.indianaamwater.com.

We thank you for your trust in Indiana American Water and encourage you to do whatever is necessary to stay healthy and safe during these extraordinary times.