Those Washington Gas letters aren't from Washington Gas — here's what to know
HomeServe partners with the utility to sell optional repair insurance, but the branding and frequent mailings are confusing some residents
If you’re a Washington Gas customer in Alexandria, you’ve probably received them: official-looking letters with the utility’s logo, marked “Alexandria Exterior Water and Interior Gas Line Information.”
I’ve gotten about 10 this year. And based on conversations with readers, I’m not alone in finding them confusing.
The letters aren’t from Washington Gas. They’re from HomeServe, a Connecticut-based company that partners with utilities nationwide to sell optional home repair insurance. The product is legitimate — but the branding, frequency, and urgent language have left some residents wondering what exactly they’re being asked to sign up for.
HomeServe responds
In a statement to The Alexandria Brief, HomeServe SVP of Public Relations Myles Meehan said the partnership exists because “Washington Gas understands that an unexpected home repair can be a big disruption to daily routines and a financial hardship for many homeowners.”
Meehan defended the use of the Washington Gas logo, saying it indicates “a formal partnership in place, which shows homeowners that the offering is legitimate” and that Washington Gas “approves of HomeServe as the program provider.”
He noted that all marketing materials are approved by Washington Gas prior to use and emphasized that the plans are “completely optional.”
HomeServe points to its annual State of Home Survey, which found that one in four respondents have $500 or less set aside for emergency home repairs — suggesting many homeowners may not be prepared for a sudden line failure.
Meehan also highlighted a key difference from insurance riders: “With a plan from HomeServe, a vetted, local contractor from our service network will make the covered repairs. HomeServe pays the contractor directly, taking the inconvenience and cost out of a home emergency repair.”
What the letters are selling
HomeServe offers coverage for repairs to gas and water lines running from the utility’s meter to your home. These lines are the homeowner’s responsibility, and standard homeowner’s insurance policies often don’t cover them.
The plans include:
Gas Line Coverage: $5.49/month (up to $8,000 annually)
Exterior Water Service Line Coverage: $5.99/month (up to $10,000 annually)
Combined coverage: $10.33/month with a 10% first-year discount
Plans auto-renew annually, include a 30-day waiting period before coverage begins, and require disputes to be resolved through arbitration.
A legitimate product, but confusing presentation
HomeServe is a legitimate company with an A+ rating from the Better Business Bureau. It has operated for more than 20 years and partners with more than 1,300 utilities and municipalities nationwide. Some customers report positive experiences with claims.
Washington Gas discloses the partnership on its website and in the letter’s fine print: “HomeServe USA Repair Management Corp. (’HomeServe’)... is an independent company separate from Washington Gas.”
But that disclosure is easy to miss. The envelope features the Washington Gas logo prominently, with “Protection Plans from HomeServe” in smaller text. The letter opens with “Dear [Name]” and “This letter contains important information for Washington Gas customers.” It asks recipients to “Please Respond Within 30 Days.”
For an optional insurance product, the presentation can feel like a required action from your utility — especially for seniors or those unfamiliar with these types of partnerships.
When asked what steps HomeServe takes to protect senior citizens or those who may be easily confused by the mailings, Meehan did not directly address the question.
An ironic contrast
Washington Gas maintains a “Tips to Avoid Scams” page on its website warning customers about third parties that may cause confusion. The page advises residents to “never sign any document without reading it thoroughly” and to “be aware of promotions offering discounts on your utility bills.”
The utility also notes: “Communications pretending to be from Washington Gas actually come from scammers or unscrupulous gas suppliers.”
HomeServe isn’t a scam. But the marketing approach — utility branding, frequent mailings, urgent deadlines — mirrors the tactics the utility’s own guidance tells customers to scrutinize.
Is it worth it?
That depends on your situation.
The coverage may appeal to owners of older homes with aging infrastructure who want predictable costs and peace of mind. HomeServe says it has saved customers $2.5 billion in repair costs over the years.
But financial experts are divided. Some homeowners choose to self-insure, noting the maximum annual payout is $8,000 to $10,000 — a significant but manageable expense for many households. Others point out that service line coverage can sometimes be added to a homeowner’s policy for less.
Meehan acknowledged that some insurers offer riders for service line coverage but noted these typically come with $500–$1,000 deductibles, require homeowners to find their own contractors, pay out of pocket, and wait for reimbursement.
The fine print also matters. Coverage applies only to damage from “normal wear and tear, not accident or negligence.” Some plans may not cover restoration costs, like repaving a driveway after a repair.
What to do
If you’re considering the coverage:
Read the full terms and conditions before signing
Check whether your homeowner’s insurance offers a service line rider
Consider the age and condition of your home’s lines
Understand that this is optional — your gas service won’t be affected either way
If you want to stop receiving the letters, HomeServe says you can call 1-844-250-6651 to opt out.
Have you received these letters? Did you sign up — or toss them? Email me at ryan@alexandriabrief.com.
This story was updated at 5:30 p.m. on Tuesday, December 16, to include HomeServe’s reply.
Thanks you for finding out!
The aggressive rate at which I receive these letters has convinced me to never buy this product from this company.