Water main break at 29th and Zuni. Many cars and businesses flooded. #9news pic.twitter.com/d1ZwxVdjw9

— Corky Scholl (@CorkyScholl) January 28, 2017

On a clear Saturday afternoon in January, the floodwaters in Denver’s Highland neighborhood were so high that kayakers were paddling around submerged cars in a parking lot.

A break in a 2-foot-wide water pipe caused the deluge, sending an estimated 10 million gallons of water rushing downhill along 29th Avenue, flooding cars, homes and businesses along the way.

Repair crews worked around-the-clock to repair the 130-year-old pipe, and by Monday afternoon everything was back to normal at the location of the break. But clean-up efforts were far from over for those downhill.

Another Denver Water crew had been working since the start of the break, as well. Representatives from Denver Water’s safety team were on the scene almost immediately, bringing in restoration crews to help homeowners and businesses pump water out of basements, clean carpets and eventually restoring landscapes washed away by the unexpected flood.

It’s part of a 20-year customer service policy to help people clean up and dry out — including restoration services and financial support — after a damaging water main break.

“We don’t want to leave people high and dry,” said Doug Sandrock, safety specialist for Denver Water. “We know it’s a helpless feeling when you’re watching your personal property fill up with water and there is nothing you can do to stop it.”

Four months after the break, Denver Water is just finishing up its recovery efforts with more than 50 people whose homes, businesses or cars were caught in the torrent of the break.

The customer care policy allowing customers to file a claim for damages after a break is unique because Colorado law does not hold municipal water suppliers liable for any damages caused from a break like this, unless the utility was negligent in the operation or maintenance of the water system.

In addition to the expense of clean-up efforts, Denver Water will pay up to $8,000 to help with personal property damage, and with vehicle expenses not covered by insurance, such as a deductible, up to $1,000.

John Baker, part of Denver Water’s safety team, helped many of these customers through the claims process. “It’s an unfortunate part of doing business when you’re a water utility,” said Baker. “I’m happy that Denver Water goes above and beyond to ensure we’re taking care of those dealing with an unfortunate situation.”

In all, Denver Water paid around $84,000 for personal property damage caused by the break. After factoring in the restoration work, the total paid to help impacted customers was more than $145,000.

Fortunately, breaks of this magnitude are not very common. Denver Water invests millions every year to repair and replace problematic water mains. But, with more than 3,000 miles of pipe buried underneath the road, water main breaks are inevitable.

In total, Denver Water has paid just over $163,000 for personal property claims between 2013 and 2015, not including clean-up and restoration efforts.

So, what advice does Denver Water’s safety team have for property owners?

“Know your options, take pictures of your property and possessions, and keep your paperwork organized and handy,” Baker said. “These simple proactive steps will help ease some anxiety during a stressful time, like dealing with damages after a water main break.”