Billing & Payment Information

At Indiana American Water, providing you with the best customer service possible is our priority. We offer the following payment methods:

Pay by Mail
Use the convenient return envelope provided to you with your bill. Detach and enclose the bill stub with your check or money order. Do not send cash. Or mail your payment to:
Indiana American Water
PO Box 94551
Palatine, IL 60094-4551

Automatic Payment
Sign up for Automatic Payment, and your bill will be paid on time, every time, directly from your checking or savings account on the date it is due.
Download the Automatic Payment Form for complete instructions.

Steps for Customers Who Have Received a Disconnection Notice

1. Locate your account number on your billing statement or notice.
2. Locate the scheduled disconnection date on the notice.
3. Submit your online payment.
4. Record your payment confirmation number.
5. If payment is submitted online within five business days of the scheduled disconnection, immediately call our customer service center at 1.800.492.8373.
6. When you speak to a customer service representative, please tell them your account number, online payment date and payment confirmation number.

Pay by Phone
If you do not have questions about your bill, you can pay-by-phone using your Visa or MasterCard by calling 1.866.271.5522. There is a small fee for this service. Be sure to have your 10-digit account number handy. This is located on the upper right corner of your current bill.

Pay at local payment location
Convenient, authorized locations across the state will accept your payment. Please note these locations DO NOT accept payments by mail.

Help with Your Water Bill
Payment Arrangements
Sometimes customers face circumstances that stretch their financial resources. If you cannot pay your bill by the due date, please contact our Customer Service Center before the bill becomes due. Our customer service representatives are available 24 hours a day, 7 days a week at 1.800.492.8373.

Our customer service representatives will work with you on a plan to pay the balance of the bill over time. These payment arrangements require you to:
• Pay at least 25% of your bill within 48 hours of your call.
• Pay the rest of the bill, including any applicable late payment charge according to an agreed upon schedule, not to exceed 6 months.
• Pay all future bills as they become due.

We will create these payment arrangements only with customers who have not broken a similar agreement with us in the past twelve months.

Billing practice changes

Effective January 18, 2011, Indiana American Water made two changes to its billing practices related to overdue payments/disconnection of service and the assessment of late fees.

Prior to this date, customers of Indiana American Water would typically receive three notices (initial bill, an overdue notice and a disconnection notice) regarding balances due prior to being shut off for non-payment. The new billing practice eliminates the second notice (overdue notice) to customers. A final notice before disconnection will be sent to customers upon failure to pay within 37 days after the initial bill is sent.

Also effective January 18, 2011, customers will be assessed a late fee if the net bill is not paid within seventeen (17) days after the bill is mailed. The late payment charge for delinquent bills will amount to ten (10) percent of the first three dollars and three (3) percent of the excess of three dollars on the water portion of the bill. Late charges will only be applied once to any overdue amounts.

These changes are authorized and in compliance with the section of the Indiana Administrative Code dealing with water utilities (170 IAC).