I have a leak, what should I do?

First off, call a plumber to fix the leak and prevent any further damage from being caused to your home. If you have home emergency cover as an optional extra, they may be able to assist you. You can check and view your cover through Your Insurance Account.

Once the leak has been sorted, our claims team will be on hand to support you. You can contact the claims team on 0345 246 2904* or visit our Home Insurance claims: how to claim page. You can also head to Your Insurance Account and select ‘Make a claim’ from the top of the page.

There are a few things we’ll need to assess your claim. Before getting in touch, go through this checklist:

  • Ask your plumber to trace and access the source of the leak before documenting it in a cause of damage report.
  • Check the invoice from your plumber is broken down to show the individual costs of repairs, trace and access, and the cause of damage report.
  • Take photographs of any damage to assist our claim specialists in assessing your claim.

If our assessment shows that you're covered, we'll pay you up to the limit in your policy schedule. Some of the costs we might cover include work to trace and access the cause of the leak and the cost of removing and replacing parts of walls, floors, and ceilings. You'll also be able to claim for the resulting water damage caused by the leak. However, you won't be able to claim for the leaking pipe itself as this is not covered by our policy.

For more information on what you're covered for, see your policy schedule and policy booklet.

*Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.
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