I have a leak, what should I do?

We’re sorry to hear you have a leak and know this can be a distressing experience. Our claims team are on hand to support you if you need it and the number you need to call will depend on your underwriter. To find the correct one, please visit the home insurance claims: how to claim section on our website, or by clicking 'Make a claim' at the top of the Your Insurance Account home page.

First things first, call a plumber to fix the leak and prevent any further damage from being caused to your home. If you have opted for home emergency cover as an optional extra, they may be able to assist you. You can check and view your cover via Your Insurance Account 24 hours a day.

In order for us to assess your claim, you need to:
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  • ask your plumber to trace and access the source of the leak and document this in a cause of damage report.
  • ensure that the invoice from your plumber is broken down to show the individual costs of: repairs, trace & access and the cause of damage report.
  • We also recommend taking photographs of any damage as this can assist our claim specialists in making an assessment of your claim.

If our assessment shows that you’re covered, we’ll pay you up to a limit that can be found in your policy schedule for the reasonable cost of any work to trace and access the cause of the leak, including the cost of removing and replacing parts of walls, floors and ceilings.

You’ll also be able to claim for resulting water damage caused by the leak.

You won’t be able to claim for the leaking pipe as this is not covered under the terms of our policy.

For more information about what you’re covered for, please refer to your policy schedule and policy booklet.
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