Trace and Access explained in 10 minutesPinpoint Trace and Access Ltd.

Trace and Access insurance claims explained in 10 minutes

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If you’re feeling confused by the world of water leaks, Trace and Access, insurance claims and home repairs, then we promise you’re not alone! With lots of jargon and the risk of being told different things by different people, the whole process can lead to a lot of head scratching and frustration.

In this short article, we walk through the typical journey of a Trace and Access claim. From suspecting a water leak, all the way through to completing repairs on your home. We hope that by the end of this article you’ll have a good understanding of what to do next, who to speak to and the things to avoid.

Suspecting a water leak

The process usually starts with you suspecting that you have a water leak. Sometimes the signs are obvious (e.g. water dripping from the ceiling, or damp patches on walls), or sometimes they are more subtle (e.g. unusually-high water bills, mould or mildew forming, or a loss in central heating pressure).

If you are fortunate, then the source of the water leak is both obvious and accessible – meaning it’s reachable to be repaired. But if not, then you may require a Trace and Access specialist who can locate the source of the water leak and make it accessible for repair.

Contacting your insurance company

It’s wise to contact your insurance company early (assuming you intend to make a claim). Many policies will include ‘Trace and Access’ cover and your insurer will probably advise you to seek the services of a Trace and Access company. Such companies are specialists in the field and carry dedicated equipment, which may make them preferable to using a non-specialist.

The Trace and Access specialist will then locate your water leak, make it accessible (also known as ‘exposing the leak’) and produce formal documentation for your insurance company. Once complete, you pass the report to your insurer who should re-imburse you for the Trace and Access cost.

Repairing the water leak

Trace and Access does not include the repair of the water leak. So, at this stage you’ll most likely need to arrange for the water leak to be repaired. Some Trace and Access companies (like ourselves) also offer water leak repair services. If not, you could contact a plumber. Beware that whilst some insurance policies will cover you for the cost to repair the water leak, many will not. So be sure to check your insurance policy and be prepared to absorb the cost of the leak repair.

Drying your home

In some more severe cases, your home may need to be dried before the damage can be repaired. Dehumidifiers and dryers should be carefully installed in calculated positions within your home to dry it as quickly and safely as possible. It’s very important to use a reputable drying company as part of this process. Most insurance policies will cover the cost of such, and the cost of electricity consumed as part of the process. At the end of this stage you should receive a drying and electrical usage certificate, both of which should be passed to your insurer (assuming you’re making a claim).

Repairing the damage caused by the water leak

Following the repair of the water leak (and possible drying of your home), you’ll need to arrange to repair the damage to your home caused by the leak. Unfortunately, water leaks often cause a lot more damage than originally thought – so it’s best to carefully consider whether you want to absorb that cost yourself or make an ‘escape of water’ insurance claim, which will cover the cost to restore your home to its ‘pre-loss condition’.

Should you choose the latter then you’ll need to choose a repair specialist to complete these works. They will survey the damage to your home and produce a ‘scope of works’ and an associated quotation. Your insurance company may send a representative known as a ‘loss adjuster’ to examine the damage to your home. Their role will be to ensure that the scope of works and quotation from your specialist are fair and accurate.

At this stage there may be some back and forth negotiations, so it may be preferable to use a repair specialist with significant experience of insurance repairs. But once approved, repairs can typically start very quickly. On completion of the repairs, you will be required to sign a satisfaction note. On receipt of this note, your insurer will make payment either directly to the repair specialist, or to yourself so that you can pass the payment onto the specialist.

It’s important that:

  • You do act quickly – as soon as you suspect a water leak. Not only will this reduce the damage to your home, but insurers may reject part of, or all your claim if they feel you have not acted quickly enough
  • You document the entire process. Start a ‘claim file’, taking photographs of damage, the source of the water leak and documenting any correspondence (with your insurer or third parties) throughout the lifetime of the process
  • Your home is kept in good repair. Insurance companies will want to see that you took reasonable measures to prevent this from happening. So, if you’re roof is in a bad state of repair, water pipes are corroded, or bath seals broken (to name a few examples) then you may have part of, or all your claim rejected

Related reading:

We hope that you have found this article useful. Be sure to take a look at the related articles below, which go into a little more depth around key topics:

Trace and Access - are you covered?Pinpoint Trace and Access Ltd.

Trace and Access – are you well covered?

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Trace and Access is one of the most important things that you should consider when choosing a home insurance policy. In a nutshell, it covers the cost of locating the source of a water leak and exposing it – so that is can be repaired. For a little more detail, have a read of our blog What is Trace and Access cover?

Like many things, rules and interpretations can vary between insurance providers. So, as you shop around for home insurance, the levels of Trace and Access cover can vary. In this short blog, we discuss some of the main things to look out for.

Is Trace and Access cover included?

Research earlier this year by GoCompare found that over 90% of home buildings insurance policies included Trace and Access cover. But you shouldn’t take this for granted. Check the policy wording for explicit mentions of Trace and Access to ensure the policy includes it. Note that Trace and Access is not the same as ‘Escape of Water’ which is separate cover.

What level of cover is there?

Levels of cover (the amount for which you are covered for) can vary greatly. The same study by GoCompare found that almost two-thirds of policies that included Trace and Access cover, included cover between £5,000 and £9,999.

That may seem like a lot. Many companies like ourselves charge between £400 – £600 for Trace and Access services. But keep in mind that sometimes things can get complicated during exceptional circumstances. For example, if your water leak is located underneath an expensive floor, deep down underground, or behind expensive fittings then access costs can rise.

Some policies include cover ‘up to a reasonable amount’, but not many do. So, think carefully about the level of cover that you might require.

What are the exceptions?

Some policies have a several of exceptions within their cover. It is difficult to provide a definitive list of these exceptions, but here are some of the common ones to look out for:

Water damage must have occurred: Some policies state that to be eligible for Trace and Access cover that water damage must have occurred. The vast majority of water leaks cause damage to homes, from small scale hidden damp to severe structural damage. Should you make a Trace and Access claim, make sure that your Trace and Access company provides a full report detailing all damage as this can be invaluable to your claim.

The leak must be within your home: It has been known that some policies will stipulate that any water leak must be within your home and not outside in areas such as gardens and driveways. Such leaks can still cause damage to your home, as water can obviously spread into your home.

Roofs, windows and doors: There are some policies which will insist on the water leak coming directly from a closed water or heating system (or appliance). Leaks from roofs, windows, doors and other points may not be covered. Roof leaks can be common, particularly amongst slightly older properties, so again it is best to assess the cover you need.

What you probably won’t be covered for

In most cases Trace and Access cover won’t actually cover the cost to repair the water leak or the damage caused. Unless explicitly stated, the costs of the former may have to be covered by yourself. The latter would usually be covered by separate ‘Escape of Water’ cover within your policy.

But don’t forget…

Although choosing the right insurance policy is important, it is also equally important to act quickly if you suspect a water leak. The amount of damage can quickly escalate, and water leaks only ever get worse, not better! If an insurance claim is to be successful, then you will need to demonstrate to your insurer that you acted quickly to remedy any problem.

Trace and Access vs Escape of WaterPinpoint Trace and Access Ltd.

‘Trace and Access’ versus ‘Escape of Water’ – What’s The Difference?

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Two terms that are often heard when discussing water damage are ‘Trace and Access’ and ‘Escape of Water’. Sometimes the terms are used interchangeably, implying there is little difference between them. However, this is not the case and it’s important to realise that they represent different stages and parts of a water damage insurance claim.

So, what’s Trace and Access?

Some water leaks are easy to spot. It’s obvious where they originate and reaching them is easy. For example, a leaking tap is relatively easy to spot and straightforward to reach. However, what happens when you suspect a water leak but the source is not obvious? Perhaps it could be located behind a wall, underneath a floor, within a ceiling or inside your central heating system. If you can’t be sure of the source, then reaching it (so it can be repaired) it is going to be difficult.

This is where Trace and Access cover comes in. Many insurance policies include cover which protects you against the cost of locating the source of a water leak and exposing it. They will advise you to employ a Trace and Access company, who will use a range of tools (e.g. thermal imaging, acoustic microphones, endoscopic cameras and gas tracing) to locate the source of a water leak (without causing excess damage to your home in the process). They will then expose the leak, so it can be repaired.

Notice above that I said ‘can be repaired’. Trace and Access does not cover the cost of either repairing the water leak or the damage caused by the water. It simply covers the cost of locating the leak source and exposing it.

How about Escape of Water?

If Trace and Access covers the cost of locating and exposing a leak, then Escape of Water must surely cover everything else? This is partially true and it really depends on your insurance policy. The vast majority of policies will include Escape of Water cover, which will protect you against the cost of repairing the damage caused by a water leak.

However, not all policies will include cover to protect you against the cost of repairing the actual water leak. For example, replacing a damaged pipe or repairing a leaking joint. It’s best to check your policy with your insurance provider to see if this is covered in your policy.

Avoiding a common mistake

When making a water damage insurance claim, it can be easy to assume that everything has to be claimed through one part of your policy. For example, we’ve seen some people try and claim back Trace and Access costs through Escape of Water cover and visa-versa. But note that each part of your policy may have different levels of excess and maximum claim amounts. Therefore, it’s often best to split the different parts of your claim and put them against the relevant cover – rather than trying to bundle everything into one.

Reduce the chance of a water leakPinpoint Trace and Access Ltd.

Reduce The Chances of a Water Leak by Keeping Your Home Well-Maintained

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Even though water leaks can occur in even the most well-maintained homes, it’s still crucially important to be proactive in maintaining your home.

Not only does this reduce your chances of having a ‘dreaded water leak’, but it can also aid you should you need to make a home insurance claim. Many home insurance policies will expect you to keep your home in good repair and loss-adjusters may query claims where they feel more could be done to maintain a home.

No-one wants a water leak in their home and the associated hassle, only then to have their claim queried by their insurance provider. So, with that said, let’s look at some of the basic things you can do to keep your home in good condition and reduce the chances of a water leak occurring.

Check Your Roof Tiles

Water leaks caused by roof damage can be devastating. As such, you should make sure that you maintain your roof and repair it whenever it gets damaged.

Carry out a basic inspection of your roof on a regular basis, at least every six to twelve months. Start with going into your loft and looking for any light that may be coming through the roof. Inspect your beams for signs of any damp or rotting. Follow this up with a visual inspection of the exterior tiles and note any concerns (with photographs if possible). If you do find cause for concern, contact a roofing specialist who can advise.

Clean Your Gutters

Clogged gutters put pressure on your roof and could lead to water leaks. Therefore, as part of your leak prevention plan, you need to make sure that you keep your gutters clear.

When you check your roof, you should also clean your gutters. Use rubber gloves to remove any dirt and debris, and then wash the inside of the gutters with disinfectant. By keeping your gutters clean, you’ll reduce the chances of dirty rainwater building up on your roof and leaking into your home.

You might need to clean your gutters more often if they are near to trees or other sources of debris. Also, you should check and clean your gutters if you notice that water isn’t running off your roof correctly.

Get Your Boiler Serviced Annually

Water leaks don’t just come from outside; your central heating and internal water supply can also leak, causing problems in your home. One of the easiest things that you can do to reduce your chances of water leaks is to get your boiler serviced every year.

Many plumbing specialists and manufacturers offer boiler servicing, so you can easily book an appointment. Consider setting a calendar reminder so that you always remember and don’t forget.

An experienced boiler engineer can check your boiler for damage and recommend the best solution. They can also advise you on the best time to replace your boiler so that your home’s central heating system is efficient all year round.

Check The Boiler Pressure

Some simple boiler checks, such as pressure checks, you can do yourself. If you notice that your boiler isn’t working efficiently, or you lose your hot water supply, the first thing you should do is check the pressure.

Checking the pressure yourself and adjusting it is easy; if you’re not sure how to do it, then check out this handy guide. If the problem persists, or you can’t adjust the pressure yourself, then contact a boiler engineer to ensure that the problem gets fixed quickly.

Visually Inspect Pipes, Joints, And Seals

You should also inspect the pipes, joints, and seals in your home. Look at all aspects of the system for signs of wear and tear, or water supply issues. If you notice that any of your seals are loose, or that your pipes appear damaged, then contact a plumber to get them to repair or replace the damaged area.

Often, pipes crack because they freeze over during the winter months, so check that your central heating system and pipes have adequate insulation. If you’re concerned that your pipes need more insulation, then consult a plumber to find out if you need to add more.

By being proactive and checking your pipes before you notice a water leak, you’ll reduce the chances of a leak occurring. Prevention is better than the cure, as the saying goes, and this is certainly true of water leaks.

Be Proactive If You Notice A Leak

The most important piece of advice that we can give you is to act swiftly if you notice even the smallest water leak. Leaks will never fix themselves and will only grow and cause more damage over time. Your insurance company will look for evidence that you acted in a timely manner to reduce the damage caused by the leak.

Non-invasive water leak detection methodsPinpoint Trace and Access Ltd.

Non-Invasive Leak Detection: What Is It And Can Trace And Access Be Non-Invasive?

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Spotting a damp patch or water damage in your home can seem devastating. But using non-invasive water leak detection techniques, we can help you to find the leak and fix it – whilst keeping damage to an absolute minimum.

What does ‘non-invasive’ mean?

Before non-invasive methods became available, when homeowners noticed a water leak in their home, they would contact a tradesperson. This person would break into walls or ceilings, working backwards to find the source of the leak. If the leak was large, or there were a lot of pipes, then a significant amount of additional damage could be caused whilst locating the source of the water leak.

Today, there are better water leak detection techniques. Our non-invasive tactics for water leak detection mean that in the vast majority of cases we can locate the source of a leak without causing additional damage to your home.

What non-invasive technologies are there?

Thanks to our cutting-edge non-invasive water leak detection technology, we can find the source of your leak quickly and efficiently. Some of the non-invasive water leak detection services that we offer include:

Thermal imaging: Water leaks cause discrete temperature variations across surfaces. Our sensitive heat detection equipment can detect these, allowing our experienced team to trace back the leak.  The technology only needs to be in proximity to your pipes; it doesn’t need to touch them directly, so we don’t have to expose them to detect your water leaks.

Moisture meters: Moisture meters check the levels of moisture on the surfaces around your home. Our team take multiple readings to find the areas with higher levels of moisture and pinpoint the source of the water leak. Whilst moisture meters are usually non-invasive, some materials are hard to test. As such, we might need to drill a small hole to take accurate readings from inside the surface. While this approach isn’t completely non-invasive, the damage caused is very minimal.

Gas tracing:  If you suspect a central heating leak, then gas tracing is an ideal, non-invasive way to locate the source. We will drain the water from the suspected pipes, and then introduce a combination of hydrogen and nitrogen gas. This gas will escape through the leak, and our gas detection technology will find the source of the leak.

Pressure testing: An alternative to gas tracing, pressure meters are installed to measure the water pressure at different points around your central heating system. If they detect a drop in pressure in a specific section of your system, then they can narrow down the source of the leak. Pressure testing takes time, as many factors can affect the pressure of your heating system, but it’s a non-invasive and reliable way to trace leaks.

Acoustic microphones: Using digital receivers, we can check for the sound of the water leaks in your home and find them without exposing your pipes. This is more suited for locating leaks deep beneath floors, underneath concrete and other difficult to reach places.

Can trace and access be completely non-invasive?

Trace and access is made up on two parts. The first part is locating the source of the water leak, which can be completely (or very close to) non-invasive. The second part of the process is exposing the water leak so that it can be repaired – this will obviously involve some damage to the area surrounding the leak.

So whilst water leak detection can be completely non-invasive, it is likely that trace and access will involve a small amount of damage to expose the water leak. However, non-invasive leak detection techniques keep the damage to your home to an absolute minimum.

There may be more damage behind a ceiling leak than you realisePinpoint Trace and Access Ltd.

Ceiling Leaks – More Damage Than You Can See?

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When you think of ceiling leaks, you probably picture a huge patch of water spreading across the ceiling with a bucket underneath it.

However, even a small leak can cause significant damage to your home, as it could be a sign of a more severe problem. If you overlook water damage and damp patches, then you could find that they become major issues that cause structural damage to your property. 

To help homeowners who are unsure of what to do when they find a ceiling leak and why they shouldn’t ignore them, we’ve put together this guide to understanding the importance of fixing ceiling leaks as soon as you find them.

Never Ignore A Ceiling Leak

Even a small leak could be a sign of more severe problems. Water will always travel to the lowest point, meaning that ceiling leaks often start in a different place to where the visible damage is. For example, water may run down a loft beam and across a ceiling before finally settling and forming a damp patch. This means the damage could be far more extensive than is immediately obvious.

As such, you should be proactive and always investigate any ceiling leaks you find, however small. That includes damp patches on the ceiling, minor water damage, and small drips. These seemingly small inconveniences could be a sign that there is a leak somewhere in your home, and that leak will only get worse if left alone.

Investigate The Cause

If you can, then you should try to investigate the cause of the problem. A range of different issues can cause ceiling leaks, so the first step is to access the space above the leak. If the ceiling leak is below the roof, then this could be a sign that your roof is damaged, particularly if the leak occurs after it rains and the water is brown and dirty. Check your roof and work with a roofing contractor to repair the leak.

However, if the water is clear and the leak occurs beneath your roof, then the issue is probably your home’s plumbing. If you can, check the pipes around the affected area to see which is damaged. If you can’t get to your home’s plumbing, or you don’t know what you’re looking for, then contact us, and our experts can trace the source of the leak and fix it for you, saving you time and hassle.

Using Thermal Imaging

In many cases ‘thermal imaging‘ is an ideal way to quickly locate the source of a water leak, without causing excessive damage. A thermal imaging unit will be able to detect tiny changes in surface temperature caused by water. This is far more preferable to manually excavating an area to try and find the source of a leak. 

Check If Your Home Insurance Policy Covers The Cost

Many homeowners ignore small ceiling leaks and signs of water damage because they’re afraid of the cost of fixing the problem. However, if you leave a small issue, then it could become more serious. As a result, you could be paying even more to fix the fault in the future and your insurance company may contest any related claim (because you have not acted quickly enough).

In many cases, you may be able to claim back the cost of locating the leak through your home insurance policy. Trace and access cover means that your home insurer will cover the cost of locating the source of a water leak and exposing it. Be sure to check if your policy includes this.

Contact Us If You’re Unsure

If you notice a leak in your ceiling, then book an appointment with Pinpoint today. Our team can quickly detect the source of the water leak and can also repair the leak and any damage it has caused,

Pinpoint Trace and Access Ltd.

Maintaining Your Central Heating Over The Summer Months

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In the heat of the summer, when its warm outside and you’re spending more time in the garden, it’s easy to forget about your central heating system.

However, with winter fast approaching, you need to make sure that your central heating is working effectively before you need it. In the winter, many plumbers have longer waiting lists, meaning you may have to wait longer in a cold and damp house.

Often, leaks and other issues in central heating systems start small, but if they go unnoticed, then they quickly become significant problems, which can be expensive to fix.

Watch Out For Leaks

One of the easiest ways to spot heating leaks is to check for water coming out of the boiler, or any of the radiators. If you find that any water is leaking out of your system, but you can’t find the cause of the leak, then contact us, and we’ll help you to get it fixed in time for the colder weather. Be vigilant and don’t overlook even a small puddle of water or slight water damage; it could be a sign of a leak. Even a small leak can cause expensive damage to your central heating system, so be proactive and act quickly. We can use pressure testing, thermal imaging, gas tracing and other techniques to find the source of the leak.

Turn Your Boiler On Intermittently

When you’re struggling in the heat, you might not want to turn your boiler on, but if you leave it switched off for months, then you might find that it won’t work correctly when you eventually turn it back on. Try turning on the hot water every week, or switching a radiator on, so that your boiler gets warmed up and ready for the winter. You should also inspect the boiler and central heating system visually every so often, to check for leaks or any other damage that could cause problems when you start using the system later in the year. Check the valves, pipes and connectors, and if you notice anything that doesn’t seem right, then contact a professional.

Bleed Your Radiators

It might sound gruesome, but bleeding your radiators is actually a great way to ensure that your central heating system works properly. It’s also a task that you can do yourself, without any professional training, making it ideal for cost-conscious homeowners. To find out more about how to bleed your radiators, check out this guide. While you’re bleeding your radiators, you might want to consider checking your boiler pressure.

Check Your Boiler And Pipe Insulation

Boiler and pipe insulation stops your equipment from getting too cold in the winter and freezing. If the water in your system freezes, then thaws, it could cause the pipes to crack and leak. As such, you must check your insulation now to ensure that your pipes are warm enough for the coming cold weather. If the insulation is insufficient, then you should contact your plumber to find out more about adding additional insulation to ensure that your pipes won’t freeze when the temperature drops.

Get Your Central Heating System Serviced

Your boiler and central heating system need servicing at least once a year, and summer is the best time to do it. After all, you’re not using your system as much, so you’ll have plenty of time to get any repairs made or spare parts ordered. If you leave your annual central heating check until winter, then you could encounter problems and be left with a cold house. Call a Gas Safe engineer who can check your boiler pressure, pipes and more, and reassure you that your system is running effectively. If they do notice any problems, they can advise you on how to fix them.   

Call The Professionals

If you notice any problems with your home’s pipes, plumbing and central heating system during the summer and you’re not sure what to do, call a professional. Our team can help with everything from water leak detection through to leak repair, water extraction, and drying, and much more.

Which water damage repair costs are included in your insurance policy?Pinpoint Trace and Access Ltd.

Repairing water damage, which costs are covered by your policy?

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If you’ve had a water leak that’s caused damage to your home and you’ve just started the (less than enviable) task of sorting it out, then you may be wondering what you can and cannot claim for on your home insurance policy.

In this article we summarise the three main cost areas, what may not be covered and what to check your policy for. We can’t cover every scenario for every insurance policy, but you should get a good understanding of the things to ask your insurer about as you start this process.

Important: When starting a water damage home insurance claim, remember the two most important things: document everything and report it to your insurer as soon as you can. For more information take a look at our guide to making a water damage insurance claim.

Locating the water leak

Arguably the most important part of the process is locating the source of the water leak. If you cannot locate the leak then you cannot repair it and the damage to your home will continue.

At this point you’re probably thinking that you need a water leak detection company and you’d be mostly right. However, you actually need someone to find the source of the leak and expose it. This is known as Trace and Access and is basically the combination of finding a leak and exposing it so it can be fixed.

Some policies have Trace and Access cover included, either as a core part of the policy or as a bolt-on. If this is the case then you can reclaim the cost of this process from your insurer.

Repairing the water leak

Once found, you’ll want to repair the water leak. Often this is a leaking pipe, joint or roof. However, this is often the cause of a significant amount of confusion when it comes to your home insurance.

Often, a home insurance policy will only cover the cost to repair the damage caused by the leak and not the water leak itself. Put another way, you will need to pay for the cost to repair a leaking water pipe (assuming it’s a pipe that’s leaking) and your insurance company will cover the cost to repair the damage the leaking water has caused to your home.

It’s worth noting that some policies will now cover the cost to repair the leak, but don’t take this for granted. Check your policy wording carefully.

Repairing the water damage caused by the leak

Once the water leak has been located, exposed and fixed then it’s time to repair the water damage caused by the leak. This is where the documentation that you’ve been keeping since the beginning will prove most useful. Some insurers may suggest using their own contractors to fix the damage, but remember you do have a right to appoint your own specialists.

If you don’t want to manage the process yourself, you can appoint an insurance claim specialist to take care of most things on your behalf (their costs are covered by the insurance policy).

At the end of the process your insurer will either pay your contractor/specialist directly or make a payment to yourself to pass on to your contractor/specialist.

Keep in mind that your claim cannot include damage that was caused by general use or ‘wear and tear‘. Your insurer will only cover the cost to make repairs to damage that was directly caused by the leaking water.

COVID-19 UpdatePinpoint Trace and Access Ltd.

COVID-19 Compliance

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We’ve recently implemented a number of measures designed to help prevent the spread of COVID-19. These include stringent requirements for our technicians to:

  • Obey the ‘two meter’ rule
  • Wear protective masks, gloves and covers
  • Follow strict sanitisation procedures

We do ask that clients respect the ‘two meter’ rule and implement reasonable sanitisation measures for the protection of both our clients and our staff.

Should you have any questions, please don’t hesitate to contact us.