Is Trace and Access Cover Worth It?Pinpoint Trace and Access Ltd.

Is Trace and Access Cover Worth It?

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When you’re thinking about taking out a new home insurance policy (or renewing your existing one), one of the decisions you’ll need to make is whether to include Trace and Access cover. In this article we do a quick refresh on what Trace and Access is and why you might want to include cover in your home insurance policy.

Hold Up, What Exactly is Trace and Access Cover Again?

Trace and Access cover is included in many home insurance policies. It covers the cost of locating and exposing a water leak. For example, say you suspect that you have a water leak, but you aren’t sure where the source of the leak is. With Trace and Access on your policy you’d be covered to employ a Trace and Access specialist, who’d be able to locate the source of the leak and make it accessible for repair.

It’s important to note that Trace and Access does not cover the cost to repair the leak. This is often (but not always) excluded from most policies, meaning you can’t claim for that. Nor does Trace and Access cover the cost to repair the damage caused by the water leak. In most cases your insurer would class that as an ‘escape of water’ claim that would be covered by a separate clause in your policy.

So, Is Trace and Access Worth It?

With the exclusions above you might be wondering if paying slightly more for Trace and Access cover is worth it. Perhaps you take the chance to save a little money, pay for a specialist when you have a water leak, or locate the leak yourself?

Before you make your decision, it’s worth noting the following:

Trace and Access Typically Costs Several Hundred Pounds

Most Trace and Access companies usually charge between £400 and £600 (plus VAT). This is quite a substantial amount that you won’t be able to claim back from your insurer if you haven’t got Trace and Access included in your policy.

Often, You’ll Need a Specialist

Water leaks are not always easy to find. Often, they can be hidden away inside wall cavities, underneath flooring, or behind layers of other hard surfaces. Trace and Access companies will employ a range of specialist equipment to accurately pinpoint the source of a water leak, meaning the damage caused to your home in finding the leak is minimised. Non specialists (e.g., general tradespeople) often won’t have access to such specialist equipment or a wealth of experience in the area.

Accessing a Water Leak Can Be Costly

Sometimes gaining access to a water leak is simple. It might be as straightforward as making a small hole in a wall. However, sometimes it’s not this simple. What if your water leak is underneath very expensive flooring, behind expensive kitchen units, or hiding within a high specification bathroom? There may be some excavation work needed to reach the water leak and this may cause collateral damage. Most policies with Trace and Access would cover this (within reason). But without Trace and Access you could be facing a very expensive bill on your own.

A Water Leak Could Be More Likely Than You Think

According to the Association of British Insurers, an average of over £1.8m per day is paid out in water leak insurance claims. Such claims account for around 20% of all household claims. Leaks are particularly prevalent in winter months as pipes freeze and potentially crack. In short, a water leak is a real possibility!

So, Should I Include Trace and Access Cover?

In most cases, adding Trace and Access cover to a policy does not cost a substantial amount. If this is the case, then our advice would be to include it. It might cost you a little extra, but the benefit and long-term saving to you could be substantial. Some insurers may include Trace and Access cover as standard and at no extra-charge. If this is the case, then this really is a ‘no-brainer’!

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 claim refusedPinpoint Trace and Access Ltd.

Why might a Trace and Access claim be refused?

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Whilst most Trace and Access claims proceed smoothly, sometimes claims may be scrutinised or refused by insurers. Without becoming an insurance policy expert, it can be difficult to know what you’re entitled to claim for and what may be legitimately rejected. In this article we take a brief look at some of the common reasons behind the refusal of a Trace and Access claim.

Before we get started, it’s important to note that every insurance policy is different and there is no all-encompassing ‘rule-of-thumb’ that can be applied. With that said, this article should hopefully point you in the right direction, so that you can ask the right questions and get back to doing more ‘fun’ things as quickly as possible!

Escape of Water vs Ingress of Water

One of the key things to understand about water damage related insurance claims is the difference between an ‘escape of water’ and an ‘ingress of water’. These two key terms are often mistakenly understood to mean broadly the same thing, when in fact they are distinctly different.

An ‘escape of water’ refers to water escaping from a closed system, for example a central heating system. It is the classic ‘water pipe leak’ scenario. Some insurance polices will attach Trace and Access to escape of water cover, meaning that an escape of water needs to have taken place for Trace and Access costs to be covered.

On the other side, an ‘ingress’ of water usually refers to water coming in from the outside. It may be coming in through a window, door, or roof. This is distinctly different from an escape of water, and thus some insurers (depending upon the policy) may query or refuse related Trace and Access claims.

A grey area can be found when water leaking from a system outside of your home subsequently runs into your home. For example, you may have a leaking pipe in your garden or driveway which then causes water to enter your home. Such cases may be more complicated but can result in multiple insurance claims, one for an escape of water and one for an ingress of water.

An Insurable Event Must Have Occurred

Another common reason for the refusal of a Trace and Access claim is that an ‘insurable event’ has not occurred. Translated into plain English, this means that you can’t claim for something that either hasn’t happened, or that you’re not insured for.

The most likely example is that you suspect a water leak, but Trace and Access determines that there is no water leak. In some cases, you will not be covered for Trace and Access costs as there was no water leak to find (no insurable event has taken place).

Water Damage Must Have Occurred

It has been known for Trace and Access claims to be rejected on the basis that no water damage has occurred. Whilst this argument has been known, it has also often been successfully challenged. There are very few cases where a water leak does not cause some damage. From the discolouration of walls, ceilings, and furnishings, to hidden damage that might not be immediately obvious.

The key here is to do a thorough examination of both the source of the water leak and where that water subsequently travelled, documenting it with clear photographs and report. With this evidence to hand, this argument can often be successfully challenged.

Related Reading

We hope you found this article useful. For some more in-depth explanations around the key topics mentioned in this article, be sure to read:

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.

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,

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.

Claiming on your home insurance for a water leakPinpoint Trace and Access Ltd.

Claiming on house insurance for water leak

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Updated 13th August 2020

Have you noticed a water leak? Are you thinking about claiming on your house insurance? In this article we give an overview of the process for making a home insurance claim after a water leak. We’ll give an overview of the typical claims process, what you can and can’t claim for and some best practices.

Related articles: Which costs are covered by your policy?
Is plumbing covered by home insurance?

So you’ve noticed a water leak. It may be a large scale leak, in which case it would be difficult to miss. Or you’ve just discovered a smaller leak, which has lay hidden for some time and you’ve just noticed some of the damage it has caused. Let’s talk through some of the key considerations, step by step.

Should you make an insurance claim?

Whether or not you make an insurance claim will depend on a number of factors, including:

  • The scale of the water leak and the damage it has caused to your home
  • The level of insurance excess you will have to pay
  • The effect on your no claims bonus

If the damage caused by your water leak is very small, then it may not be prudent to make an insurance claim. This is particularly true for insurance policies with high excess payments, or where losing your (unprotected) no claims bonus would result in a significant rise in premiums.

However be careful, not to underestimate the cost to repair the damage caused by the leak. Even smaller leaks can lead to damage that is costly to repair. For example, a small leak from an upstairs bathroom can cause a lot of hidden damage. As the water leaks down towards the lower floor, it can damage floorboards, ceiling plaster, decorations and electrical circuitry.

If you’re unsure, a leak detection and repair specialist will be able to provide an assessment of the damage caused.

Making an insurance claim

If you decide to make an insurance claim, then you need to do it quickly. One of the most common reasons for a home insurance provider to challenge or reject a claim, is when the claim has not been reported promptly. Don’t wait several days to report your claim, report it now!

Start documenting your claim

It is important that you document all aspects of your claim. This may prove to be vitally important later down the line. Create a file and start by documenting the leak and damage to your home. Write descriptions of the damage, take photographs, log calls to your insurer and save emails so they can easily be referenced.

Detecting the source of your leak / Trace and Access

It’s possible that you do not know the exact source of your water leak and therefore it cannot be repaired immediately. It may be hidden behind a wall, underneath a floor, or within a ceiling. If this is the case then you will need to trace the source of the water leak before repair works can begin.

Some home insurance policies include ‘Trace and Access’ cover. This will allow you to reclaim the cost of using a specialist to trace the source of the leak and expose it. Please note that often this does not include the cost to repair the leak, only to locate and expose it.

Repairing the water leak

It is important that you repair the water leak as quickly as possible. The longer the leak exists, the more damage it will do to your home. Your insurer will want you to demonstrate that you have taken reasonable steps to minimise the damage caused by the leak. Repairing the leak quickly is an important part of this.

Please note that many insurers will cover the cost of repairing your water leak. Many insurers will only compensate you for the cost to repair the damage caused by the leak, not the repairing of the leak itself. So be prepared to pay a specialist to repair the leak for you.

Agreeing the cost of repairs

The next stage of the process is to agree with your insurer the cost to repair the damage to your home. In many cases your insurer will ask you to provide quotes from multiple companies to repair the damage. In some cases they may recommend that you use a specific company. However, remember that as long as the cost is reasonable (and in line with other companies) you can choose the company that you would like to make the repairs.

In some cases your insurer will send a representative (a ‘loss adjuster’) to assess the damage to your home. Their job is to ensure that your insurer is not overpaying for repairs and that the repairs included are justified within your claim. Remember to keep all of your associated documentation and correspondence.

Starting the repairs

You may have to negotiate with your insurer (and their loss adjuster) before you are allowed to proceed with repairing the damage caused by the leak. Once a cost has been agreed, then repairs can commence. As your progress through the process, keep adding to your claims file. Document the repair process, take photographs and note communications with your repair company.

Completing repairs

Once repairs are complete, you will likely need to sign documentation to confirm you are happy with the repairs and that your case can be closed. Your insurer will then arrange for a payment to be made, either to you directly or to the company who have provided the repairs to your home. If payment is made to you, you should arrange for this money to be promptly transferred to the repair company.

Things to bear in mind

Act quickly

Don’t delay reporting your claim and repairing your leak. Remember that you need to demonstrate you have done everything reasonable to reduce the damage to your home.

Log everything

It is important to keep a ‘trail’ for your claim. You should start by documenting the leak and damage to your home, and follow this through all of the way to the end of your claim. Create a folder which, at a minimum contains the following tabs:

  • Your water leak: Include notes and photographs of your leak and the damage to your home
  • Correspondence with your insurer: Save all emails, letters and log telephone calls that have been made or received
  • Cost to repair: Save quotes from repair companies and correspondence with your loss adjuster
  • The repair: Take notes and photographs as repairs are made to your home
  • Misc: There will probably be other types of correspondence, keep notes of them here

Common reasons for challenges to your insurance claim

Most home insurance claims are processed without undue hassle or delay. But approximately 10% are challenged or dismissed by an insurer. Here we discuss some of the common pitfalls that can be avoided when making a claim.

You do not act quickly enough

As we have mentioned several times, you need to act quickly to report your claim and repair your leak. This is one of the most common reasons for rejecting a claim. You need to demonstrate that you have acted quicky to both report the claim and minimise the damage caused by the water leak.

You have not taken reasonable steps to prevent the leak in the first place

You should have taken reasonable steps to keep your home in a good state of repair. This reduces the chances of a water leak. For example; if you have leaking water from your bath, but have not maintained the bath seal, then this may be cause for your insurer to challenge your claim.

Some examples include (but are not limited to):

  • Have you kept bath/shower seals in good condition?
  • Has your roof been maintained and checked at regular intervals *?
  • Have you maintained your central heating system?
  • Have windows been properly maintained?
  • Are your appliances and their connections in good working order?

* If you have a flat roof, your insurance policy may require you to get your roof inspected at regular intervals (defined in your policy).

What you can’t claim for

The cost to repair your leak

Many home insurance providers will not cover the cost to repair your leak. They will only cover the cost to repair the damage to your home caused by the leak.

Damage not caused by the leak

You cannot claim to make repairs to your home, where the associated damage was not caused by your water leak. Your insurer will only cover the cost to restore your home to it’s previous condition.

General ‘wear and tear’

You cannot claim to repair items that have suffered general ‘wear and tear’. A specific incident must have occurred, which forms the basis for your claim. For example you cannot claim to maintain your roof or replace tiles that may become dislodged or damaged by weather, naturally over time.

Blocked drains

In the majority of cases blocked drains are caused by human error, for example using the drains to dispose of items that are unsuitable for drain disposal. There may be some exceptions to this case, however the vast majority of blocked drains will not be compensated by your insurer.

Your personal time managing your claim

You cannot claim compensation for the time it takes you to start and manage your insurance claim. The time taken can be substantial so you may wish to consider using a repair company with experience in water damage repair.

Summary

Providing that you have maintained your home to a reasonable standard, reported your claim quickly, document your claim and are responsive to your insurers requests, then your claim should be processed quickly and without unnecessary hassle. However, if you are experiencing difficulties, why not contact our team of experts who may be able to help?