Water leaks, often referred to as ‘escape of water’ incidents, are a leading cause of home insurance claims in the UK. They account for approximately 30% of all domestic claims, with insurers paying out around £1.8 million daily to address the resulting damage. 

Given the prevalence and potential financial impact of water leaks, understanding how to navigate the insurance claim process is crucial. This guide provides expert advice to help you successfully manage a water leak insurance claim.

Expert advice for making a successful water leak insurance claim

1. Immediate steps to take after discovering a leak

The first thing you should do is stop the flow of water by turning off the supply. While you can take steps to prevent further damage, such as moving belongings out of harm’s way, do not carry out any restoration work until your insurer or their Loss Adjuster has assessed the situation. Premature repairs may affect your claim.

2. Document everything

Proper documentation is critical for a successful water leak insurance claim. Take lots of photos and videos of the source of the leak and any damage that has occurred as a result of the leak, and write a detailed list of affected items. You should do this as soon as the leak has been stopped.

3. Notify your insurance company ASAP

Contact your insurance company as soon as possible to inform them of the leak. Most insurers have an emergency number that you can call 24/7 should the water leak occur outside of normal working hours. Ask about the specifics of your coverage and what information they need, and be sure to keep a record of all conversations and emails for future reference.

4. Strengthening your claim

Be proactive in following up with your insurer. If the offered payout seems too low or the scope of works does not seem sufficient, make a challenge with additional evidence. Maintain a claim diary with notes on conversations, dates, and any requests from the insurer. Persistence pays off with insurance claims.

5. If your claim is delayed or rejected

If your insurance claim is taking longer than expected or is rejected outright, you can request a written explanation from your insurer. If you believe the decision is unfair, gather additional evidence, such as an independent plumber’s report or expert assessment. If you’re still unsatisfied, you can escalate the complaint to the Financial Ombudsman Service for an independent review. You also have the option to appoint a Loss Assessor, who can negotiate on your behalf and help challenge an unfair rejection or delay

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When should you make an escape of water insurance claim?

Not every leak requires an insurance claim. If the damage is minor and the repair cost is less than your excess, it might be more cost-effective to handle it yourself. This could also help avoid premium increases.

However, water leaks often cause hidden damage, such as mould, structural weakening, or electrical issues, which may not be immediately visible. Even seemingly small leaks can cause big problems, so it’s worth investigating further before deciding whether to claim or not.

Water leaks can be stressful, but being prepared will make dealing with your insurer easier. By understanding your policy, knowing when to claim, and following the right steps, you can maximise your chances of a successful claim and get your home back to normal quickly.

Key takeaways:

Act fast. Stop the water flow immediately, but avoid making repairs until your insurer has assessed the damage.

Document everything. Take photos, videos, and keep records of all damage, repairs, and communications with your insurer.

Notify your insurer ASAP. Delay can complicate your claim or lead to rejection. Most insurers have 24/7 emergency numbers.

Be persistent. If the payout seems low or the scope of work seems inadequate, challenge it with additional evidence. A Loss Assessor can help negotiate.

Beware of hidden damage. Even minor leaks can lead to costly structural, mould, or electrical issues. Investigate before deciding not to claim.