If your trace and access claim has been refused, ask the insurer for the decision in writing and the exact policy term they relied on. Then gather evidence, including a professional leak detection report, and put it through the insurer's formal complaints process. If you still disagree, you can take it to the Financial Ombudsman Service for free, and their decision is binding on the insurer.
A refused claim lands hard when you are already dealing with a leak, a soaked floor and a rising bill. The good news is that a refusal is rarely the end of the road. Many trace and access claims are declined for reasons that can be answered with the right paperwork, and you have a clear, free route to challenge a decision you think is wrong. Here is why insurers refuse these claims, and exactly what to do next.
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A quick word before you panic
A refusal is a decision, not a verdict. Insurers in the UK have to handle claims promptly and fairly, and they cannot unreasonably reject a claim. That duty sits in the financial regulator's rulebook, the Insurance: Conduct of Business Sourcebook, known as ICOBS, and it has real teeth. So your first job is simple: find out the precise reason for the refusal, in writing. Once you know which policy term the insurer is relying on, you can work out whether the decision is fair and, if it isn't, how to put it right.
It helps to remember what this cover is for. As our pillar guide on what trace and access cover actually includes explains, it pays to find a hidden leak and make good the damage caused by reaching it, not usually to repair the pipe itself. A claim often stalls because one of those buckets has been confused with another, which is fixable.
Common reasons a trace and access claim is refused
Most refusals come down to a handful of policy terms. Knowing which one applies to you tells you what evidence you need to gather.
| Reason given | What it usually means |
|---|---|
| Gradual or slow leak | The insurer says the damage built up over time rather than happening suddenly. Most policies cover a sudden and accidental escape of water but exclude slow, ongoing leaks, as the Association of British Insurers sets out. |
| Wear and tear or lack of maintenance | Old or corroded pipework, or a problem the insurer feels should have been spotted and fixed sooner. Maintenance and gradual deterioration are standard exclusions. |
| No trace and access cover on the policy | The feature was not included on your schedule. It is standard on some buildings policies, an add-on on others, and rarely on contents-only cover. |
| No covered trigger | The insurer is not satisfied the damage was caused by an insured event, such as an escape of water. The burden of proof here is on you. |
| Work started before authorisation | Non-urgent detection or repair work was carried out before the insurer agreed to it, so they question the cost. |
| Excess or limit | The claim falls within your excess, or above the trace and access limit on your policy. This is a partial decline rather than a flat refusal. |
The gradual-leak and maintenance reasons are the two you will see most often, and they are also the two where good evidence matters most. An insurer cannot simply assume a leak was gradual. If a specialist can show it was a sudden failure, or pinpoint exactly when and how it happened, that changes the picture.
What to do, step by step
Work through these in order. Keep copies of everything, and put as much as you can in writing.
- Read your policy wording and schedule. Find the trace and access section, the escape-of-water section, your excess and any exclusions. Check that the reason given actually matches what the policy says.
- Ask for the refusal in writing and the exact term relied on. You are entitled to a clear reason. Ask the insurer to name the specific policy clause they are using to decline. This single step often exposes a weak refusal.
- Gather your evidence. The burden is on you to show the damage came from a covered event. Collect photographs, the dates you noticed the problem, any plumber's notes, and, above all, a professional leak detection report that records how and where the leak was found.
- Respond and ask them to reconsider. Send your evidence with a short, factual covering note explaining why the decision should be reviewed. Stay calm and specific. You are not arguing, you are presenting facts.
- Use the formal complaints process. If they hold the line, ask to raise an official complaint. Citizens Advice recommends writing to the insurer with the details, what you want them to do, and a deadline to reply, then keeping a copy. See their guidance on what to do when an insurer refuses your claim.
- Escalate to the Ombudsman if needed. Once the complaint runs its course, an independent route opens up, covered next.
If the cost of detection is what is in dispute, it is worth knowing what trace and access costs in a typical case, so you can show the work charged was reasonable and in line with the market.
Taking it to the Financial Ombudsman Service
If you have been through the insurer's complaints process and still think the refusal is wrong, you can refer the matter to the Financial Ombudsman Service. A few things to know:
- It is free. You do not need to pay a solicitor or a claims management company to bring a complaint.
- Complain to the insurer first. The insurer has up to eight weeks to give you a final response. If eight weeks pass with no final response, you can go to the Ombudsman anyway.
- Mind the deadline. Once you have the final response, you have six months to refer the complaint to the Ombudsman, or six years from the event itself. Citizens Advice notes the same six-month window.
- The decision is binding. If the Ombudsman upholds your complaint, the insurer has to follow the decision.
The Ombudsman looks at what is fair and reasonable in the circumstances, not just the letter of the policy. A well-documented leak, backed by an independent report, gives them something solid to weigh up.
How an insurer-ready report helps
The thread running through every stage above is evidence. Because the burden of proof sits with you, the quality of your documentation often decides the outcome. This is where a proper trace and access report earns its keep.
An insurer-ready report sets out how the leak was located using non-invasive methods such as thermal imaging, acoustic detection and tracer gas, exactly where it was found, and the access that was needed, all backed with photographs. That record does two things. It helps prove the leak was a covered escape of water rather than slow seepage, and it shows the access work was necessary and proportionate. Insurers settle on evidence, and a clear report is the strongest evidence you can give them.
Across Cornwall and Devon we produce these reports every week, and we are happy to take a look at a refusal and the wording behind it. Whether your insurer appointed someone already or you appoint us directly, our trace and access service gives you the leak found fast and the documentation your claim needs.
Frequently asked questions
Can I appeal a refused trace and access claim?
Yes. Ask the insurer for the refusal in writing and the exact policy term they relied on, then put your case through their formal complaints process. If you still disagree, you can take it to the Financial Ombudsman Service for free. A clear, independent leak detection report often makes the difference.
Why was my trace and access claim declined?
Common reasons are a gradual or slow leak, a wear-and-tear or lack-of-maintenance exclusion, no trace and access cover on the policy, work starting before the insurer authorised it, or not enough evidence to link the damage to a covered escape of water. The exact reason should be given in writing.
How long do I have to complain about a refused claim?
Complain to the insurer first. They have up to eight weeks to give a final response. After that response you have six months to refer the complaint to the Financial Ombudsman Service, or six years from the event. If eight weeks pass with no final response, you can go to the Ombudsman anyway.
Does the Financial Ombudsman charge me to look at my complaint?
No. The Financial Ombudsman Service is free for consumers, and you do not need to pay a solicitor or claims management company to use it. If it upholds your complaint, its final decision is binding on the insurer, so they have to follow it.
Will a leak detection report help overturn a refusal?
Often, yes. The burden is on you to show the damage came from a covered event. An insurer-ready trace and access report records how the leak was found, the methods used and the access needed, with photographs, which gives the insurer the evidence they need to reconsider.
What if I started repairs before the claim was authorised?
Most policies ask you to limit further damage but to wait for authorisation before non-urgent work, so repairs done too early can be questioned. Keep every invoice, photograph and the leak report. If you acted only to stop the damage spreading, say so clearly and in writing.
Refused, and not sure where you stand? Let's get it documented properly
We trace hidden leaks across Cornwall and Devon with non-invasive equipment and provide the insurer-ready trace and access report your claim needs. Fast response, minimal damage, clear evidence.
Call Dickie on 07822 025 911 No Find, No Fee on residential leak detection (subject to terms)