How to Make a Water Leak Insurance Claim

Reviewed by the DCI Leak Detection team · Last updated June 2026

A leak brings two jobs at once: dealing with the water, and dealing with the insurer. Done in the right order, a claim is far less stressful and far more likely to be paid. The biggest mistakes happen in the first hour, when people either let the damage spread or rush into repairs the insurer has not agreed to. This guide takes you through the claim step by step, so you know exactly what to do, and when. For the separate question of whether your leak is covered at all, see our guide on whether a water leak is covered by insurance.

Step 1: stop the leak and make safe

Your first duty is to limit the damage. Insurers expect you to act to prevent things getting worse, and the costs of doing so form part of your claim. Turn off the water at your internal stop tap, usually under the kitchen sink, and if water is anywhere near electrics, switch off the power at the fuse box if it is safe to do so.

If there is a genuine risk of further damage, you can arrange temporary repairs to hold things while the claim gets going. The Association of British Insurers advises that you "arrange temporary repairs to stop any damage getting worse" and, if you can, "call your insurer emergency helpline first for advice." Keep this to making the situation safe and stable, not to permanent repairs, which come later and need the insurer's go-ahead.

Step 2: document everything

Evidence is the currency of a claim. The burden of proof is on you to show the damage came from a covered event, so the better your record, the stronger your position. Before you tidy up or throw anything out, do the following.

• Photograph the damage. Take clear photos of the affected ceiling, floor, walls and any ruined contents, and note the date you first noticed the problem.
• Make a list. Write down what has been damaged, room by room, including furniture, flooring and electricals.
• Keep every receipt. Costs for emergency plumbers, temporary repairs and drying equipment all form part of the claim, so hold on to the paperwork.
• Do not throw damaged items away yet. The ABI advises against disposing of damaged items, "unless they are a health hazard," such as rotting food, because the insurer may want to inspect them. If something has to go, photograph it first.

Citizens Advice gives the same steer in its guidance on making a claim on your insurance policy: take photos, keep copies of all paperwork, and keep a copy of the claim form for yourself.

Step 3: check your cover

Before you call, spend a few minutes with your policy schedule so you know what you are claiming for. You are checking three things: whether the leak looks like a covered event, whether trace and access cover is included, and what your excess is.

In short, a sudden, accidental escape of water is usually covered, while a slow, gradual leak, wear and tear and lack of maintenance are commonly excluded, and cover varies between policies. We explain the coverage rules in full in our guide on whether a water leak is covered by insurance, so we will not repeat them here. The point at this stage is simply to know which section of your policy your claim sits under, and to read the wording rather than guess.

Step 4: contact your insurer, and mind the order of work

Notify your insurer as soon as you reasonably can. There are usually time limits for reporting a claim, and prompt notification keeps things simple. Most insurers run an emergency claims line for exactly this kind of situation. When you call, give them the facts, ask whether trace and access is on your policy, and ask whether you can appoint your own leak detection specialist.

One rule matters more than any other here: do not commit to non-urgent or permanent repairs before the insurer authorises them. Emergency action to stop the damage spreading is fine, and expected, but as the guidance on making a home insurance claim puts it, you should "never agree to any work without discussing it with your insurer first." On larger claims the insurer may appoint a loss adjuster, an independent expert who assesses the damage and helps decide what is covered and the amount payable. Wait for that assessment before any major work begins.

Step 5: get the leak found and an insurer-ready report

If the source of the water is hidden, somewhere under a floor or behind a wall, it has to be located before anyone can repair it or settle the claim. This is the stage where trace and access comes in. Where your policy includes it, this cover pays to find the leak and make good the damage caused by reaching it. It does not usually pay to repair the pipe itself, and limits commonly cap around £5,000, rising to £10,000 on higher tiers. Our pillar guide explains what trace and access cover includes in detail.

A specialist locates the leak with non-invasive equipment and produces a written report, which turns a verbal claim into a documented one. Whether your insurer appoints someone or you appoint a specialist directly, ask for a report you can hand straight to the insurer.

Step 6: the repair and making good

With the leak found and the claim authorised, the work splits into clear parts. The leaking pipe or fitting is repaired, which is usually your own responsibility rather than something the insurer pays for. The access opened up to reach the leak, a lifted floor or an opened wall, is made good under trace and access cover. The water damage to the structure is handled under the escape-of-water section of your buildings policy, and any ruined contents under your contents cover.

Keep documenting as you go. Hold on to invoices, before-and-after photos and any correspondence with the insurer. If the insurer is managing the repairs through its own contractors, you should still keep your own record of what was agreed and done.

Excess and what to expect

You will normally pay an excess, the amount the insurer deducts from your settlement. MoneyHelper notes an excess is "usually between £50 and £250, but can be higher for some water leak claims," so check your schedule for your own figure. If the damage is minor, it is worth weighing up whether the claim is even worth making, because a small claim can fall within the excess and still count against you at renewal.

Timescales vary with the size of the claim. A straightforward claim with clear evidence moves faster than one where a loss adjuster is appointed to assess substantial damage. The things in your control, notifying promptly, providing good photographs and a leak report up front, and being accurate, all help it move along.

Common mistakes that reduce or refuse a claim

Most claims that come back reduced or refused trip on the same avoidable errors. Knowing them in advance is half the battle.

If a claim has already been turned down, that is not the end of it. Our guide on what to do when a trace and access claim is refused walks through challenging the decision, right up to the Financial Ombudsman Service.

How an insurer-ready report supports the claim

The thread running through every step above is proof, and a professional leak detection report is the single strongest piece of evidence you can give an insurer. It records 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 needed to reach it, all backed with photographs.

That record does real work in a claim. It helps show the leak was a covered escape of water rather than slow seepage, it shows the detection and access work was necessary, and it gives a loss adjuster something solid to assess. Across Cornwall and Devon we produce these reports every week. Whether your insurer has appointed someone or you appoint us directly, our trace and access service finds the leak fast, with minimal damage, and gives you the documentation your claim needs.

Frequently asked questions