How do you make an escape of water claim?

Make the property safe first

If water is near electrical fittings, do not touch wet switches, plugs or appliances. Turn off power at the consumer unit only if it is safely accessible from a dry place. If not, keep clear and seek qualified help.

If safe, close the relevant isolation valve or main stopcock. Move people and belongings away from the affected area. Do not climb onto a wet ceiling or enter a flooded space with electrical hazards.

Notify your insurer and keep evidence

1. 1Use the claims contact shown in your policy and explain when you noticed the water, what is affected and what steps you have taken.
2. 2Ask whether the insurer will appoint a loss adjuster or contractor, whether emergency work is authorised and what evidence it needs.
3. 3Photograph or video the source, visible damage and affected belongings before clearing up, if safe. Keep a dated note of calls, names and claim references.
4. 4Keep receipts for reasonable emergency costs and retain damaged items until the insurer says they can be disposed of.

Manage investigation and repairs

The insurer may need the leak source identified before it decides what work is covered. Ask before opening walls or floors unless urgent access is needed to stop active damage. Trace and access cover, if included, has its own limits and conditions.

A plumbing report can record observations, tests, likely cause and repairs, but it cannot guarantee an insurer will accept a claim. Check the report meets any specific request from your insurer.

Arrange permanent work through the route your insurer approves. Keep invoices, repair details and photographs of work in progress and completion. Check that the leak has stopped and that any required drying or reinstatement is addressed.