Guidance from ADI Leak Detection. Content reviewed 30 September 2026.
How to make a water leak insurance claim
The stages below explain what to record, when to contact your insurer and how detection, drying and repairs are arranged.
Stop the water
Turn the stopcock clockwise until it stops. It is usually under the kitchen sink. If the water could be coming from the heating, switch the boiler off too, and if it is anywhere near sockets or lights, switch off at the fuse box only if it is safe to reach and dry. Never touch wet electrical equipment or stand in water to reach it. Keep clear and get qualified help if unsure.
Record everything before it's moved
Take dated photographs and short videos of stains, active leaks and damaged items. Record the water meter reading and boiler pressure gauge where relevant. Retain damaged items until your insurer confirms they can be disposed of.
Read your policy
Find the buildings section of your schedule and look for three things: escape of water (the damage), trace and access (finding and reaching the leak) and the excess (the amount you pay towards any claim). Escape of water often carries a higher excess than the rest of the policy.
Tell your insurer and get a claim number
Notify your insurer before bookingNotify your insurer promptly. Describe the visible damage and when you first noticed it. Confirm whether you can appoint a leak detection engineer or need to wait for the insurer’s contractor.
Get the leak found and reported
ADI normally takes payment on the dayA leak detection engineer selects suitable methods, such as tracer gas, acoustic listening or thermal imaging, to narrow down the likely leak location. A written report with photographs and video provides evidence for your insurer.
ADI Leak Detection can explain what is included in a leak detection visit before you book. ADI states that the report is emailed within 48 hours of the investigation, subject to payment. Confirm timing and any separate access or repair work when booking.
Send the report and invoice to your insurer
Reimbursement subject to policy coverQuote your claim number and attach the report, the invoice and your photos. Your insurer will assess the costs against your policy’s cover, limits, exclusions and applicable excess. Including trace and access on a schedule does not guarantee that every investigation is covered.
The loss adjuster's visit, if there is one
For larger claims, your insurer may appoint a loss adjuster to assess the damage and the cover provided by your policy. Provide the report, photographs and retained items. Ask for the relevant policy wording if any part of the claim is excluded.
Drying out
Usually arranged or agreed by your insurerWater-damaged areas must be sufficiently dry before reinstatement. Ask your insurer whether specialist drying and a certificate of dryness are required. Starting repairs while moisture remains can damage new plaster or decoration.
Repairs
Begin repairs to ceilings, floors and decoration after the leak has been repaired, the property is dry and your insurer has agreed the work. Starting without approval may affect reimbursement.
Your water leak insurance claim record
Keep one working record of the incident, supporting documents and unanswered questions. Use copies when sending evidence and retain the originals.
Download the claim record template (plain text). Complete it locally or print it. This website does not receive or store the information you enter in that file.
- Incident notes: date first noticed, affected rooms, observations and safe emergency actions.
- Photograph index: file name, room, date and a factual description of what it shows.
- Document register: report or invoice name, author, date, version and when it was sent.
- Approval record: the work agreed, conditions, contact name and written reference.
- Outstanding actions: the question, person responsible and next follow-up date.
Send a clear evidence bundle
Use the claim reference in the message subject. List the attachments and explain which request each answers. Keep technical findings in the original report rather than paraphrasing them into a stronger conclusion.
If a document is corrected, retain the earlier version and label the replacement with its date. Use the insurer’s agreed secure channel and avoid including unrelated personal information.
Common problems with water leak insurance claims
- Repairs before the insurer agrees. This may remove evidence needed to assess the claim.
- A slow leak left for months. Most policies exclude damage that built up gradually, so report a leak as soon as you notice it.
- Reporting late. Policies require prompt notification; delays may affect the assessment.
- Estimating the duration without evidence. Record when you first noticed the leak and distinguish this from any estimate of its duration.
What to say to your insurer
Describe the visible damage and when you first noticed it. For example: “I noticed a stain on the hallway ceiling on Tuesday, with water coming through.” Leave the cause and location of the leak to the specialist’s assessment.
If your insurer excludes part of the claim, request an explanation with the relevant policy wording.
What to do if your water leak claim is refused
Request the decision in writing, including the policy wording relied on. Raise a formal complaint with your insurer first. If it remains unresolved after eight weeks, or you have received a final response, you can refer it to the Financial Ombudsman Service, which is free. You normally need to refer the complaint within six months of the insurer’s final response; check the time limits stated in that response.
