Plumbing Insurance Claim Guide

Discovering a water leak, burst pipe or failed geyser can be stressful — especially when there is damage to ceilings, walls, flooring or other parts of your property. Knowing what to do from the beginning can help prevent further damage and make the insurance claim process easier.

Leakfind has more than 20 years of experience in leak detection, plumbing repairs and insurance-related work. Our teams can assist with locating the source of a leak, documenting the cause, carrying out the necessary plumbing repairs and attending to resultant damage where required.

Important: Insurance policies and claim procedures differ. Always confirm your cover, excess, approved service-provider requirements and authorisation process directly with your insurer or broker before proceeding with non-emergency repairs.

Step 1: Stop further water damage

If you discover a major leak or burst pipe, your first priority should be to limit further damage. Where it is safe and practical:

• Shut off the affected water supply or the property’s main water supply.

• If a geyser has burst or water is near electrical installations, isolate the relevant electrical supply if it is safe to do so.

• Move furniture and valuables away from the affected area.

• Place containers or towels where necessary to contain water.

• Take photographs and videos of the leak and resulting damage before cleaning up or removing damaged materials.

Do not ignore a suspected leak simply because you cannot see where the water is coming from. Hidden leaks can cause significant damage behind walls, underneath floors and underground.

Step 2: Contact your insurer or broker

Notify your insurer or broker as soon as reasonably possible. Ask them:

• Is this incident covered by my policy?

• What excess will apply?

• Do I need to use an insurer-approved contractor?

• May I appoint my own plumber or leak detection company?

• Do I need authorisation before repairs begin?

• What documentation will you require for the claim?

Some insurers appoint their own service providers, while others may allow you to appoint a contractor subject to their claim requirements. Do not assume that every plumbing failure or every part of the repair will automatically be covered.

Step 3: Have the source of the leak professionally identified

Before the damage can be properly repaired, the source of the water needs to be established. This is where professional leak detection becomes particularly important. Leakfind uses specialist leak detection equipment and techniques to locate concealed leaks while trying to minimise unnecessary breaking, excavation and disruption. Depending on the circumstances, this may include leaks in:

• Hot and cold water supply pipes

• Underground pipes

• Pipes inside walls or floors

• Geyser installations

• Bathrooms and kitchens

• External water lines

• Swimming pools

• Drainage systems

A professional investigation also provides valuable information for the insurer when determining the cause and extent of the loss.

Step 4: Obtain a detailed report

Documentation is extremely important in an insurance claim. Where applicable, Leakfind can provide a comprehensive report recording information such as:

• The location of the leak

• The suspected or confirmed cause

• Findings from the inspection

• Photographic evidence

• Leak detection findings

• Recommended repairs

• Plumbing work required

• Resultant damage identified at the time of inspection

Your insurer may use this information together with its own assessment to determine whether the incident falls within the cover provided by your policy.

Step 5: Understand the difference between the plumbing repair and resultant damage

This is one of the most important parts of a water-damage insurance claim. The plumbing repair is the work required to repair the leaking or failed plumbing component. Resultant damage is the damage caused to other parts of the property by escaping water.

For example, a leaking pipe inside a wall may require the pipe itself to be repaired, while the escaping water may also have damaged the wall, paint, cupboards, flooring or ceiling. Whether the plumbing repair, access costs and resultant damage are covered will depend on the terms, conditions and exclusions of your particular insurance policy.

Leakfind offers both plumbing services and resultant damage repairs, helping to coordinate the process from locating the problem through to reinstatement.

Step 6: Use a properly qualified and accredited plumbing contractor

Choosing the right plumber is particularly important when the work forms part of an insurance claim. Leakfind is an IOPSA member and PIRB-registered plumbing company, and uses appropriately qualified plumbing professionals.

Where a PIRB Certificate of Compliance is required, it must be issued by an appropriately licensed PIRB plumber. A PIRB Certificate of Compliance is the licensed plumber’s declaration that the plumbing work undertaken meets the applicable standards and has been professionally completed. Using properly qualified professionals provides greater accountability and gives homeowners and insurers confidence that the repair has been carried out according to recognised plumbing standards.

View Leakfind’s accreditations, memberships & affiliations →

View our IOPSA membership certificate →

Step 7: Ask whether a Plumbing Certificate of Compliance is required

Certain plumbing work requires a Plumbing Certificate of Compliance. This is particularly important with work involving geysers and other specified plumbing installations. PIRB advises that its Certificates of Compliance are issued by licensed plumbers and that certificates form part of its compliance and auditing system.

Your Leakfind team can advise you when a PIRB Certificate of Compliance is applicable to the plumbing work being undertaken. Read why it matters to use an IOPSA and PIRB registered plumber →

Step 8: Keep your claim documentation

Keep copies of all documents relating to the incident, including:

• Claim or reference number

• Photographs and videos

• Leak detection report

• Assessment reports

• Quotes

• Authorisations

• Invoices

• Proof of payment

• Plumbing Certificate of Compliance, where applicable

• Correspondence with your insurer, broker and contractors

Having a complete record can make it considerably easier to answer questions if your insurer requires additional information.

What if the leak is hidden?

Not all water leaks are obvious. You may notice:

• An unexpectedly high water bill

• Your water meter moving when no water is being used

• Damp patches on walls or ceilings

• Mould or mildew

• Peeling or bubbling paint

• Warped flooring

• The sound of running water

• Reduced water pressure

• Unexplained wet areas outside

A professional leak detection investigation can help locate the source before unnecessary damage is caused by breaking walls, floors or paving in search of the problem.

What if my geyser bursts?

A burst or leaking geyser can cause extensive water damage very quickly. If this happens:

• Take reasonable steps to stop the water.

• Isolate the geyser’s electrical supply if it is safe to do so.

• Photograph the geyser and all visible damage.

• Contact your insurer or broker.

• Confirm whether they are appointing a contractor or whether you may use your own.

• Ensure that the replacement or repair is carried out by appropriately qualified plumbing professionals.

• Obtain the required Certificate of Compliance where applicable.

PIRB confirms that a CoC is required for the installation, repair or replacement of electric water-heating systems irrespective of the value of the work.

Can I choose my own plumber for an insurance claim?

That depends on your insurer and policy. Some insurers have approved contractor panels. Others may allow you to use your own contractor provided their requirements are met and the work has been authorised. Before appointing a contractor for non-emergency insurance work, ask your insurer whether prior approval is required.

If Leakfind has been appointed by your insurer, assistance company or authorised directly by you, our team can help provide the technical information and documentation required for the plumbing portion of the claim.

Why choose Leakfind for an insurance-related plumbing claim?

An insurance claim often involves much more than simply repairing a pipe. You may need leak detection, plumbing repairs, photographic evidence, technical reporting, compliance documentation and resultant damage repairs. Leakfind brings these services together.

With more than 20 years’ experience, specialist leak detection technology, mobile teams and established experience in insurance-related repairs, we aim to make the process as straightforward as possible for homeowners, insurers and property managers.

One call. From leak detection to repair.

Whether you have a concealed leak, burst pipe, geyser problem or water damage, Leakfind can assist in identifying the problem and determining the appropriate next step.

Call Leakfind: 021 551 4894  |  Email: info@leakfind.co.za  |  Contact us online →

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