What should I do if my pipes burst?

There are a few things you need to do if your pipes burst to minimise the damage and speed up the claims process. 

1. Shut off the water 

Turn off the water at the mains by shutting off the main stopcock. This will stop the flow of water into the house and prevent any more coming into the pipes. 

If any electrical sockets are affected, turn off the electrical supply immediately. 

2. Contact your insurer 

Check your policy documents to see if you’ve got home emergency cover. You can access them by logging on to the customer portal. 

If you do, use our helpful claims tool to be directed to the right team. Access it here.  

It’s important to note that Home Emergency doesn’t include finding the cause of your emergency, such as digging up the floor or removing panelling, flooring or tiles. However, this may be included in your main home insurance policy. 

Even if you don’t have Home Emergency cover, it’s still a good idea to contact your insurer as they can advise you of the best steps to avoid any further damage.  

3. Contact a plumbing professional 

Occasionally, within our Home Emergency cover, we may agree that you can arrange for your own tradesperson to deal with the emergency if this will help resolve the issue more quickly.  

If you have spoken to us and we have agreed that this is the best way to proceed, you can arrange for a reputable plumber to attend and repair the leak itself. Please note, if the water has caused any resultant water damage, you must make your home insurer aware straight away and do not get any repairs completed before you contact them. 

If water has reached power sockets, call out a certified electrician. Don't use any appliances which are wet. 

4. Document the damage 

Check exactly what you need to do to make a claim. This generally involves photographing damage, keeping damaged items until your insurer tells you to dispose of them and keeping receipts for new items or services. 

We’ll let you know if you can start making repairs, or whether we’re arranging for a loss adjuster to come and examine the damage in person. 

5. Putting things right 

Getting your home back to normal after damage from a burst pipe can take a long time. Furniture and fixtures which have been damaged will need to be removed, then walls and floors will need to fully dry out before repair work, such as plastering and redecorating, can begin. 

If you would like further assistance, feel free to join us on Live Chat using the Chat Now button located at the bottom right of this page. 

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