Free insurance reports. Free restoration. We handle the claim.

What's covered for you, at no charge

• 🛡️ Insurance-grade report on every job we attend. Photographic record, root-cause analysis, recommended remediation. Acceptable to all major UK insurers, Aviva, AXA, Direct Line, LV=, More Than, NFU, Hiscox, Admiral and others.
• 🛡️ Direct insurer claim handling. With your written authority (a simple form we provide), we communicate directly with your insurer or loss adjuster. You don't have to handle the claims process yourself.
• 🛡️ Trace-and-access invoicing. Hidden leak detection (thermal imaging, acoustic, tracer gas, moisture mapping) invoiced separately so it can be claimed under the trace-and-access cover most policies include (£5,000,10,000 typical).
• 🛡️ Full restoration to pre-incident condition. Re-plastering, re-tiling, re-decoration, replacement flooring, ceiling rebuild, mould remediation. We coordinate the entire scope so you have one point of contact for everything.
• 🛡️ Drying-out monitoring & certification. Industrial dehumidifiers, moisture-content monitoring, drying certificates issued before restoration begins. Required by most insurers before paying restoration claims.
• 🛡️ Direct insurer billing on covered claims. When the claim is approved, we invoice the insurer directly. You pay nothing out of pocket on covered work.
• 🛡️ End-to-end project management. Single accountable team from initial emergency response through final make-good, not multiple contractors with separate quotes.

What's typically covered by UK home insurance

Most UK home buildings insurance policies include the following relevant covers. Always check your specific policy schedule, but these are standard inclusions:

Escape of water

The most common claim type, covers damage caused by water escaping from plumbing, heating systems, water tanks or appliances. Includes burst pipes, failed valves, hidden leaks, boiler-circuit leaks, washing-machine flood, dishwasher flood. Typical cover: full buildings damage with no specified limit (subject to overall sum insured).

Trace and access

Specifically covers the cost of finding the source of a hidden leak and the controlled access cuts needed to expose it for repair. Typical cover: £5,000 to £10,000 per claim, separate from the escape-of-water damage cover. Includes our thermal imaging, acoustic detection, tracer gas, moisture mapping and the resulting controlled access work.

Storm damage (impacting plumbing)

Covers damage from storms, wind, hail, flooding, including burst water tanks in lofts, rainwater ingress causing pipework damage, and storm-related drainage failures. Excludes general gradual deterioration.

Subsidence (impacting drainage)

Covers drain damage caused by ground movement, often the underlying cause of long-running drainage problems in London Clay soils. CCTV survey reports document the damage for claim purposes.

Accidental damage

Optional add-on cover that pays for sudden, unforeseen damage caused by accidents, e.g. a contractor putting a nail through a hidden water pipe, a falling object damaging plumbing. Worth having if you're planning building work.

Tree-root damage to drains

Tree-root infiltration damaging drains is typically covered if the damage is sudden and significant. Gradual deterioration is excluded. CCTV survey with WRc-coded defect list establishes the case for claim purposes.

What's typically NOT covered

It's important to be honest about the limits of insurance. The following are commonly excluded:

• Gradual wear and tear (e.g. limescale build-up, slow joint corrosion over decades)
• Damage to the source of the leak itself (e.g. the failed pipe, covered for the resulting damage, but not the £15 of pipe that failed)
• Pre-existing damage that wasn't disclosed at policy inception
• Damage from poorly-maintained or unserviced gas appliances
• Damage to outdoor swimming pools, hot tubs (often separate cover required)
• Damage caused by the policyholder's deliberate act
• Some commercial property uses excluded under domestic policies

We'll always tell you upfront when we believe a claim is unlikely to succeed, so you can make an informed decision before any work proceeds.

Our claim handling process

Here's exactly what happens from the moment we attend a claim-eligible job:

1. 1

   Emergency response

   Our engineer arrives, contains the immediate damage (stop tap, drain-down, temporary repair), and assesses the damage scope.

2. 2

   Insurance check on the phone

   Our office checks your policy schedule with you, what's covered, what isn't, the trace-and-access limit, the excess. Before any claim work.

3. 3

   Insurance-grade documentation

   Photographic record, root-cause analysis, repair scope, restoration scope. Format your insurer expects.

4. 4

   Authority form signed

   A simple one-page authority form gives us permission to communicate directly with your insurer on your behalf.

5. 5

   Claim submission

   We submit the claim to your insurer with all required documentation. We follow up on your behalf if responses are slow.

6. 6

   Loss adjuster coordination (if appointed)

   Where the insurer appoints a loss adjuster, we meet them on site and walk through the damage. Avoids delay.

7. 7

   Claim approved → work begins

   Once approved, we proceed with the scope of work. You don't pay anything to begin.

8. 8

   Permanent repair carried out

   Source of leak repaired, pressure tested, system recommissioned.

9. 9

   Drying-out monitoring

   Industrial dehumidifiers run for 5,14 days as required. Moisture-content readings monitored. Drying certificate issued before restoration.

10. 10

    Restoration to pre-incident state

    Plastering, tiling, decoration, flooring, mouldings, bringing the property back to how it was before the incident.

11. 11

    Insurer billed directly

    Final invoice raised against the insurer. Claim closed. You've paid nothing out of pocket on covered work.

12. 12

    Customer aftercare

    12-month workmanship guarantee, post-completion check-in, ongoing relationship for any future issues.

100% peace of mind, what this actually means

The phrase "peace of mind" gets thrown around in marketing copy meaninglessly. Here's what we actually mean by it:

• You don't have to find your policy documents at 2am to check what's covered, we do that for you.
• You don't have to write claim letters or chase loss adjusters, we do that for you.
• You don't have to coordinate plumbers, then drying companies, then plasterers, then decorators, then flooring fitters, we do that for you.
• You don't have to pay anything out of pocket on covered work, we bill your insurer directly.
• You don't have to wonder if a separate trade is going to leave a snag list, we own the entire scope.
• You don't have to argue with your insurer about claim quantum, we provide the insurance-grade documentation that closes claims cleanly.

When you should still call us, even without an insurance claim

Insurance handling is one of our differentiators, but it's not the only reason to choose us. Many of our jobs are paid privately:

• Routine plumbing repairs not arising from sudden incidents (insurance excludes routine maintenance)
• Boiler servicing, replacement and installation
• Bathroom installation and refurbishment
• Drain clearance from gradual blockages (rather than sudden incidents)
• CP12 landlord gas safety records
• Pre-purchase plumbing surveys
• Customers without home insurance
• Customers who prefer not to claim (small jobs, claim-free record protection)

For all these, our standard pricing applies, see our pricing page.

Frequently asked

Ready to make a claim, or just need to know if you're covered?

Call us on 020 8050 5306, even before you call your insurer. We can usually tell within 5 minutes of looking at your symptom whether it's likely to be a claim, and walk you through next steps.