In This Guide
Introduction
When a plumber tells you that you have an underground leak on your supply pipe, the first question most London homeowners ask is whether their insurance will cover it. The answer in most cases is yes, at least in part, but the specific cover depends on your policy and there are a few things you need to understand before calling your insurer.
This guide explains what trace and access cover is, what it typically includes and excludes, how to make a claim, and what documentation your insurer will require. If you are dealing with a high water bill and suspect an underground leak, understanding your insurance position before booking an investigation could save you a significant amount of money.
What Is Trace and Access Cover?
Trace and access is a specific type of cover included in most UK buildings insurance policies. It covers the cost of finding and accessing the source of a hidden or underground leak in a property, and reinstating whatever has been removed to gain access. For a full explanation of how it works, see our guide on trace and access cover. For a general overview of what buildings insurance typically includes, the Association of British Insurers publishes guidance at abi.org.uk.
It is important to understand what trace and access covers and what it does not.
Trace and Access Covers | Trace and Access Does Not Cover |
The investigation cost of locating the leak | The water bill increase caused by the leak |
Excavation to access the failure point | The repair of the pipe itself (in most policies) |
Reinstatement of the surface above the repair | Leaks from appliances or fittings |
The investigation report required by the insurer | Gradual deterioration or wear and tear |
Opening floors, walls or ceilings to access a hidden leak | Pre-existing leaks known before the policy started |
The repair of the pipe itself is handled separately, either under a different section of the policy or as a separate cost. Always check your specific policy wording.
What Most Policies Cover for Underground Leaks
For an underground supply pipe leak, trace and access cover typically pays for:
The detection investigation. The cost of the acoustic and tracer gas survey used to locate the failure point. This is the 0800 Homefix investigation visit.
The excavation. The cost of opening the ground at the confirmed failure point to access the pipe. For a garden this is a targeted dig. For a driveway this means lifting the minimum necessary number of blocks or cutting the minimum area of tarmac.
Reinstatement. The cost of making good the surface above the repair. For a garden this means backfilling and relaying turf or topsoil. For a driveway this means relaying blocks or patching tarmac.
The limit on trace and access cover varies by policy. Common limits are £5,000, £10,000 and unlimited, depending on the insurer and the policy tier. Check your policy schedule for the specific limit that applies to yours.
What the Insurer Requires Before Approving a Claim
Most insurers will not approve a trace and access claim on the basis of a meter test result alone. They require a formal investigation report from a qualified engineer before authorising the detection and access work, or they require evidence of the detection work after it has been carried out.
The 0800 Homefix investigation report includes:
- The detection methods used, including equipment specifications
- The investigation findings and the confirmed failure location
- Measurements from reference points on the property to the confirmed failure point
- For tracer gas investigations, the pressure test results confirming a leak was present before gas was introduced, and the hydrogen detector readings at the confirmed exit point
- The repair recommendation
This report is structured to meet the requirements of the major UK insurers for trace and access claims and is delivered within 48 hours of the investigation.
Contact your insurer before booking the investigation if possible. Some insurers prefer to instruct their own loss adjuster before work begins. Others are content to receive the report after the investigation. Knowing which approach your insurer takes avoids any dispute about authorisation.
How to Make a Trace and Access Claim
Follow these steps in order to give your claim the best chance of being approved smoothly.
- Confirm the leak is present. Carry out the water meter test. If the meter moves with all water use stopped, you have an active leak on the supply pipe. Document the meter readings with photographs and note the date and time.
- Contact your insurer. Call your buildings insurance provider and tell them you have a confirmed supply pipe leak and wish to make a trace and access claim. Note your claim reference number.
- Ask about their preferred process. Some insurers want to send a loss adjuster before any work is instructed. Others are happy for you to book the investigation directly and submit the report afterwards. Clarify this before booking.
- Book the investigation. Call 0800 Homefix with your claim reference number. We will carry out the acoustic and tracer gas investigation, confirm the failure location and produce the investigation report.
- Submit the report to your insurer. The 0800 Homefix investigation report is submitted to your insurer or loss adjuster. The access and repair work is then authorised.
- Carry out the repair. The targeted excavation and repair are carried out at the confirmed failure point. A pressure test confirms the repair is holding before the engineer leaves.
- Submit reinstatement costs. The cost of reinstating the surface above the repair is submitted to the insurer as part of the claim.
What Is Not Covered
Understanding what trace and access does not cover prevents unexpected costs.
The repair itself. Most standard trace and access policies cover finding and accessing the leak, not repairing the pipe. The repair is either covered under a separate buildings insurance section or is an out-of-pocket cost. Some premium policies do include the repair. Check your policy wording carefully.
The water bill. The cost of the water lost through the leak is not covered by buildings insurance. Thames Water does offer a discretionary leak allowance on one billing period for confirmed and repaired supply pipe leaks, but this is applied separately and is not guaranteed.
Gradual leaks or wear and tear. If the insurer determines that the pipe has been leaking for a long period and the homeowner was aware of it, or that the failure was the result of gradual deterioration rather than a sudden event, the claim may be declined. Acting promptly on a Thames Water excessive usage letter or a meter test result protects against this.
Leaks you knew about before the policy started. Pre-existing leaks known to the policyholder at the time the policy was taken out are excluded.
A Note on Loss Adjusters
For significant trace and access claims, your insurer may instruct a loss adjuster to attend the property before authorising the work. The loss adjuster’s role is to verify the claim on behalf of the insurer. They will typically want to see the meter test results, the investigation report, and the proposed access and repair scope before approving costs.
The 0800 Homefix investigation report is produced specifically to satisfy loss adjuster requirements. If a loss adjuster is involved in your claim, let us know when booking and we will ensure the report includes everything they are likely to need.
If your trace and access claim is declined and you believe this is unfair, you have the right to escalate to the Financial Ombudsman Service, which handles disputes between consumers and insurers free of charge. Further information is at financial-ombudsman.org.uk.
Frequently Asked Questions
Does buildings insurance cover an underground water leak?
Most UK buildings insurance policies include trace and access cover, which pays for the cost of locating and accessing a hidden or underground leak and reinstating the surface after the repair. The repair of the pipe itself is usually covered under a separate section of the policy or may be an out-of-pocket cost depending on the policy wording. The water bill increase caused by the leak is not covered by buildings insurance. Check your specific policy schedule for the trace and access limit and any exclusions that apply.
What is the difference between trace and access cover and buildings insurance?
Buildings insurance covers damage to the structure of a property caused by specific insured events such as fire, flood, subsidence and escape of water. Trace and access cover is a specific component of buildings insurance that covers the cost of finding and accessing a hidden leak, rather than the damage caused by it. Not all buildings insurance policies include trace and access cover, and those that do vary significantly in the limit applied. Always check your policy schedule before assuming cover is in place.
How much does trace and access cover pay out?
Policy limits vary. Common limits are £5,000, £10,000 and unlimited, depending on the insurer and the policy tier. For a typical underground supply pipe leak in a London property, the detection investigation, targeted excavation and reinstatement costs generally fall within a £5,000 limit. Larger or more complex access situations, such as a failure beneath a substantial driveway, may exceed lower limits. Check your policy schedule for the specific limit and any excess that applies.
Do I need to get approval from my insurer before booking a leak detection investigation?
It depends on your insurer’s process. Some require their loss adjuster to attend before any work is instructed. Others are happy to receive the investigation report after it has been carried out and then approve costs retrospectively. Contact your insurer as soon as you have confirmed a leak is present and ask about their preferred process before booking. This avoids any dispute about whether the work was authorised.
Will making a trace and access claim affect my insurance premium?
Making a claim under trace and access cover may affect your no-claims discount and could influence your renewal premium. This varies by insurer. If the detection and access costs are relatively low, it may be worth comparing the claim value against the potential premium impact before proceeding with a claim. Your insurer can advise on the likely impact on renewal before you commit to the claim.
What documentation do I need to make a trace and access claim?
You will typically need: the meter test results showing the leak was confirmed, the 0800 Homefix investigation report documenting the detection method and confirmed failure location, the repair invoice showing the work carried out and the date, and photographs of the access excavation and reinstatement. Your insurer may also request Thames Water correspondence such as an excessive usage letter if one was received. We can advise on documentation requirements when you call.
Can I claim for an underground leak if I rent my property?
If you are a tenant, buildings insurance is the responsibility of the landlord, not the tenant. The landlord’s buildings insurance policy may include trace and access cover. Contact your landlord as soon as you suspect an underground leak and provide evidence of the meter test. If you have contents insurance as a tenant, this does not cover underground supply pipe leaks. The supply pipe is part of the building structure and falls under buildings insurance.
When to Call 0800 Homefix
If you have confirmed a leak on the supply pipe and are ready to begin the trace and access process, call 0800 Homefix with your insurance claim reference number. We carry out the acoustic and tracer gas investigation, produce the investigation report your insurer requires, and carry out the repair in the same visit in most cases. No call-out fee. Fixed quote before we start. Written report within 48 hours.
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Editorial note: This article is intended as a general homeowner guide. All plumbing work on supply pipes should be carried out by a qualified, WaterSafe-registered plumber. If you suspect a gas leak, leave the property immediately and call the National Gas Emergency Service on 0800 111 999.
