Water Damage Insurance Claim

Get support on your Escape of Water insurance claim

Help is at hand! Our claims team will assign a local Aspray loss assessor to visit you at your property to begin the process.

The goal is to help you get your property back to the way it was, before your Escape of Water claim. In addition, we aim to make the experience as less stressful as possible.

Burst pipes

Leaking pipes

Appliance leaks

Rising damp

Restoring your home or business after an Escape of Water

Burst pipes or leaking pipes, and water escaping from fixed appliances are the most common type of claim handled by Aspray.

As a result, our experience has taught us that what may look like a small leak on the surface, could be extensive damage behind the scenes. To sum up, you need an expert on your side.

These types of claims are common however, they are not as straightforward as you may expect. For instance, people often find themselves arguing their case. In other words, your insurer may believe better maintenance may have prevented an issue.

Additionally, the policy wording could be unclear.  Infact, the insurance company frequently asks the customer to obtain three quotes from local tradespeople to fix the damage.

However, without knowing the extent of the damage, how can you know what repairs are needed? Above all, Aspray takes away this hassle.

Watch the case study video below!

Examples of our service on Escape of Water claims

Get support on your Escape of Water insurance claim

How we support you on an Escape of Water claim

A member of the Aspray claims team will take some details of the property damage and details of your insurance claim if you have logged a claim. Next, our team will arrange for a Loss Assessor to visit your premises at time to suit you. 

Property damage and
repair report

Review and sign the mandate instruction authorising Aspray to manage the claim on your behalf. In addition, we will assess the property damage to determine if you have a valid insurance claim and contact your insurer to get the ball rolling.

Aspray manage your
insurance claim

From here, your Aspray Loss Assessor will deal with all communications relating to your insurance claim. Therefore, you won’t need to handle onsite meetings with necessary specialists or representatives of the insurer.

Negotiation with
your insurer

Aspray will negotiate the insurance claim to achieve the best possible outcome on your behalf as quickly as possible. Having  Aspray on your side, means that we will chase and aim to progress the claim as quickly as possible. 

Settlement and
excess paid

The settlement will be agreed, and your dedicated Loss Assessor will meet with you to discuss the agreed works. They will also collect your excess payment and agree a convenient date for works to commence.

Fully vetted
contractors assigned

The appropriate contractors will be instructed to carry out the reinstatement works at your property.  Some elements of the works may be undertaken by the Loss Assessor personally. 

Project manage
the repair works

Reinstatement works will commence on the pre-agreed date, and your dedicated Loss Assessor will project manage these works to completion. Meanwhile, Aspray will update you on project timescales.

Sign off
and feedback

Your feedback and satisfaction are of paramount importance to us, therefore, we will meet you onsite, where applicable, to inspect and sign off on the completed works. 

Commercial properties and Escape of Water Insurance Claims

The most common type of claim that Aspray handles is Escape of Water.

Commercial properties that have an Escape of Water could require expensive repair work. Should you discover a water leak in your premises, it is important to mitigate losses as quickly as possible. Above all, turn off your water supply at the mains!

Aspray helps commercial property owners across the country with their Escape of Water claims.

As a result, business owners can run their business without further distraction. The last thing a business owner wants is the stress that comes with making an insurance claim.

Therefore, an expert loss assessor like Aspray can be a useful service to contact.

Watch the case study video below!

Get support on your Escape of Water insurance claim

Escape of Water Icon

Leak detection

In some instances, the leak will originate from an unknown source.

Our hired contractors will be able to locate a water leak with minimal disruption, as a result of using the latest technology and equipment.

Most importantly, sourcing this leak will mitigate further damage to the property.


Escape of Water Drying Icon


Aspray have access to specialist equipment courtesy of working with one of the UK’s largest suppliers of advanced drying machinery.

Additionally, our assessors are professionally trained in deploying these drying systems.

To sum up, we can ensure the quickest time frame is met on an Escape of Water claim.

Fozen Escape of Water

Frozen pipes

Frozen pipes are one of the main causes of Escape of Water claims throughout the winter period.

For instance, your home could be at risk of damage because of a drop in temperature. Pipes have an increased chance of bursting because of blockages caused by ice. 

However, simple precautions can be taken to reduce the risk of frozen pipes.

Escape of Water Hidden

Hidden damage

There could be damage in hard to reach areas of your property because of the way water can travel.

The longer you leave a leak, the more problems it can cause. Therefore, Aspray will conduct a thorough investigation into the extent of the leak.

Escape of Water FAQ

I need to make a claim for Escape of Water, what should I do?

When you discover the leak, your first action is to prevent further damage by turning off your water at the mains. Call an emergency plumber if necessary to assist in stopping the leak.

Then, call Aspray at your next opportunity. After the initial call to completion of the reinstatement works, you will always have someone on your side, who is striving to ensure you are receiving what you are entitled to. 

Our expert team will help you find the information you need to register your claim, this is usually contained within your policy documents along with your personal policy number and insurer’s claims helpline number.

Call 0800 077 6705, to access the support you need. 

How much does the Aspray service cost for Escape of Water claims?

Unlike some Loss Assessors, we can manage the whole Escape of Water claim right through to completion. Another key point is our loss assessing service is free to the policyholder, provided we can use our vetted contractors to carry out the reinstatement works. However, you will still have to pay any excess which is stated on your policy. 

If you are a VAT-registered company or individual, please be aware you are responsible for paying the VAT of the settlement, however, you can claim this from HMRC on your next VAT return. 

How does the insurance excess work and do I still have to pay this if I appoint Aspray?

Yes, the excess stated within the policy will still apply.

Insurance excess is the amount you agree to pay towards a claim before your insurance provider makes its contribution. Your excess amounts will be shown in the policy schedule. 

Under the terms of your insurance agreement, the amount of excess you pay may depend on the type of risks, often referred to as ‘perils.’ Our experienced team can show you where to find out how much excess you would have to pay if you made a claim.

The excess is payable directly to Aspray once the final settlement has been agreed with your insurer. At this point, your dedicated Loss Assessor will arrange to collect the excess payment from you.

Who can Aspray assist?

To put it simply, Aspray can help any property owner who is making a claim on their building’s insurance policy, whether it’s their home, business or investment property.  

If you have suffered damage to your property and want to make a claim on your insurance policy, call Aspray on 0800 077 6705. Your dedicated Loss Assessor can inspect the damage and validate the claim before you speak with your insurance company. 

Why do I need Aspray if my insurers have already appointed a loss adjuster?

Loss Adjusters are appointed to act on behalf of the insurance company. Aspray will work directly for you, the policyholder.

By appointing an Aspray loss assessor you will level the playing field. Specifically, you will have a trusted and experienced professional acting on your behalf and exclusively in your best interests. From initial contact to satisfactory conclusion of repairs, we aim to take the stress and strain away.

Read our TRUSTist reviews to see how our UK wide network of loss assessors consistently go the extra mile to help their customers. 

How long will my Escape of Water claim take?

Escape of Water insurance claims can be complex, and each case is unique meaning each can vary in time length. There are many factors that can impact the claim procedure such as, size of the claim, extent of the damage to the property and even the internal procedures that your insurance company have in place.

Having Aspray on your side, means having someone who will drive the claim forward, chase the insurer and ultimately bring the claim to completion as quickly as possible, whilst updating you every step of the way.

Aspray has a great reputation for helping people with Escape of Water claims because of our vast experience in the field since 22005. Therefore, we are confident in working to conclude the claim as quickly as possible. However, as mentioned above, all cases are unique.

What can I do if my Escape of Water claim is rejected/repudiated?

Repudiated claims, as rejected claims are often termed, are relatively common within the world of property insurance. Specifically,  if an insurer repudiates a claim, they are refusing to accept liability for the damage that has occurred at a property.

A decision may be potentially overturned following the appointment of Aspray, because of the evidence we may put forward on your behalf.

Having an expert and multi-award-winning loss assessor like Aspray assist with the insurance claim can be a huge relief. If you hit a brick wall on an insurance claim, call our team of insurance professionals.

Can you help if my Escape of Water insurance claim is already in progress?

Aspray does need to have been appointed at the very start of a claim however, it is more beneficial.

We can help at any point in the claim. That is to say that firstly, no reinstatement quotes have been provided to your insurer. Secondly, the reinstatement works have not already begun.

We can step in at a time when those who are trying to negotiate with the insurer’s loss adjuster are failing to do so effectively. For instance, they may find the claim is not progressing due to a breakdown in communication because of a lack of insurance knowledge.

The sooner you get in touch, the sooner we can assess your individual situation and provide you with advice on how to proceed.  

Get support on your Escape of Water insurance claim

Case study: Homeowner relieved to get support
from Aspray on his Escape of Water claim

This policyholder was relieved to have Aspray step in and manage his claim for Escape of Water.

This policyholder was having no luck with his insurer because of a lack of understanding of complicated insurance jargon.

Moreover, property construction and damage were not the policyholder’s area of expertise.

✅ We arrange vetted contractors to complete the restoration works, with accurate and transparent timescales.

✅ Aspray instruct vetted contractors to leave the site clean and tidy after each working day, to make the process as comfortable as possible.

✅ High-end reinstatement work.

✅ No pressure to sign anything. The mandate is explained with care and attention. 

✅ We manage the claim from communicating with the insurer, all the way through to completing the reinstatement works.

Watch the case study video below!

Useful advice on an Escape of Water claim

If you have a water leak, or ingress of water at your property, you may consider making an insurance claim. Burst/leaking pipes, plumbed in appliances, or leaking roofs can be expensive because of the extensive damage they cause.

However, there may be a limited amount of money your insurance will pay out for due to the contents of your policy.

First action: stop the leak!

Before getting your insurance company involved, you should take active steps to stop the water leak itself accordingly.

For an Escape of Water, the first service you should call is either a leak detection company or a plumber. Additionally, if the leak is severe, ensure you turn off the mains stopcock.

Your policy will cover the damage as a result of the water leak, and MAY also cover investigative works required to source the leak!

However, it is important to check your policy documents to confirm if you have ‘Trace and Access cover’.

Your insurance policy and what you are covered for

Before you make a claim on your insurance, review your policy documents. In other words, your policy schedule will detail exactly what you are covered for.

‘Escape of Water’ claims are usually a standard feature of your policy. As a result, this would cover any damage related to water flowing within your property.

Water leaking from a pipe, tank, or appliance can all cause an Escape of Water claim. To sum up, your policy wording will detail exactly the causes that your insurance covers.

An Escape of Water however is different from ‘water ingress’. Water ingress is water coming from the exterior of your property, perhaps from missing or loose tiles on your roof.

Your policy will normally cover the costs required to repair a roof with damage due to an unexpected event like a storm.  But the claim will not be covered if the roof is poorly maintained.

The risk of ignoring water damage

Often, homeowners discover damp and mould growth in their home, or raised/bowed flooring.

However, it is only on closer inspection, perhaps by a leak detector, that homeowners discover additional damage.

In this scenario, it is unreasonable to expect the homeowner to have intervened earlier. However, if the leak is visible at your property and you choose to ignore it, your claim may be rejected (referred to as repudiated).

Your insurance company will likely expect you to have done everything you can to mitigate the damage at your property.

Most importantly, failure to comply may result in your insurer turning down your insurance claim.

Validating your insurance claim

Providing you have cover in place, the amount your insurance will pay up to for a water leak at your property will vary.

Often, your insurance company will instruct their appointed Loss Adjuster to audit the extent of damage and repair costs.

A Loss Adjuster will work on behalf of your insurance company; however, you can appoint your own representation.

Your insurer and their appointed Loss Adjuster will consider whether the leak is from a fixed water pipe or appliance, leaking roof due to storm damage, or the result of general wear and tear or poor maintenance.

As a result, you may wish to have your own representation discuss such matters.

A comprehensive report will be put to your insurance company, as a result of our expert knowledge in property structure.

Escape of Water is one of the most common insurance claims

Escape of Water claims make up a third of all buildings insurance claims and are worth millions of pounds each year.

Therefore, it is a type of claim Aspray have vast experience in.

In present times, two factors have contribute to an increase in Escape of Water claims.

Firstly, the increase in home improvements and DIY, with people installing new water appliances, en-suites, underfloor heating, and showering facilities.  These all bring about more potential hazards for an Escape of Water to occur.

Secondly, the UK is experiencing drastic temperature changes, with colder winters and hotter summers. Frozen pipes crack because of the expanding ice inside of them.

To summarise, the frequent variation in temperatures contributes to more pipes bursting, as frozen pipes are more likely to burst when thawing out as the weather warms up again.



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