The Claim Rejection Prevention Checklist

Before you call your insurer, use this checklist to ensure you have the facts straight. One wrong word can lead to a "Gradual Damage" or "Maintenance" rejection.

1 Phase 1: The "Forbidden Words"

When speaking to a claims handler, be precise. Avoid vague language that implies negligence.

AVOID: "It's been damp for months." -> SAY: "I noticed the damage on [Date] and took immediate action."

AVOID: "I think it's the shower sealant." -> SAY: "I suspect a hidden pipe leak and have hired a specialist to confirm."

AVOID: "The house is old." -> SAY: "The plumbing system is well-maintained; this is an unexpected failure."

2 Phase 2: Evidence Gathering

Before the specialist arrives, document the scene.

Take Photos/Video: Capture the damage before anyone moves furniture or lifts floors.

Check Your Policy Excess: Know your "Voluntary Excess" figure (£100? £250?).

Locate the Stopcock: Ensure you can turn the water off if the leak worsens during testing.

Keep the Parts: If a plumber removes a damaged pipe, do not throw it away. The insurer may demand to see the failed component.

3 Phase 3: The Specialist Appointment

Ensure your Trace & Access partner provides the following:

Clear Invoicing: The bill should explicitly state "Trace & Access Services" (not just "Plumbing").

The "Escape" Confirmation: The report must state the water escaped from a fixed pipe or tank.

Photos of Access: Evidence of the hole cut to reach the pipe (this validates the "Access" part of the claim).