Trace and access insurance claim: approval questions
Get written clarification of the trace and access clause before commissioning non-emergency investigation or access work.
Call an engineer0333 567 2646A guide from ADI Leak Detection. Lines open 7:30am to 6:30pm, Monday to Friday.
Match the request to a policy clause
Use your schedule, policy wording and any endorsements together. Note the document version and the section heading. Ask the insurer to identify the clause they will use to assess finding the leak, opening up and making good.
This page concerns authorisation under that clause. Take safe emergency action to limit damage and notify the insurer promptly; do not delay necessary safety work while waiting for routine approval.
A written request for trace and access approval
Adapt the following to the facts you know. Leave the cause as unknown until it has been investigated.
Please confirm whether the trace and access section applies to the reported leak. The proposed investigation is described in the attached scope. Which parts are authorised: detection, opening up and reinstating the opening? Please identify the applicable limit, excess, contractor requirements and any conditions that must be met before work starts.
Ask for the claim reference, the name of the person authorising the work and written confirmation of any spending or access restrictions. A telephone discussion about possible cover is not necessarily approval of the attached scope.
Separate approval into three decisions
- Investigation: which system or area can be tested, and what evidence is required?
- Access: does permission to investigate include lifting or cutting finishes, or is a further decision needed?
- Reinstatement: which disturbed materials may be replaced, and are matching finishes or undamaged areas included?
Pipe repairs and water-damaged areas may be assessed separately. Request an itemised scope so the insurer can identify which work falls under which section.
If the answer is conditional
Record the condition exactly: for example, evidence of insured damage, confirmation of a pipe leak, or approval of a quotation. Ask what document would satisfy it. Do not describe a conditional response as unconditional cover when instructing a contractor.
If an exclusion is applied, ask for the relevant wording and the evidence supporting its application. The Financial Ombudsman explains how it considers gradual damage; the circumstances and policy both matter.
When the investigation scope changes
If testing points to another room, a shared pipe or a larger opening, ask the contractor to describe the change before non-emergency work proceeds. Seek confirmation of the revised scope rather than assuming the original permission extends to it.
Understand the boundary between detection and access, or check how limits and excesses apply.
Need to define the investigation scope?
ADI can explain the proposed investigation and report. Ask your insurer to confirm cover and any approval requirements before commissioning non-emergency work. ADI cannot authorise an insurance claim.
Call an engineer0333 567 2646Lines open 7:30am to 6:30pm, Monday to Friday.