Trace and access advice: what happens after your leak is found
Trace and access is what insurers call finding a leak and cutting in to reach it. This site sets out who opens the floor, who puts it back, which firm does the work and what to do if a claim is refused.
Trace and access guidance by situation
Before a floor, wall or ceiling is openedWho makes the opening, what determines its size and what to agree beforehand.
After opening up: who puts it backWho restores the floor or wall, and how tiles that no longer match are treated.
The insurer's contractor or your ownWho chooses the firm, and what changes if you appoint your own.
A claim refused or paid shortWhat was refused, how the Ombudsman has decided similar cases and how to complain.
Leasehold flats under a building policyWhich policy applies, and who can authorise opening up.
Rented and let propertyWho pays for the search, and who can authorise opening up.
From a located leak to a finished floor: five different jobs
Locating the leak and reaching it are the first two of five jobs. Each may be carried out by a different firm.
- Locating the leakADI
Tests from the surface narrow down the position of the leak.
- Opening upThe repairing firm
Quoted with the repair. ADI's quote for locating a leak does not include it. See who cuts, and how much.
- Repairing the pipeADI or a plumber
ADI on request, your insurer's contractor or a firm you appoint.
- DryingA drying firm
The area must dry before it is closed. ADI does not carry out drying.
- Putting it backA builder or tiler
Arranged by your insurer if it accepts the claim, otherwise by you. ADI does not carry out this work. See who puts it back.
What a leak detection company can and cannot advise on
What ADI can confirm
- The position of the leak, as closely as surface testing can establish.
- What ADI's visit and report cover, and where its work ends.
Who decides other matters
- Whether your policy pays: your insurer. ADI cannot decide this.
- What your lease allows in a flat: the managing agent, the firm that runs the building for the freeholder.
- Your rights as a tenant: your landlord first, then Citizens Advice or Shelter.
- Legal questions: a solicitor.
How payment works when ADI locates the leak
You pay ADI
ADI issues its invoice and report
You send both to your insurer
The insurer reimburses you, if the policy allows
Related sites: policy wording, claims, loss adjusters and costs
These four subjects are covered on separate sites published by ADI Leak Detection and are not repeated here.
- Trace and Access CoverFor reading your policy wording
- Leak Insurance ClaimFor preparing a claim
- Loss Adjuster Leak DetectionFor the loss adjuster’s visit
- Leak Detection CostFor the cost of the work
A loss adjuster is the person an insurer appoints to assess a claim.
When to contact ADI Leak Detection
Contact ADI to have a leak located before any opening up, or to confirm what its visit and report cover. The office is open Monday to Friday, 7:30am to 6:30pm.
ADI cannot advise on whether your policy will pay.