Claims contact numbers

• For Household claims, please call 0870 241 2719.

Calls to 0870 numbers will cost no more than a call to an 01 or 02 number in the UK. Calls from mobile phones may cost more.

Why do water pipes burst?

• When water freezes, it expands and can cause damage to the pipes.
• Wear and tear can make a burst more likely to happen.  

How to avoid burst pipes

You can take some relatively simple precautionary steps*.

• In cold periods, ensure the central heating system remains at a constant temperature at a level above which freezing would not normally occur.  
• Lag pipes.
• Insulate susceptible areas.

Do a few simple checks

• Check plumbing joints and pipes for any signs of freezing.  If you spot any damage to the pipes call a plumber.
• Find out where the main stopcock for your home is - this may help reduce the amount of damage in an emergency. Test it to make sure it can be turned off easily in an emergency. 

The main stopcock is often where the supply pipe enters your home.  In most instances this is under your kitchen sink or in your bathroom.  

What you should DO if a water pipe freezes

DO

• Turn off the stop cock to cut the water supply and use a gentle heat source, such as a hot water bottle, to the internal stop tap until the pipe thaws. 

DO NOT

• Use an open flame or boiling water to thaw them. 

What to do if you do have a burst pipe

• Act immediately. The sooner you can stop the water escaping, the more you reduce the risk of further damage.
• Turn off the water supply at the main stopcock. 

• Turn off the stop-cock in your cold water tank (usually found in the loft).

• Switch off the central heating system and any other water heating installations to avoid further damage.
• If you can, find the source of the burst.
  • If it is the cold water tank, empty it by running all the cold taps and flushing all toilets a number of times.
  • You should also drain the hot water system. First turn off the boiler and immersion heater if you have one then turn off the cold feed pipe to the cylinder and run all the hot water taps to empty the pipes of water.

• Call a plumber and an electrician.

• Take a photograph of all damaged items and make a list.
• Call the Groupama Household claims team on 0870 241 2719.

DO NOT TOUCH ANYTHING ELECTRICAL - call an electrician

What to expect when you make a claim

We will give you advice on how to proceed. If the damage is substantial we will instruct one of our Loss Adjusters to manage your claim and advise you on the best course of action.

How will I know when my property is dry?

The loss adjuster will instruct a professional restoration company. Once your house is dry a Certificate of Dryness is usually issued. Personal items may either be replaced or restored depending on the level of damage and subject to the terms and conditions of your policy.

* These measures will not guarantee that you do not suffer a burst pipe but may reduce the likelihood of it happening.