My repair has been rejected due to “Trace and Access” requirements?

In some cases, a repair may be rejected when the issue requires “Trace and Access” procedures. “Trace and Access” refers to the process of locating and accessing hidden or concealed parts of the plumbing system, such as pipes or leaks, which may involve additional specialised services. Unfortunately, this type of service is not covered by your policy.

For instance, if there is a leak under the floor, it may be necessary to engage a leak detection team to identify the precise location of the leak and take the necessary steps to isolate it. As this falls under the “Trace and Access” category, the associated costs for this service would not be covered by your policy.

When such situations arise, our engineers will inform you of the need for “Trace and Access”.

Once you have had the Trace and Access completed, you can contact us here to let us know and we will send our engineer back to you to complete your repair.