What should I do if I notice a water leak in the ceiling, or a broken pipe?
That only happens to other people! There has been a flood in your apartment and there’s water everywhere. Rest assured, here's what to do to be covered. This list is available for information purposes, always refer to the terms and conditions of your policy.
In what situations are you covered?
You come home from work and you are dumbstruck to find your bathroom flooded. It looks like the shower hose has perished.
Rest assured, if you have taken out an OptiHome home insurance policy (Active or Privilege Package), you are covered for damage caused by:
- Water leaks
- Broken pipes
- Seepage
What to do first
Here are the steps to follow after the damage is discovered:
Step 1: Shut off the water
- Close the water supply tap if the leak is coming from within your home, if not, contact your neighbour, the building trustees or the person appointed by the building trustees
- Close the main water inlet valve connected to the meter if the leak is near an electrical system
Step 2: Limit the damage
- Protect your property (furniture, household appliances, multimedia, carpets, etc.)
- Drain out the water and clean, then air, ventilate and allow damaged items to dry
Step 3: Find the leak
- What if the repair person (plumber) cannot find the origin of the leak? Contact a company specialising in leak detection:
ARBEX 85, rue de Luxembourg L-8440 Steinfort Tel: 20 40 50 60 http://www.arbex.lu/
EX & CO 61, route d’Arlon L-8009 Strassen Tel: 25 48 01 1 http://www.ex-co.com/
Locafuites 64, Grand-Rue L-6630 Wasserbillig Tel: 26 74 00 53 https://www.locafuites.lu/
Step 4: Carry out repairs
- Only go ahead with repairs to the source of the leak.
- Submit a detailed quote for the repair of damage caused by water and which must be subject to prior agreement from the insurance company (e.g. upholstery, wood flooring, etc.)
- Keep damaged items until the case is settled
Putting together your compensation file
Here are the steps to follow for you to be compensated:
Step 1: Complete the claim form that you will find on your MyAXA portal or on our website: https://www.axa.lu/fr/insurance-home. Specify the circumstances of the claim and the nature of the damage.
Step 2: Attach photos of your damaged items to your declaration (close-up and overall views)
Step 3: Attach the leak search report (if applicable)
Step 4: Make a list of damaged real estate (walls, ceilings, floor coverings, etc.) and damaged items (furniture, household appliances, etc.)
Step 5: Provide documents proving the value of these items (purchase invoices, sales receipts, guarantee certificates, etc.)
Step 6: Attach a detailed quote for the repair of property damage or contact us if you want advice on choosing a service provider or if you want to do the work yourself.
