• £2.5 million paid out by the industry for escape of water claims in the UK every day
• Direct Line Home Insurance launches Emergency Plumber1 proposition, available to Home Plus customers, to tackle uncontrollable leaks within three hours
• industry leader – commitment to a plumber arriving in such a short time frame is a first for the industry
   

Direct Line has launched Emergency Plumber as standard with Direct Line Home Plus. The service will ensure a plumber attends a customer’s property within three hours to address unstoppable leaks, following an incident such as a burst pipe.  The commitment to a plumber arriving in such a short time frame is a first for the industry.   

Escape of water requires a quick remedy as a burst pipe can result in 30 gallons of water escaping in as little as two minutes. During freezing weather spells as many as 3,500 claims have been recorded in a single day for burst pipe damage, costing the average household £7,0002. As a result, £2.5 million in is paid out to customers by UK insurers for escape of water every day2.  Direct Line receives water claims, as a result of leaks and burst pipes throughout the year, not only in the winter months, so access to an emergency plumber will offer year round peace of mind to policyholders.  

Direct Line’s new commitment will see an emergency plumber arrive within three hours to prevent further damage to the customer’s home after a pipe has burst. For water leaks that can be contained by turning off the water supply, Direct Line will still ensure an Emergency Plumber is sent to the property at a time convenient for the householder. 

Morgan Simpson, Direct Line Home Emergency Response Manager, commented: “Water moves fast, but fortunately, so do we. Escape of water is the highest claimed peril by value. A pipe can burst very suddenly, at any time of the year, and every minute counts, so getting a plumber within three hours, will take a lot of hassle out of making a claim. Our market-leading proposition means that we get there fast when you need us and we fix the leak to prevent further damage.” 

Direct Line’s Top Tips for Managing Leaks 
• Find your stop valve (stopcock) – it is almost always on the ground floor and in a room where water will be used
• Turn off the water – it is also a good idea to turn your stop valve once every six months to stop it seizing up
• Damage control – turn off all electricity, place a bucket under the leak, wrap a towel around the leak and turn on some taps around the house to limit pressure
• Document the damage – this will make the claims process easier when you contact your insurer

        ENDS

Notes to Editor

1 Emergency Plumbing Proposition:

Customer must have Home Insurance Plus, which includes Home Emergency, or have purchased Home Emergency as an ‘add on’ in order to be eligible for the cover.
The leak resulting from a burst pipe must be uncontrollable, defined as an escape of water that cannot be contained by the policy holder and is causing further damage to the home and/or causing a health risk and/or the property to be unoccupied.

Excludes Highlands and Islands. Extreme weather conditions may extend response time. Terms and cover limits apply.
2 ABI, 2014 https://www.abi.org.uk/Insurance-and-savings/Products/Home-insurance/Frozen-pipes 

For further information please contact:
Claire Foster
Direct Line 
[email protected]
0165 183 1672

Antonia Green
Citigate Dewe Rogerson
[email protected] 
0207 282 1021

Direct Line
Started in 1985, Direct Line became the first UK insurance company to use the telephone as its main channel of communication. It provides motor, home, travel and pet insurance cover direct to customers by phone or on-line. 
Direct Line general insurance policies are underwritten by U K Insurance Limited, Registered office: The Wharf, Neville Street, Leeds LS1 4AZ. Registered in England No 1179980. U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. 
Direct Line and UK Insurance limited are both part of Direct Line Insurance Group plc.
Customers can find out more about Direct Line products or get a quote by calling 0345 300 7838 or visiting www.directline.com
 

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