Reviewed · TitanDC
The first hour
Damage from a burst geyser gets worse by the minute, and an insurer expects you to take reasonable steps to limit it. Do these in order.
- Close the water stopcock, or the valve on the geyser if you can reach it safely
- Switch the geyser off at the distribution board — a geyser without water can be damaged further and is a fire risk
- Move what you can out of the water: electronics, documents, furniture, carpets
- Photograph everything before you move or clean anything
- Call your insurer or adviser and get a claim number before arranging any repair
Why you must not simply call your own plumber
Almost every household policy makes the insurer’s authorisation a condition of the geyser claim, and most insurers run panels of approved plumbers. Appointing your own and presenting the invoice afterwards is the single most common reason a legitimate claim ends in a dispute.
- Get an authorisation or claim number first, in writing if possible
- Use the insurer’s appointed plumber unless they agree otherwise
- Keep the old geyser if you can — assessors sometimes want to see it
- Emergency measures to stop further damage are expected and are different from repairs — do those immediately
What is usually covered, and what is usually not
The distinction that matters is between the geyser itself, the damage the water caused, and wear. Policies differ, so treat this as the shape of the answer rather than the answer for your policy.
- Usually covered: the burst geyser, and the resulting water damage to the building and contents
- Usually covered: the plumber, the new geyser, and making good where the work was done
- Often limited: the excess is frequently higher for geyser claims than for other household claims
- Usually not covered: gradual leaks, rust, corrosion and general wear
- Usually not covered: a geyser that failed because it was never maintained, or was installed without the required compliance certificate
In a sectional title scheme, ask who owns the geyser
In a flat or a townhouse the answer is rarely obvious, and it decides which policy responds. The scheme’s building policy and the owner’s own policy cover different things, and the split comes from the sectional plan and the scheme’s rules.
- A geyser serving one section is often that owner’s responsibility
- Damage to the building itself may fall to the body corporate’s policy
- Damage to your contents is almost always yours
- Tell the managing agent as well as your insurer — both claims may need to run
- Establish the split in writing before it happens, not while the ceiling is wet
What to have ready when you call
Having these to hand shortens the call and the claim.
- Your policy number and the address
- When you noticed it, and what you did first
- Photographs and, if possible, a short video
- A list of damaged items, with approximate ages and values
- Whether the property is a house, a flat or part of a scheme
- Access details — when someone can get in to assess and repair
Common questions
Does household insurance cover a burst geyser?+
Most household buildings policies cover the geyser bursting and the water damage that follows, subject to the excess and to the policy’s conditions. Gradual leaks, rust and wear are usually excluded, and geyser claims frequently carry a higher excess than other household claims.
Can I use my own plumber?+
Usually not without the insurer’s agreement. Most policies require authorisation before repairs and many insurers appoint plumbers from their own panel. Arranging your own repair first is the most common cause of a disputed geyser claim.
What if the ceiling collapses before the assessor arrives?+
You are expected to take reasonable steps to prevent further damage, and doing so does not prejudice the claim. Photograph the position first, take emergency measures, keep the damaged material where practical, and tell the insurer what you did and why.
Who pays in a sectional title scheme?+
It depends on the sectional plan and the scheme rules. Commonly, a geyser serving one section is the owner’s responsibility while resulting damage to the building may fall to the body corporate’s policy, and contents are always the owner’s. Report it to both your insurer and the managing agent.
Will a geyser claim increase my premium?+
It may affect your renewal terms, as any claim can. That is a question for your adviser against your own claims history — and it is rarely a reason not to claim for damage that runs into tens of thousands of rand.
Sources
This page cites the legislation and regulators it relies on, so you can check it.
General information about household insurance claims in South Africa, not advice. What your policy covers, the excess and the conditions that apply depend on the wording. TitanDC is an authorised financial services provider, FSP 8972.