Quick answer: When a geyser leaks or bursts, the body corporate, owner, managing agent and broker should clarify the policy process, excess, repair responsibility and documents required for the claim.
What to do first
- Stop the water if safe to do so.
- Prevent further damage by moving items and arranging urgent mitigation.
- Take photos before repairs where possible.
- Notify the managing agent, trustees or broker according to the scheme’s process.
Documents usually needed
- Photos of the damaged geyser, ceiling, walls, cupboards or flooring.
- Plumber report or invoice showing the cause and repair work.
- Replacement invoice if the geyser is replaced.
- Damage repair quotations or invoices.
- Owner details and unit number.
Common causes of delays
- No photos before repairs.
- The cause of damage is unclear.
- The invoice does not separate geyser replacement from additional plumbing work.
- The policy excess or owner responsibility was not explained upfront.
- The claim is submitted late or without the required supporting information.
Excess and owner communication
- The policy schedule should be checked to see what excess applies.
- Trustees should communicate the excess process consistently.
- If a scheme has many geyser claims, the insurer may impose a higher excess or request maintenance actions.
Reducing future geyser claims
- Encourage regular inspection of older geysers.
- Check drip trays, overflow pipes and pressure valves.
- Make sure owners know who to contact after hours.
- Keep a record of repeated failures in the same block or stack.
This page is general information for trustees and managing agents. It is not legal advice and does not replace the policy wording, scheme rules or professional advice for a specific claim or renewal.
Frequently asked questions
Is every geyser problem covered?
Not necessarily. Cover depends on the policy wording, cause of damage, maintenance history and excess terms.
Who appoints the plumber?
This depends on the scheme process and insurer requirements. Some schemes have approved plumbers; others allow owners to arrange emergency assistance and submit documents.
Can repeated geyser claims affect renewal?
Yes. Repeated water damage or geyser claims can affect the premium, excesses or conditions at renewal.