Burst Pipe: First Steps, and Insurance Basics

What do you do first when a pipe bursts?

Water is pouring through a ceiling or a wall, and every minute adds to the damage. Stop the water first, and stay safe while you do it.

1. Close the property's main shut-off valve, the stopcock. The City says it is about 1.5 m from your water meter. Turn it clockwise until it stops. Not every property has a working one; if yours does not, call a plumber and say so.
2. Keep clear of plug points, appliances and the distribution board if they are wet or water is near them. Switch the power off at the board only if the board, your approach and the floor you stand on are completely dry. If not, stay clear and call for emergency help.
3. Take photographs of the damage only if it is safe to do so, then request a quote. Keep clear of any sagging or bulging ceiling.

An electrician deals with the electrical installation, and a plumber deals with the pipe. Neither job is the other's, so ask for the help that matches the hazard.

What if the geyser has burst?

A burst geyser has its own order, because the power comes first.

1. If you can reach the distribution board over completely dry floor, switch off the geyser's circuit. If not, stay clear and call for emergency help.
2. Close the stopcock that feeds the geyser, or the main shut-off valve if you cannot reach it.
3. If you cannot reach the geyser, open a few hot taps in the house to ease the pressure. The water may still be very hot, so keep children and pets clear.

Kwikot, as reported by The Citizen on 15 November 2025, gives power first, then water. The dry-floor condition is our added caution. Our page on geyser repair or replacement covers what comes next.

What if sewage is involved?

Keep people and pets away from suspected sewage and avoid contact. Stop using the affected toilet or drain. The City says blocked and overflowing sewers can be dangerous to your health. Our guide on who clears a blocked drain, you or the City shows who to call.

What should you photograph and write down?

Only when it is safe, take photographs and a short video before you clean up. Show the burst section, the water, the damaged walls, ceilings, floors and belongings. Add a wide shot of each room.

Write down when you noticed it, what you did and in what order, and anything you threw away. If a plumber attends, ask for a short written note of what failed and what they did.

Keep every receipt for emergency repairs and drying out. Your policy may ask for them later.

Ask the plumber to leave the failed part with you. Your insurer may want to see it.

Who do you call, and what do you tell them?

For a plumber, request a quote and we call you back. The plumber assesses the job and quotes. Tell us the suburb, which pipe burst or where the water is coming from, and what you've already shut off. If water is still getting in and you can't stop it, say so; an emergency plumber call-out can be priced differently from a booked job, and that page explains how.

If the fault is in the City's supply, such as a main bursting in the street outside, report it to the City. Call 0860 103 089 and follow the prompts, or log it at capetown.gov.za/servicerequests. That is for properties in the City of Cape Town. In Stellenbosch the municipality is Stellenbosch Municipality; for a water fault, call 021 808 8215, or 021 808 8890 after hours.

Ask the plumber to confirm the price before they start. What a plumber costs shows how call-outs and parts are put together. If the water has been running behind a wall or under a floor for a while, leak detection can find where.

What do insurers usually ask for?

Check your policy first. It's the only document that says what is covered, what the excess is, and how soon you must report.

Generally, insurers ask you to report the claim, to show proof of the damage, and to keep records of what you spent stopping it. They may ask for the plumber's report or invoice. Some may want to inspect before repairs are finished, so ask before you replace anything beyond the emergency fix.

We can't say what your insurer will pay or refuse, and we won't guess. Whether a burst pipe or a burst geyser is covered depends on your policy and the cause. Phone your insurer or broker, tell them what happened, and ask what they need from you.

Keep the plumber's paperwork. If a registered plumber did the work, ask for any compliance document that applies.