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Guide
Burst geyser: what to do first, and how the insurance claim works
When your geyser bursts, switch it off at the distribution board, close the water supply, move anything electrical out of the water, take photos, and then call your insurer and a PIRB-registered plumber. Power and water together are the danger, so deal with those two first; the claim goes more smoothly when the insurer can see the damage as it was.
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Step by step, in the first hour
Do these in order:
- Switch the geyser off at the distribution board. If water is running near the board, lights or plugs, switch off the main switch instead.
- Close the water. Use the isolating valve on the geyser’s cold supply if you can reach it safely; otherwise close the main stopcock, usually beside the water meter at the street boundary.
- Move electrical appliances, furniture and valuables out of the water’s way.
- Take photos and a short video of the geyser, the ceiling and everything that got wet, before you clean up.
- Mop up, and put buckets under the drips, so the water does not spread to the next room.
- Report the claim to your insurer or broker.
- Call a PIRB-registered plumber, or the one your insurer appoints. ProSol takes burst-geyser call-outs 24 hours a day on 081 559 2180.
Three questions to ask your insurer
Policies differ, so ask these when you report the claim, before any work starts:
- Does the policy pay for the geyser and its pipes, or only for the damage the water caused?
- What excess applies to this claim?
- Do you appoint the plumber, or may I choose my own?
If you may choose, pick a plumber who is PIRB registered and will issue a certificate of compliance for the new geyser, because that certificate is what the insurer asks to see.
What the assessor checks: SANS 10254
After a burst, the insurer’s assessor checks whether the geyser was installed to SANS 10254, the national standard for fixed electric storage water heaters. A missing drip tray, missing vacuum breakers, a plastic T&P discharge pipe, or a pressure control valve rated higher than the geyser gives the insurer grounds to reject the claim.
The new geyser has to be installed to the same standard, and PIRB requires the plumber to issue a certificate of compliance for it within five working days. In Stellenbosch, Franschhoek and Klapmuts, and in the City of Cape Town towns from Somerset West to Brackenfell, the municipal by-laws also say only a plumber may replace a geyser.
Replace like for like, or move to solar now
A burst geyser is the cheapest moment to switch to a solar geyser or a heat pump, because the roof space is open and the old cylinder is coming out anyway. Ask your insurer whether you may put the like-for-like amount towards the upgrade and pay the difference yourself. We estimate the like-for-like geyser first, then tell you honestly whether solar or a heat pump would pay back on your household.
Signs the next one is coming
Most geysers give warning before they burst:
- Water dripping from the overflow pipe outside, or a drip tray with water standing in it
- A damp patch on the ceiling under the geyser
- Rusty or discoloured hot water, or banging and rumbling while it heats
- A geyser older than about ten years whose anode has never been checked
If you see any of them, have the geyser checked before it fails. A planned replacement means no claim, no excess and no wet ceiling.
Questions people ask
Should I switch off my geyser if it is leaking?
Yes. Switch it off at the distribution board, then close its cold supply. A geyser left on while it leaks keeps filling the ceiling with water, and an element that runs without water around it burns out.
Who do I call first, my insurer or a plumber?
Make the house safe first: power off, water off. Then report the claim to your insurer and ask whether they appoint the plumber. If they let you choose, call a PIRB-registered plumber who will issue a certificate of compliance.
Will insurance pay if my geyser was not installed properly?
It may not. The assessor checks the installation against SANS 10254, and a non-compliant install gives the insurer grounds to reject the claim. That is why every geyser we fit has the drip tray, vacuum breakers and T&P pipe the standard requires.
Who is responsible for a burst geyser?
The owner of the property. The City of Cape Town’s guidance is that owners fix all leaks on their own property, so the claim normally goes on the owner’s household insurance. If you rent, report it to the landlord or agent straight away.
Can a burst geyser be fixed?
Not the tank: a geyser that has burst has a failed cylinder, and a leaking tank cannot be patched, so it is replaced. A leak at a valve or a pipe beside the geyser can be repaired, which is why it is worth having a plumber look before you assume the worst.
How do you know if your geyser is about to burst?
Water standing in the drip tray, a damp patch on the ceiling under the geyser, a constant trickle from the overflow pipe, rusty hot water, or banging while it heats. Kwikot says water in the drip tray rather than at the overflow usually means the tank has failed.
Do you come out at night for a burst geyser?
Yes. ProSol takes burst-geyser call-outs 24 hours a day, seven days a week, across Stellenbosch, Somerset West, Paarl and the Winelands. Call 081 559 2180.
Sources
- MiWay: What to do if your geyser bursts
- Kwikot: Geyser compliance in South Africa
- PIRB: Plumbing certificates of compliance
- Stellenbosch Water Services By-law, 2017 (Provincial Gazette 7807)
- City of Cape Town Water By-law, 2010
- City of Cape Town: How the City manages leaks and burst pipes (PDF)
- Kwikot: The complete electric geyser guide for South Africa
Related
- Geyser repair and replacementBurst or failing geyser in Stellenbosch, Somerset West or Paarl? ProSol repairs and replaces geysers to SANS 10254, with the certificate your insurer asks for.
- Emergency plumbingBurst pipe, burst geyser or a leak you cannot stop in Stellenbosch, Somerset West or Paarl? ProSol takes emergency call-outs 24/7. Call 081 559 2180.
- Geyser overflow pipe drippingA few drips while the geyser heats are normal; a constant trickle is not. Which pipe is which, what each leak means, and why you must never block it.
- How to choose a plumberSix checks before you hire a plumber in Stellenbosch or the Winelands: PIRB registration, a COC, a written estimate, SANS 10254, reviews and after hours.
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What customers say
“During the huge April 2024 storm in Stellenbosch, I phoned Malan at Prosol on Sunday morning. I had thought with so many houses damaged here, it would be nearly impossible to get help at short notice. By 10 am his two men were here.”
“Prosol plumbing is very proffesional, efficient and cares about their ckients. They are very reliable and the staff is very patient and pay attention to detail.”
“Malan & his Prosol team were commented as being very professional and efficient with the geyser install at Consol Shop Stellenbosch.”
Tell us what’s wrong. We’ll tell you what it takes.
Phone for anything urgent, at any hour. Otherwise send a photo and a few words on WhatsApp, and Malan comes back to you with what it needs. Planned work gets a free written estimate before we start.