What should you not say when making an insurance claim?
Never lie, exaggerate or hide anything, as that is fraud and voids your cover; the point is to stick to facts you actually know. Avoid guessing at the cause, admitting to neglect or maintenance failings you are not sure of, or downplaying the damage on the spot. Report accurately and honestly, and let professional evidence such as a plumber's report speak to what caused the leak.
Start from the non-negotiable rule: honesty. Deliberately lying, inflating a claim or concealing relevant facts is insurance fraud, and it can void your policy entirely and be a criminal matter. Nothing in this answer is about hiding the truth. It is about not volunteering guesses and opinions that you cannot back up and that may be recorded as fact.
The most common mistake is speculating about the cause. If you say off the cuff that the pipe had probably been dripping for months, or that you had been meaning to fix it, you may hand the insurer a reason to argue gradual damage or lack of maintenance, both of which are often excluded. Stick to what you actually observed: when you found it, what you saw, and what you did. If you do not know the cause, say so and let a plumber establish it.
Equally, do not downplay the damage to seem easygoing. People often say it is 'not too bad' while still in shock, then discover far more damage once floors are lifted. Describe what you can see accurately and make clear that the full extent is still being assessed, rather than putting a reassuring but inaccurate figure or description on record early.
Be careful with admissions of neglect you are not sure about. Do not accept blame for missed maintenance you cannot actually confirm, and do not agree with a leading question just to move the call along. If an adjuster suggests the damage looks long-standing and you do not know that to be true, it is fair to say you are not certain and that you would like the cause professionally assessed.
The honest, effective approach is to report facts, keep evidence, and get professional documentation of the cause and extent. If you are worried about being caught out or talked down on a call, you can appoint your own loss assessor to handle communications, or simply confirm the key points in writing so there is a clear, accurate record.
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This is general information about UK home insurance claims, not financial or policy-specific advice. Always check your own policy wording.