Poor service delivery below expectation.

I logged an Emergency claim at around 5pm on 16 Feb 2020 for a probable issue with a geyser and a ceiling that partially started to fall. Aon responded well and gave me quick feedback and said a service provider was appointed and I will be called. I received a call from a lady at Aon saying that they cant get hold of a service provider. I responded by saying this is not in line with what the policy says which I pay for, 24Hr emergency service.

I was told that they will find someone else to come and assist.

It went down as he said and I received the call saying that someone will be at my house by no later than 9pm.

At 8:55pm I sent a "call me back" request on the Europeassist link I received earlier only to be told that the service provider wont be able to make it as there was some traffic incident and no one else is willing to assist and they will come the following day.

This is unacceptable and My question is why do I pay for a 24hr emergency service if I receive this type of mediocre service? Not satisfied at all Aon!