Extremely Poor Service

Apparently SANTAMs 24-hour household assist line has been contracted out to Europe Assistance. I logged an urgent call regarding a pipe burst. I received a reference number but no further communication. I attempted to call several times. - Eventually the call was answered 4 hours after the claim was logged, only to be informed that there was no plumber available to assist, which I find very hard to believe. There had been absolutely no communication informing us that a plumber was not available.