NO ASSISTANCE vs EUROP ASSISTANCE

Contacted SANTAM SOS-line (aka EUROP ASSIST) with a leaking geyser on 08 Dec 23. Promptly assisted, and informed that a service provider will contact me shortly for details. Next day, no progress made at all. Tried unsuccessfully to contact the service provider on all numbers available on web, social-media and planet earth. Eventually contacted the call-desk again. Neither they nor I could reach the service provider. I requested another provider, was advised to use my own provider and then claim back. Whats the point of their service then? I contacted my broker directly, and proceeded to source my own assistance. Eleven days later, 19 Dec 23, EUROP-ASSIST contacts me to inquire whether I still require assistance with my burst geyser as the original call for assistance was still active? Once again, the caller confirmed that the provider they appointed confirmed minutes earlier that they can't assist me. My question now remains, what is the point of the SANTAM agreement with EUROP-ASSIST if the company can't assist me? SANTAM will do well to re-consider this collab.