No Service

I have tried to log a claim with Bettersure to come and look at a damp issue we are having in our kitchen, basically for them to send out a plumber to do a test or to source where the issue is coming from, for the past month. Twice during the 4 weeks my logged claim has been closed, my husband was told we are not covered for this under our household cover - yet no one has come out to actually see where the issue is. There is no such thing as service. We are being told we are not covered for something which they are not even sure what the issue is, so we are getting shut down before we actually know what the problem is. How is this possible?