Home assist is worthless as a value added service

I have a plumbing issue my toilet is not flushing, but Home assist will not cover yet they did this previously. I have explained to the Team Leader Isaac that I did get assistance previously, and he said he can't assist me, and I was then transferred to Claims, I spoke to Richard and he said that I should be covered for a call out and an hours labour and parts will be for my cost and I was transferred back to Home assist. I spoke to Charity and she said they cannot assist me because the my call does not fit the criteria. I also quoted a reference number for my previous claim to her in January 2017 which was handled by another Team Leader. Very, very dissatisfied customer.