No Home Assist Service Provided

When signing up with Budget Insurance, I was promised free Home Assist. I called the emergency Home Assist line to report that my toilet was not working and I requested a plumber be sent out. I was immediately told that Budget Home Assist cannot help me as they dont cover maintenance issues. I questioned as to how they knew it is a maintenance issue. Their response was to ask me to diagnose the problem. I explained I do not have any plumbing knowledge and therefore dont know if it's a blocked toilet, leaking pipe or wear and tear hence my request for a plumber. However I was denied this service and told I can get my own plumber to see what the problem is.