Not doing their part but I need to

I called to start a claim on 10/07/2025 as I had a water leak. After my call I did not receive a ref number or any info of the contractor they have assigned to come out to my property. I was also promised by the CLC team that a contractor will be at my property the next morning at 09h00. The next morning still no ref number and no contractors details and no contractor to fix my water leak at 09h00. I had to constantly call for info and their contractor failed to pitch up as promised. So I was back to square one with no contractor on the way to my property at 12h00 on a Friday 11/07/2025. The contractor they tried to reassign could only assist on Monday. After I did all the calling and updating and admin work I got n plumber I sourced (the very same plumber I told them to use from the very first call). With huge frustration and time wasting and a hell of alot of airtime wasted and time lost at work I got someone to assist. On Monday I was expecting CLC management to give me a call but this was high expectations. I had to request management to give me a call so I can express my frustration. Obviously the only answer i got was 'I'm sorry I understand your frustration'. Now this part does not sit well with me. I pay my part every month and if I don't im not covered and CLC will report me as n bad payer. My question os what happens when they slip up? They still expect me to pay their excess even after their very poor performance. They could not help me when I was in need. How can I be sure this won't happen again. But they expect me to pay every month and do my part when they can't do their part. Reading the reviews si hope the payout process will run smoothly so that the Awesome plumber I sourced will get paid promptly!