call centre cant understand what they are saying and they dont know what they doing

Our geyser burst on Saturday I phoned dial direct and was told I was only covered for the call out and one hours labour and that I must get the plumber in to do the repair and then put in a claim with them. I had the job done on sunday and today got a breakdown of their costs, I phoned dial direct and now get told that I was supposed to get somone from dial direct to first assess before I get the job repaired so I am supposed to sit with water running all over my floor until they can get here and assess???? I told them that no one told me this on the phone and that iwas told to get the job repaired and then put in a claim, they then put me onto somone else on the phone and I cannot understand a word he is saying ???? They tell you to phone them not to email then to sort out but when you phone them they keep passing you onto someone else all the time it seems they don't know what to do what a waste of time