Very disappointing client service as a loyal client for many years

Very disappointed as a client of dialdirect for many years. My geaser burst resulting in my ceilings being water damage. When i phoned the home assist they sent a plumber out checking and seeing that the geaser is under warranty and they will need to claim from supplier. The plumber that was appointed to replace geaser after receiving pics of damage and report from 1st plumbers assessment came out and did another assessment only to see same result. I waited a week for geaser to be replaced. I had to shower ice cold for nearly a week. I had to keep following up. Dialdirect could have assisted in sorting me as client out but no i had to wait for a week and shower cold. So eventually the plumber came out and replaced it. They also send someone to paint my ceiling where damages were. I asked them what about the drip tray that also needs replacement and plumber had to fit new pipes etc. It seems that when you have a warranty claim dialdirect leave you on your own to deal with things. I am a single mom and rely on my insurance to give me peace of mind when i need to claim. They are not even allowing me to claim from insurance and pay excess for the tray and plumbing to be done. They give homeassist but beware the terms and conditions of benefit. When you try and use that you get told sorry we dont cover that. The painter that was here today really the water damages are still very much visible. Seems like the cheapest way to keep me quiet was used cheap paint etc yet i pay a small fortune every month never missed a payment. I will be looking at another insurer soon that will put me as a clients needs first