Service delivery? What service....

i have never been so frustrated with an insurance company that you pay additional for more service and then you are left to sort out the claim by yourself. There was water coming through my ceiling last night. i called the insurer as per normal. the plumber cut off water supply to house and left. this morning i have been calling non stop to have at least a toilet thats working. over and above that i have electricity tripping because of water and my fridge and freezer is off. i have propbably called discovery at least 10 times this morning and emailed them with no joy. why pay insurance if they refuse to assist you when you are claiming ?