Disgusting customer service

Appalling service received from the insurance department. Called in at 8.30am to advise that both my toilets are blocked and flooding so we cannot use the toilets. They advised a service provider can only come out after 3pm. I called in 3 times to check if they could assign someone quicker as it's an emergency. I have 2 young kids at home and we cannot use the toilets. Was advised that it's a Sat so they a cannot asisst. For such a big bank, you telling me there's no service provider on their panel that can assist on an emergency??!!. And then when asked if I can use someone privately and claim I was advised it won't be covered in full. Absolute ****!! Will definitely be cancelling and moving to a provider that can actually assist in an emergency. What is the point in having insurance when you cannot be roasted efficiently in an emergency. They are quick to take the premiums but cannot provide the service. Disgusting!!