Worst insuarance and service experience ever!!!!!

Called to report burst gyser on top of my ceiling and 5 hours later I'm still waiting for help despite calling several times to follow up, and was told I need to pay plumber call out fees which might be paid back to me only after their evaluation. I'm still waiting. Your customer service is terrible just to say the least, service is non existent as you haven't done anything for me five hours after claim. Pathetic!