24 hours is supposed to mean all day and night!

Our pipe burst at 4am. I call MiWay 24 hour emergency assist line. The guy who was obviously half asleep says we'll get someone in an hour. After an hour noone had come through and noone had called. I called back only to be told that they cant find anyone yet to come through as it was too early. SO WHATS THE POINT OF A 24 HOUR EMERGENCY if they dont actually operate all day and night? Up till now (8 am) there's still no message and no communication. My house would be flooded by now seriously. So I went with the other insurance company who attended to us after 20 minutes!