Bed service

Was told that have to do a claim over the phone. Last week Wednesday. Become when they have to use equipment like jet machine. You need to do it through claims. Again they send someone withe a plunger to help me. Where I stated i need help with a jet machine. This was after 8 this moning its now almost one in the afternoon have no feed back. The toilet stuff is in my shower. Where all going to get sick from not geting propper help the first time. There shows that there is a option that can pay exstra. Why can i not use this opstion too.