Very disappointing service!

I called Momentum on the 12/10/2020 requesting a plumber to assist with a blocked drain/toilet and they sent Designer plus who tried to unblock the drain but found that the blockage is too far for their machine to clear and advised me to contact Momentum in order to have it further inspected with a camera so it can be resolved. I then contacted the claims department and spoke with Busi, who told me they would not cover the claim, because they only cover the plumber's call out fee nothing else. Which shocked even the plumber because they have assisted other clients with the same problem without any issues. This part of the building, it is not a part that needs to be replaced. I am very upset and disappointed, I wonder what else they will refuse to assist with.