Hot water gushing out of the kitchen tap

I called outsurance and explained what was happening. The call centre agent first told me what I was describing sounds like a maintenance issue which is not covered by the insurance as it is not an emergency. He then stopped himself mid sentense and asked me to allow him to come Sultan with his manager. He then called me back and asked whether the water was gushing or dripping, I confirmed that the water was gushing out. He then confirmed that it was an emergency and that he would dispatch a service provider. He then kept in touch with me to ensure that the service provider had arrived. The service provider arrived in the communicated timeframe and the issue was resolved in less than an hour from time of arrival. Happy customer. Happy that the call centre agents consult their managers when in doubt.