I have a water leak in a pipe a plumber came out and told me he will need to give Outsurance a quotation this was approximately 09

I have a water leak in a pipe a plumber came out and told me he will need to give Outsurance a quotation this was approximately 09.30 this morning i received no feedback from Outsurance i called them 3 times they were not very helpful they rep**** that maybe the plumber had to do an Emergency service so what I'm trying to say this is the second day i have being without water so my problem is not an emergency?