No service

#outsurance we placed a call out on the 31st of December for a blocked drain, to our surprise the plumber said he can only come on the 1st of January . The plumber came struggled to unblock the drain and mentioned that we need to replace the pipes because the pipes seem to be broken. To date nothing has happened and our yard is flooded. We have been calling outsurance and speaking to different people that can’t seem to assist. They haven’t opened a claim or even sent out the plumber to do a report or some sort of quote . We understand drains are not covered but we are told this is a pipe problem , so since Thursday we can’t seem to use two of our bathrooms and our kids cannot even play outside . Is this the awesome service we were promised ? Should we fix it ourselves and forget about insurance ?