Outsurance Help@out service is a ****

I just moved my building insurance to Outsurance in July. They explained to me about Help@out but did not mention it was only twice a year. On 2 August, I had a problem with my toilet and drain, which started flooding, I called Outsurance to use the Help@out facility. The plumber or so called plumber came through at 9:59am and left at 10:18. 19 mins and said it was all clear and fixed. He didnt actually do anything. Over the next week the drains were making this loud gurgling noise which was not there prior to the 2nd. On 8 Aug, we noticed the entire back yard flooded with sewage water. The same drain and area the plumber claimed to have fixed and left. I called Outsurance again and explained to them what had happened on the 2nd and 8th, they then tell me they have to register another claim and that I am allowed only 2 call outs per year. How is Outsurance vetting their service providers? Who are the ****mers here, Outsurance for providing a useless service provider in the beginning which leads to another claim or the service provider claiming to be a plumber? The plumbers that came out on the 8th did a proper job with no issues to date. My premium is annual, it is paid up until next year, my wife is so annoyed with Outsurance, she is now looking for another company. I have cars, content, building and pet insurance with Outsurance, if this is the service they provide then I am certain I will receive better service elsewhere.