OUTsurance incompetence!

Very disappointing engagement. Friday 15 December we discovered a water leak under our paving, I called OUTsurance to report the fault and was given a claim number ***/ told they have to send someone out to check it - they did send someone out an hour later to tell me "you have a leak" - really? I was told a leak detection person will visit and pinpoint the location of the leak. However the leak people are not available - because it is a holiday....., and can only come out thew following week. ( Really? -this is an emergency) The Leak person arrived on Monday morning and marked the location of the leak - and promptly left - he has to write a report and submit it before OUTsurance will authorise the repair,......., the report didn't come out until Wednesday - which told me what I already knew - ( we had a leak) I couldn't wait any longer - it had been almost a week already. I then engaged with a local professional - 2 hours later the problem was solved. I called the OUTsurance leak people - they confirmed they are closed over holiday and weekend - HOWEVER they have emergency teams that fix these sort of issues 24/7 - How did Outsurance no know this and tell their clients the vendors are closed? This was an emergency. I am left wondering if I should continue my policies - if this is the level of service I can expect with a claim. (first claim in many years)