Unacceptable behaviour from Outsurance contractor

I must say I never had problems with Outsurance but the service provider you guys sent to my house yesterdays behaviour was unacceptable. I was at work and my wife and kids was about to leave to a function and the hot water pipe in our kitchen burst, so I called Outsurance and they sent out a plumber, these plumbers refused to work and had attitude. They told my wife that both hot water and cold water pipe needs to be replaced and they will charge me R200 extra separate from the call out fee and labor that Outsurance paid, the hot water pipe burst but cold water was badly corroded. I told my wife to tell them to go ahead and repair both, I'll pay the R200. When they got to their van they realised that they only had one pipe, so since my wife was in a rush, I spoke to the plumber and asked him to use the pipe to repair the hot water for now, let everything run smoothly then they can come back to repair the cold water, he told me that I will have to pay call out fees and labor again for the second pipe and cut the call on me. So I asked to speak to the manager, the manager was just as arrogant and the idiot decided that he will meet the plumber half way with the second pipe, I explained once again that my wife and kids was in a rush. So why doesn't he drive all the way whilst the plumber repairs the hot water, he refused, whilst all this is happening and gone well over an hour, the plumber just sat in his van doing nothing. The third person phoned me and that person now said that they can't get the second pipe cause their suppliers were closed. I explained to him again aswell to fix the hot water, let everything run smooth then they can come back to fix the cold water, he also refused. Now I'm sitting with no hot water in my kitchen. We pay for insurance to have a peace of mind, I will understand if this was a big job were a unique part is needed but a plumber with a big contract like this that doesn't carry basic parts like a Flexi pipe is unacceptable. Let alone this is a R35 part and they are charging me R100 each, they should be able to get the part from any hardware store, can't leave the customers without water over the weekend. This company is so useless that they took so long talking rather than solving the problem. My wife and kids missed the function and they refused to repair the hot water tap for the time being. Further more how does Outsurance send such idiots to a client's home. How do we have our wife's and kids at home thinking they are safe with this type of idiot?