Incompence and unprofessionalism - Year End Worst Service

I logged an urgent claim on 31/12/2020 for bath tub. It got rejected on baseless judgement. Only when I made follow ups I am told that the email for rejection was sent. I am now told to embark on another process of proving their judgment wrong while I am already inconvenienced. I have no funds to employ a new plumber to deal with this, hence I am paying monthly. For urgent matters they should have called the client instead of sending email after the client called again for feedback and status of the claim, they have resources to call. Worst service ever in 2020/2021