So I was contacted 10 days ago by lovely lady called Samantha who undertook to resolve the situation. She did indeed come back to me to agree with me that the call centre agent should have explained what they don't cover from the beginning to avoid confusion. She then suggested that perhaps if I forward the invoice to her, she would request very nicely (advocate on my behalf) for the invoice to be paid by insurance. When I explained that my plumber had found a small log from recent tree felling was the cause of the blocked and not roots and mud as found by their plumber, it didn't seem to make a different to her stance. She just wanted my complaint recorded as resolved, to which I agreed. However 12 days later I am still waiting for her email address to be forwarded to me so I can submit the bill. So now I ask why send someone without the correct equipment in the first place, as now I have at my own expense discovered something that should be covered by insurance.
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