I had a sudden leak in the lounge this afternoorn around 1:40 pm, following a thunderstorm with rain; so I rand the helpline; Katie, a nice lady answered and stated after verification that could I ring once the rain stopped because she could not send anyone due to health & safety issue. so, around 4 pm, once the rain stopped; also warned me that there would be a call out charge of £25., I rang the helpline; a gentleman answered and told him after telling what I told Katie that the rain had stopped and the leak also stopped; he immediately replies that if the leak had stopped how could anyone diagnose the problem! I told him all the watermarks on the wall and cupboard are there including the bucket in which we collected the water with wet towels around. So, I asked him that if I waited for the rain to come to show him the leak, would he not say the same thing that the rain should stop due to health & safety issue! He must be inexperienced and must be from a call centre inadequately trained to take such calls, so he told that he would ring back in a few minutes; I am still waiting for anyone to ring me. When I am suffering with a leaking roof and water coming into the lounge, what sort of ridiculous answers I get and you call this "unhelpful" and "insulting, contradictory helps" as HELPLINE? Can somebody sensible sort my problem out, please, as I have paid for an insurance which should cover me for such problems? Then I found the chat line; after explaining all the above, that idiot told me that she cannot help on this matter and I have to keep ringing that one so called "helpline" which is not a helpline at all, rather "we got your money, go away, you will get nothing from us" type of number; manned/womaned by inexperienced, irritating morons.