I called the emergency insurance line on behalf of my mum who is in the high vulnerable COVID category. She has a water leak in her house and her ceiling was bowed when she woke. It took 3 different phone numbers, with 2 lines disconnecting during this process. When I eventually did get to spoke to someone they told me unless I could tell them the exact position of the leek they could not help. (I live over an hour away and I am also not a professional plumber so this would be quite difficult to do. The water was coming from the ceiling where the boiler and two bathrooms are situated. They wanted to know which one!) They could also not book an emergency appointment due to data protection. I asked to speak to their line manager, to get this emergency support for my mum. I am still waiting for this call at 9.05 am. The call I made was 7.48 am. Mum tried and failed to contact all three numbers. She could not get through without being cut off. Hurrah for British Gas - I called them, explained to them the situation and they are going Mums immediately. This policy is being cancelled. Extremely poor service and response to is an emergency situation for all, let alone a highly vulnerable, recently widowed 74 year old. Disgusted.