Esure Home Emergency Cover, is it worthy???

I needed Esure's Home Emergency Cover (my policy: ******82 to prove I'm their member) for a "lock-smith" this morning because I could not shut my garden-facing double-glazed door after I had been trying to replace its lock. It was an emergency because anyone could sneak in my oroperty through that door and burgle it. However I was even more frustrated with Esure's CS when I was passing around, not within their departments but even different companies/Underwiters with different phone numbers, Even worst Esure was passing their customers data bases to these new Underwriters with data in transites since this September. I was one of their "luck-ones" affected in these data transites that they couldn't find my Data Record in their destined Underwriter computers..It took me more than 4-hrs and numerious telephone transfers to reach the RIGHT Underwriter and assign the job.By that time I managed to fix the door's lock myself and sugsequently cancelled that home-emergency request myself!
However I was told by their Underwriter's person that it might take a further 24-hours after the job been assiged for their emergency-enginer to turn up to your property!!! So what is so-called Home Emergency Cover actually means??
I was considering switching to Esure for my car insurance cover this week but now I have definitely gave it up! I might even consider terminating my Esure Home Emergency Cover as well after this extremed unhappy events!!!