Home emergency cover taken out for elderly mother-disaster!

I live over a 100 miles away from my elderly mother who lives by herself. She has Osteoporosis and a heart condition.I took out home emergency cover for her with more than.We visited to take her out and discovered the loo was not flushing but was continually filling with water. We rang more than, who initially stated it was a maintenance issue and not covered under the home emergency add on. I explained the situation re her living by herself and that was why the cover was taken out. The employee agreed that under the circumstances with my mothers age and health ( she expected my mother to carry buckets of water upstairs to flush the toilet!) she would send someone out. A plumber arrived took a photo and said it would have to get approval as it would cost more than £10.00. We argued the case that she had emergency cover up to the value of £1000,as per policy document, but no it had to go for approval. We rang customer service again as we fully expected the job to have been done. They stated that this was the case and we would have to wait for approval. We questioned the fact that the policy was for emergency cover and had 24 hour call out.They gave us the number to ring their sub contractor direct C.E.T.We spoke to a supervisor that stated the parts needed had to be approved and they could not get hold of them straight away, even though my husband worked in the building trade and informed them of universal,parts that could be purchased from B and Q! After much discussion and several rants, the supervisor offered two nights hotel accommodation for my mother. Obviously at 84 years old she wouldn't take this offer up but stayed with a relative over night and we were told that someone would ring on the following day to state when they would call to fix the problem. I also requested a call from the management team to explain to me how they expect elderly customers to cope under these circumstances. No one rang me or my mother. We rang again some 2 hours after they should have rung to deal with the matter to be told the claim was in a queue waiting for approval. Which should be in the next 24 hours.
I can only assume that each member of staff has a list of excuses for their customers and do not record their dealings.
We are still awaiting our call, not sure whether we will get one!
We may have to travel another 200 mile trip to sort the problem out ourselves which would take approximately 1-2 hours to repair and cost approximately £25 in total for the part. I'm sure the company pay out more than that to send out a plumber to take a photograph!,