Complaint Review: American water resource

Paid for water line protection, contract States that American Water Resources will repair a main water line break from the meter to the main shut off valve up to 5K, I had a main water line break under the concrete floor going through a concrete load-bearing wall I called awr and told them of my emergency and that I had an elderly 83 year old that lived here and we have no water they sent a very shady company out and the plumbers discussed amongst themself that this is not a job that they wanted to tackle and that they were going to send another plumber out the next day, the next day another plumber showed up and he and I discussed the main water line leaking and his solution was to reroute the main water line instead of trying to tear up the concrete floor and the concrete load-bearing wall which may cause structural damage to the house, I said that would be fine as long as my water line protection will cover it he said it would the next day I called the company that awr contracted and they told me that I would have to pay for it I said no this is covered under my contract it's a main water line leak and he said that he would have to come out and take a look at it for himself he never came out I called their office several times no one would put me through to him he was always out of the office I called awr they said someone would get back with me no one did I had to contract Roto-Rooter, Roto rooters team came out and assess that it was a main water line and to reroute the main water line would be the best way because of several leaks in the main water line. I contacted awr and told them I would like to be reimbursed the 5K for the main water line repair the cost was close to 8 k they told me to submit it then they denied it telling me that it was a service line even though the receipt that I sent them thoroughly says it was a main water line. This water line protection is a scam.