Service Line Warranties of America review: no response from company 1

my contract became active April 10, 2012. Contacted company end of july or early august concerning backup of sewer line in basement. Company sent Wilson Plumbing out and they saw the backup happening first hand. Was told by plumbing company there is a problem. They informed me they would get in touch with company and let them know what they found. I waited a week or so before contacting SLWA, as i have an active claim number. SINCE then have spoken to two company reps and was told they would get back to me-i have not heard from them yet. One company rep tried to diagnose problem over phone. I am aware i have coverage for sewer line extending from outside the home to the street, this is why i signed up with the company in case of a problem with that section of line. I had a plumber come out before contacting SLWA and although (he) wasn't certain of the problem(he only ran a plumber's snake out to the street) his professional opinion was that possiblly the outside line might be metal and no longer in tact-but again without seeing it he was only guessing). Im getting sewage in my basement, as well as rusty sediment at times. If there is a problem with the outside line i would like it fixed per my contract with SLWA. But so far they seem to not want to either contact me back or live up to the terms of the contract. i ALSO FEEL ihave been very patient and respectful to those I have been dealing with but I do not believe in paying for something and not getting what I'm paying for.