Won't Install a Smart Meter as it's too high!

My current meters are only about 8ft (see photo) from the ground and bulb will not install a smart meter saying “This is because our engineers are not insured at the moment for meters that high, as it is a safety precaution”. Is this serious? Now going to be charged £30 because they were unable to install the meter as the person who came said they needed a taller ladder and bulb said they won’t send another engineer out.