Dissatisfaction

I singed up for a policy with this company. I then had a problem with my car, fortunately enough the policy has a long distance towing cover. I live in Rustenburg and my car got stuck in Pretoria. I called them to claim but I was charged R943. Which I paid and because I was desperate to go home. I then called them to enquire about my policy, they told me they will investigate. They called me back to ask me a few things and again that they're still investigating. I then received an email with a claim form to fill so that I can be refunded. Which I did, but now they are not following up and I sent an email asking to be updated but no answer. The email was sent to me by Carol, I rep**** to the same email address, but it seems as if she doesn't check her mail as she should.