Left stranded by insurance

On the 2nd August 2020. I got a break down with my white polo which is insured under affinity. When I called to say I am stuck I the middle of know where on the n6 they said they can't find me on their system and left me stranded on the side of the road to make my own way back 4hours to where I was from. I paid people from my pock R2800 and plus R1600 for petrol. They now been giving me the run around and fail to get back to me. I want my refund.