WHY TAKE HARD EARNED MONEY WHEN YOU DONT DELIVER

As per the agent who sold me this cover, i was to receive assistance regarding any accident involving my car. I had a burst tyre driving from Mpumalanga in the middle of no where... I could not reach Affinity and luckily a tow company that was passing the area spotted me and they brought my car back into Gauteng at a charge of course .This was at night and the next day i called Petro seeking for assistance, they hurried to take my vehicle from my compound, demanding a police report,and documents to be filled in. I was told they would get back to me once the assessor had looked at the damage. A good 3 days after, no courtesy car and stranded i called them to follow up as no word from them,only to find out from the very rude Nelly Khumalo that they will not cover my damage, i would be liable to pay for the towing from my compound, note that i had paid for the tow from the breakdown site. Nelly showed no empathy, no client service, no etiquette, no solution and no training on how to deal with clients at all. Why do you take my hard earned money each month and not assist me with anything when i have a problem. Its 7 days after you took my vehicle and now you demand more money from me??