Roadside assistance denied upon request

My vehicle was ****** and recovered. It was then inpounded. However when it was recovered it was not drivable. I requested Anderson Roadside Assist to help me tow my vehicle out of the police pound and they refused to do so. I therefore organised towing myself at a cost in addition to the premiums that I pay to anderson to cover me in such instances. After enquiring with them they acknowledged that they were supposed to assist me and I should not be the one incurring towing fees because I pay premiums every month. I asked them over a month ago to cover the relevant towing fees and they have not gotten back to me. I have dealt with their quality control supervisor (MphoLekgothoane), Charles Maduna (Supervisor) to escalate this matter but there has been no resolution a month later. I keep sending emails and making calls but my matter is being ignored. PLEASE ASSIST ME.