Disgustful service

I phoned in this morning to absolute horrid service. I phoned because i was out of petrol. The road assistance people told me that because the car is at home safe then it is not considered an emergency and therefore i will be liable for the all the costs thereof. I asked the lady to transfer me back to Aon so that they can unpack the definition "emergency" for me. After being transferred, the guy on the other line told me that he couldnt hear me, granted. But the fact that he has all my contact details and didnt even phone me back out of concern of a customer. Nobody phones their insurer if it isnt an emergency. The reason i needed to understand "emergency" better is cause i was from the petrol station, driving with a 7month old baby in the car. When i got to the petrol station, there was load shedding and their generator wasnt working. I had 2 options, to either drive back home or drive to another petrol station. I had petrol to make one trip. Being a woman in South Africa, driving with a 7 month old in the car, do you think i would take my chances and drive to another petrol station??! I obviously had to drive back home where safety is guaranteed cause me driving to another petrol station and getting stuck and waiting for you guys to come assist doesnt guarantee my safety and the safety of my baby. So the best solution for me and my baby in a country where even ********* can pose as police people, uniform and all, was to drive back home. But now being at home also means i cant drive my car anywhere cause i dont have petrol. So now my question is, how do we define emergency?! You guys can guarantee that you can fill up my tank anywhere but at home, but who guarantees my safety? How do we then define an emergency? You guys can honestly do better. Your employees can also do better. The guy that couldnt hear me could have been my last contact to safety but even he himself cant guarantee me that. So then what Aon?!