Auto and General insurance sucks

A friend who is insured with Auto and General was on his way from Scottburgh to Durban yesterday afternoon. In the vicinity of Isipingo a truck had an accident and he landed in the middle of the traffic jam caused by the recovery of the truck. With nowhere to go he stuck it out for more than 2hrs till eventually the traffic was diverted through Isipingo. Due to all the standing and idling, he made it as far as outside the old racecourse, on the M4 southern freeway in Clairwood, where the car ran out of fuel around 7pm. When he alerted me, I suggested he call his insurer for roadside assistance. All I had was a 5lt plastic water bottle, which the filling stations refused to supply petrol in. I went out to him at 7:45pm,and after 5 calls to Auto and General, apart from the calls to the contractors who had apparently been assigned the recovery job, help FINALLY arrived at midnight. Fortunately the area was well lit, and he had someone who could come out and wait with him. In today's unsafe climate, the story could have unfolded in a very bad way. Surely "roadside assistance" doesn't need to take 5hrs? What's even more is that you pay extra on your premium for an emergency app, which is supposed to connect you with help in an emergency, well it DOES NOT WORK!!!! Disgusting service from a well advertised company.