bad service

it was with great disappintmnet that i had to exprience this with auto and general, they have been good so far, but not yesterday, when i called and was told they will tow the vehicles to durban in the morning, then soemone phoned the tow truck guy and told him they cant do that, also i didnt have a place to stay as i wasnt in durban, no one from auto and general called me to see if i was ok or anything, they just told the tow truck driver to take it to the yard and thats it, what am i paying for if cannot be assist, i asked if they have transport or a room and was rudely told no, if i was in an accident then what, i was in an unfimilar area, no 1 i knew or anything, is this the way you treat loyal cleints, i need an answer otherwise i will take this further, the toe truck driver mentoned i have exchusted some function or sominthing, you are too quick to increase preuim but cannot privide serive, ref ***