Insurance can't pick up my personal details when I had to claim

I got stuck last night and called auto and general 24/7 call centre number and they told me they can't pick up my details. They couldn't pick up my ID number, registration or policy number yet last year I called them to update my car registration number and they were able to pick it up.

You are playing with people's lives, I was stuck at night with my daughter and the insurance that I've been paying for years told me they can't pick my details. I'm a woman in South Africa for heaven sake, if I call my insurance for road assist, I expect you to make the process seamless.

This is definitely the most useless insurance because when it matters, you fail dismally. Please pick up my details so I can claim and leave this insurance.