Never get assistance

I called auto and general regarding my car which was broken down during the knight and the consultant that was helping me said they can only help me with by towing my car since it was a mechanical problem which is covered inn my premium I said ok and he someone will call regarding directions and never happened I ended up calling another towing company I paid myself. After three days I call them again to found out why they didn't get back to me they gonna find out what happened. Last week I called them again it's almost a year now to find out what happened still they can't tell me why I didn't get assistance , the worry is what if that was a accident . I would have been stranded whereas I had insurance . I'm very disappointed