Promise not kept

I recently took out cover for my car with Auto & Gen as I was previously covered with them. My 1st installment went off on the 25th May 2022. Unfortunately my wife had an incident where she locked the car keys inside the car and we called Auto&Gen as I was under the impression my policy is active as my debit order has gone off. The issue here is not whether I was covered or not at the time of the incident, my issue is when I called in I was told that my policy does NOT exist and I am not on record, the only records they could pick under my name was for my previous policy where I had my Golf insured. I explained the whole story to the lady I was talking to on the phone and she promised she would call me back as she took my number down and until this point I am waiting for her to call me back. We waited over 2 hours for someone to call us back to advise if she could help us or not and that is all we wanted to know. She had promised to call us back and did not keep to her promise which makes me wonder if this is the same thing I will be going through in an event where I really need to claim. We were however able to get assistance from out tracking company that offers locksmith services.