Appalling service and response time

My vehicle‘s back passenger tyre burst on the R27 on Sunday (25/08) at about 1pm. I immediately contacted Oakhurst Insurance to report this and to request roadside assistance. Due to the fact that it was after hours, I was transferred to the after-hours emergency roadside assist line, AA. I spent the next 15 - 20 minutes regurgitating policy information that I feel that they should have had considering that they are Oakhurst’s out-of-office emergency contact. Bear in mind that I am 7 months pregnant and I was on the side of quite a dangerous road. What is the point of having a tracking device and paying insurance only to explain the entire contractual basis of my contract as well as exact details of where I was when I’m in the middle of nowhere with limited signal. This is all major safety factors and all I kept thinking was thank god that I’m not alone and that it was broad daylight - because imagine it wasn’t. During the conversation with AA I specifically requested a flat bed tow truck as my car is extremely low and I have enough experience to know that a conventional tow truck would not work. At about 2pm I received an sms that stated that a tow truck has just been despatched from Coasts**** Towing Pty Ltd. The tow truck arrived at about 3pm (a whole hour later even though Vredenburg was about 20 minutes away from where I was on the R27). It wasn’t a flat bed as I had requested, but a conventional tow truck. Ferdinand Abrahams (the driver) attempted to attach my vehicle for the next 15 minutes. It was unsuccessful as my car was too low, and even lower with the punctured back tyre. I then contacted the tow truck company and - again - requested a flat bed tow truck. The tow truck company reported that they would send out another tow truck - still disregarding my request for a flat bed truck. I then contacted AA - Zahir - and had a few words with him and requested a flat bed truck for the third time. He contacted the towing company and they reported that their flat bed truck was in use in Cape Town and they will be sending out a flat bed trailer. They assured him and me that this would work. At 3:45pm the flat bed trailer arrived with another driver. Still not what I requested but they assured me that my car would be able to be transported safely this way. They attempted to put my car on the trailer via the ramp and my car got stuck a few times and snagged due to it being so low and the tow truck not being the appropriate mode of transportation. At one point, my bumper clips came out and the bumper was detached. They clipped it back in. After about 15 minutes of struggling to get my car on to the trailer, we were successful and made our way to Cape Town. My husband drove with Ferdinand and I was driven behind them by my father. When we arrived in Cape Town, we struggled for about 30 minutes - 45 minutes to get my vehicle off the trailer. By the time my vehicle was off and in the road outside my home, the entire bumper was loose, and upon closer observation, the bumper clips were broken.

I have been waiting since Monday (26/08) for a response from AA regarding my vehicle. I have been promised on numerous occasions by my insurance company that AA will be in contact with me and that they just have a 48 hour turnaround time for queries. Firstly, this isn’t a query - it’s an emergency as I have no been without a vehicle for an entire week as I cannot drive a car where the bumper continually comes loose when I drive. Secondly, it is now 144 hours later, and I have still not received a response with regards to who is liable for paying the damage that was done to my vehicle while it was being towed. Oakhurst Insurance, AA and Coasts**** Towing - get your act together and come to the party. I am appalled at your terrible service.