Roadside assistance

I hit something on the road just before midnight on 12 December and I realized I had a flat tire. I pulled off the road and called my Insurer for roadside assistance. I was told by the roadside assistance operator not to drive any further as there could be unseen damages. I gave the operator the exact street name, number and business name I was at from the company's sign on their wall and I was then requested to send my exact pin location, which I did. I was then told an emergency vehicle will be dispatched and will contact me. My friend arrived shortly after that to wait with me for the emergency service to arrive and assist me. He had to call Europ Assistance numerous times for feedback as I was not called by either the emergency vehicle nor Europ Assistance Roadside assistance team. Every time he called they had a different story of where the vehicle is and why he still did not contact me.

Unbeknown to me, I was standing in a very dangerous and high crime area and there had already been 3 burglaries reported in the businesses around us, as per the neighbourhood watch vehicles passing us and requesting why we were standing there that time of the morning? Needless to say, after a lot of phone calls requesting feedback, update or the details of the emergency vehicle, the tow truck guy shows up just before 2 o'clock that morning saying he was given a different address by Europ Assistance??

By then the people from the neighbour watch team had assisted us with an inspection of the vehicle and tire change.

I sent an email to my Insurer, Integrisure, complaining about the bad service I had received, who then requested an investigation and feedback/response from Europ Assistance.

Since then, I have sent emails requested feedback but to date we have received no response from Europ Assistance regarding this matter.