Budget does not care for its loyal customers

I am very disappointed in Budget. I took out a car insurance in 2006, policy number: ***. This morning(28/02/2022) at 8:45 I phoned them requesting road side assistance as my car would not start. All they keep telling me is my car is not covered for road assist. Since 2006 my car has had comprehensive cover including road assist!!!! Who changed my policy without my consent???? In November 2019 when I had the same problem, I called for road assist, and my car was towed without any problems. I have spoken to 6 people today and I have all their names. The worst service I received was from “Mafudi” who promised to call me back in 5 minutes; 6 hours later he still has not called. For 16 years I’ve been a loyal budget customer, to say I’m very disappointed at your service, is putting it mildly. I need this escalated as my mechanic is waiting for this car so that we can find out what the problem is.