Budget Tyre and Rim Cover...

Budget insurance is not as reliable as make out to be, today I must have spoken to 6/7 consultants and none seems to know how to assist me... They promised to call me back and they haven't, I'm now stuck in a car with a flat tyre of which I'm going to get in 3 days if the claim is approved and now they tell me I might have to pay access for the tyre replacement, info I wasn't told when I signed up for the tyre and rim cover... I'm so frustrated and now I don't know whether I will be towed or not... I haven't recieved any SMSes with regards to road side assistance nor with the tyre replacement...