Non existence of service from budget assist line

Good morning, I would like to bring to your attention how I am completely disgusted and dissatisfied to say the least , I was so upset and disappointed I had planned a beautiful weekend getaway with family at Drakensberg while traveling on r617 ,potholes damaged both my tyres ,the service consultant from the budget assist line showed no empathy that we are now stranded on the r617 kilometres away from any help at 7pm and we were fearful for our lives as a lot of crimes happen in that vicinity , she didn't communicate with empathy, care or compassion , I had to call back 3 times and had to ask her if she followed the guidlines of contacting the metropolitan police services, traffic department to my utter disbelief her response was sharp and blunt I can't get ahold of boston police please keep waiting as there is not much i can do from my end as i am stranded ,furthermore the consultant didn't contact emergency service like the metropolitan police to inform that my vehicle is now stranded, she had no empathy at every interaction as I called 3 times and she didn't call me back to check if I reached my destination safely all she did was give me an ultimatum that I can't go to my destination the vehicle will be towed to the nearest assessment centre which was Pietermaritzburg which is approx 70km from where i was stranded which is unbelievable costly given the fact that the consultant stated i would need to pay for the cost to take my family and myself to drakensberg from pmb assessment centre and i would pay an additional amount for the luggage to be delivered to my destination ,why am I paying insurance??? What is the use of comprehensive insurance if it is not comprehensive as when the sales representative sold me this policy they paint a fantastic picture of the benefits and suddenly when the need arises ,it's not reality.

On the stages where the sales representative is selling one the Insurance package they promise the world on behalf of the company, sir don't worry in the even of a breakdown we are a call away, a call away from what?? Non existence.

To my knowledge I pay a premium as in these events il get treated with care and efficient of the company but to my disappointment this was not the case,

As I didn't get a call to see if my family and I reached our destination safely, this is unacceptable.