Putrit service unreliable insurance

I had a flat tyre, Saturday , I am covered with Budget insurance _ Comprehensive cover which entails break down assist. This happened along the R44 Stellenbosch. My son and daughter was accompanying me. I contact my insurance reassuring them to not panic as we felt quite unsafe. I contact budge only to be told that I do not have road assist and I need to pay cash upfront for assistance to be towed. They told me they couldn't access my policy to confirm that I did have this benefit , however upon joining and reason for joining insurance is to have tow and emergency assist benefit. I spent 30 minutes on the line lodging my complaint I then was transferred to someone who told me they will provide a email address for my complaint, in other words this is just another complaint, irrelevant. We may be out of danger now but , things could have been worse. There is no reassurance from Budget insurance, its all about the money, and its in the past so why bother to take me and my complaint seriously.