Roadside Assistance Extra Charges

I am loyal customer for Budget insurance for years now but the business is failing to give me feedback on the towing services requested 20th December 2017. My vehicle had a mechanical breakdown at Grassmere tollgate in JHB & requested Budget insurance to assist with towing to VW Roodepoort. I was shocked to be told servives will cost R475 either by EFT or cash for the extra kilometers by a lady name of Annebelle Moema. I agreed to pay the R475 because I was desperate for the services as it was getting later, it was no longer safe. I paid the R475 to the driver for A1 Assist name of Elia.Is the roadside assistance not for free to Budget customers & worse in this case vehicle was being town to near place VW Roodepoort. Nothing has been mentioned on the policy that there is terms n conditions on the towing services because budget have used this their marketing strategy. A1 assist did not even provide me with a receipt for the R475 paid, they are busy transfering my call left n right until I get this Lady who told me according to their system was suppose to pay only R300. Who is fooling who here. budget is not available for comment either. I phoned them several times last time whole of last week until it hangup & I am taking this matter further with Ombudsman. I need my refund of R475 back