Shocking customer service

I had the worst experience. Actually disgusting that a paying client had to experience this . I have full comprehensive insurance with budget and had a vehicle break down and needed roadside assist which I was suppose to be covered for. When I called them to request a tow truck I was told sorry you are not covered for that and that I must pay R1250 out of pocket for a tow truck they could also not tell me why I was not covered as that department was close as it was a Saturday and that I must call back on Monday to see why I'm not covered. Being stuck and abandon by my insurance I asked the lady from budget to please organize the tow truck and I will pay as I had no other option. It took the tow truck over an hour to get to me after multiple calls back to budget to find out where the driver is from (first help) . After all that has I contacted budget back on Monday to find out why I was not able to be helped with getting towed only to find out that some *********** person had removed that part of my cover without my consent and agknowlegment and that it was a fault on there side, after sending them proof that I payed for the tow truck out of my own pocket it took them a whole month to eventually refund me. And sometime between this process I get a message to say my premium is going to increase. Please recondiser when looking for insurance as this was one of the worst experiences with a company I have ever had to deal with truly unacceptable.