7 year no claim, uninterrupted cover client

I opted into Cartrack in the year 2017. I covered two of my vehicles with them. Months later of me being happy with their service I opted for the additional covers i.e.: Roadside assistance, medical emergency etc. at a higher premium of course.

For the past 7 years I've only requested towing on 3 occasions. 1 for one vehicle and twice for the other vehicle. No hassles everything went smoothly. Today, unfortunately one of my vehicles have broken down in a high-risk area the time is 19:30pm. I contacted Cartrack to assist tow the vehicle home to a place of safety which is less than 20kms from the breakdown. Today, I am being told that vehicle is not covered for towing, how when the additional cover was taken on the same day for both vehicles?! how when I have utilized the service before?!

We are sitting right now in the dark, destitute and hopeless. I've made numerous calls to them, initially spoke to Michael who said the request has been logged and that the towing people would call me back. 30min later of no call I had to call back again and I was put through to Rebecca who now changed the story and told me that the vehicle is not covered for towing. I asked her how when the very same vehicle in question has been towed before she opted to transfer me to the claims department upon me requesting to speak to a manager and supervisor, seeing as I was getting no joy from liaising with her. She informed me none of the manager nor supervisors are at work at the moment. She then transferred me to Rochelle (all this with my airtime) upon explaining the situation to her as well she hung up the call on me.

As I write this review, I am sitting in a broken car with a 2year old asthmatic toddler and my elderly mother, hopeless on what our next move should be while fearing for our safety at the same time.

I am highly disappointed in the treatment I have received from Cartrack or its agents. After 7years of straight uninterrupted cover without any missed payments I will definitely be cancelling my services tomorrow with immediate effect, should we make it back home safely that is. Words cannot begin to describe what I am feeling and going through right now.