Cartrack didnt respond hijacking incident

I nearly got hijacked on Friday 29 April 2022, the guys pulled up in front of my car with a gun asking me to open the car I immediately pressed a panic button and drove over the red robot my car was crushed on the side by a towbar of a bakkie but I managed to get away, Cartrack never responded even though I pressed a panic button now Im trying to cancel the contract I'm told I have to pay R2500, first of all contractual obligations are to be met by both parties which is Me and Cartrack, I pay my premiums fully every month without fail and Cartrack has to ensure that they respond or give me service whenever I need it but in this case Cartrack did not respond when I almost go hijacked so basically breached the contract I don't see why I should pay them when they didnt give service that I fully pay for every month.