No service rended to us as clients of dialdirect

Policy number: *** I am so disappointed with the poor service we have received from Dialdirect. Yesterday my dads car broke down middle of the road (mind you his in his 80s)0 and we contacted dialdirect to request for assistance towing the car back home. This happend around 3 in the afternoon. We were told a tow truck will be dispatched and till today no contact from DIALDIRECT and we had to pay from our own pocket for the tow truck and it doesn't come cheap. We are definitely disappointed and I think we need to find a new insurance.