pay but no service

A few weeks ago our car broke down because of a water pipe leaking..the water pipe was old and started rusting this caused the pipe to leak and therefore the water tank was empty and the car overheated...we called dial direct and they encouraged us to go to a repair shop...we did exactly that and they fixed the car..after they fixed the car we spoke to about 10 people in a matter of one week...everybody transferred us to another person or said they will call us back...in the end no one called back so we just paid the full amount of R2471.12 ourselves and thought we'll just ask that they reimburse us..when we send the quote to them they called us and said our claim has been rejected because they do not cover pipes.. I find this unacceptable because if they do not cover pipes they shouldn't have encouraged us to go to a repair shop and I would have fixed it myself saving 2000 rand...they also said they are not going to reimburse us for the towing because our claim has been declined and therefore we can not claim the towing...nowhere in my policy does it state you can't claim towing if your claim has been rejected...the policy wasn't well constructed. Dialdirect has really bad service