Bad customer service

I got stuck in the mud and I called the insurer to tow my and the consultant told me that they said they can't assist me because their tow truck wull also stuck in the mud. I then claimed fir damages and Moipone was assigned to assist me but to my supprice I am the one who's always checking on the progress. I sent her an email 2 weeks ago and I have never received any response. I called the insurer to cancel the policy but I was told it's only done by Discovery insure brokers. I spoke to the broker who confirmed that he listened to the voice recording wnhere I was told that there's no excess to be paid on my claims. The same broker called back ti inform me that he's going check the voice recording again for confirmation of the car hire. It's almost Thursday and since he called me on Monday 6th June 2022 he never got back to me. What type if customer service is this, I am totally disappointed.