Lack of competence

I have had a Discovery Insure car plan (third party) for 3 years now . I have never had a problem till today, I called your road assistance department to request assistance as my vehicle broke down and needs towing and one of your consultant told me that my plan doesn't have that benefit since it's only third party, I told him that I have made this request twice already and received assistance, he simply said the two previous consultants failed to recognize it. This is unacceptable I'm extremely disappointed.