no one called to tow car away

I called Discovery Insure on the 19 September as I had a technical fault with my car and required assistance in towing it to a garage to have it looked at. I was informed that during the course of the day I would receive a phone call from Mmabatho Auto to make an arrangement to come and pick the car up. Up till now I have received no call from them. I'm astonished that as a client who pays their dues every month to Discovery Insure, I'm being treated like this.