No sense of Urgency and minimal communication during breakdown

I always thought that 1st for woman cares about people during breakdowns and they would respond with a sense of urgency. I must say I am so disappointed with the kind of service I received on Saturday evening. For what I experienced this has led me to cancel my insurance with 1st for women. It's just unfortunate I can't reverse the debit order but definitely next year January my car won't be covered by 1st for woman.

So around 10pm on A rainy stormy Saturday I hit a pothole and I got an instant tyre burst. Mind you the area is quite scary and there are plots and its windy and raining and its at night. I parked on the side of the road and pressed the panic button and it said a consultant will be in touch . 5min later I decided to call the call centre and request road side assistance and I was being helped i 2min later I recieved a call from the panic nutton alert. So i hung up and started communicating with the consultant who called from the panic alert. She was able to assist me so far and asked if I felt safe. I told her I was not safe so she said she will send security. Fine than she said she is transferring my call to the breakdown Depart and they will come and assisst me. I than spoke with Dumisani . And he kept asking questiins like what's my exact location but I asked him if he didn't get it from the app because I don't know the exact place I was at. So he said I should send him a whatsapp with my location and say attention Dumisani. And he will call be back. So I sent the whatsapp and I see that 10minutes passes and he has not called. So I buy airtime and called 1st for woman again and I asked why haven't anyone called me because I am scared and frustrated. I was then transferred to Breakdown Depart so that I can talk with dumisani . But my airtime finished while still waiting on the line . The security arrived atleast 20min after they were dispatched. I felt a bit safe. But Dumisani had not called we waited for 10min until the security decided to change the Tyre for me. I don't know if It was worse than a punched Tyre. Than I would wait for the breakdown department for hours before they come. As I was driving home at 23:17 I received an SMS saying the assistant provider is on the way , a little to late. What I hated from this was lack of communication and sense of urgency from the consultant Dumisani. Thank you for your service but I am done with First for woman I don't want to find my self in a similar situation where I have to call back and ask why am I not being called back for assistance with towing. That's very unfair considering that I pay for insurance faithfully hoping that I won't have to be frustrated.