CHARGED R800 FOR TOWING YET I HAVE COMPREHENSIVE

I called to request towing assistance as my vehicle is needs to have the clutch replaced and its not moving. After being on a call for over 20 minutes with one lady in roadside as she could not pick up my policy despite me giving her my policy number vehicle registration number and ID number! she still could not pick up my policy - this is a serious concern. what is even more concerning is getting a call late last night aroung 20:00 pm from a different lady in the roadside division to say the towing costs for my vehicle will be R2800 and i'll be liable to pay R800 and they will cover R2000. What madness is this when I have comprehensive cover and towing assistance is covered as per my policy? FNB insurance brokers is a joke. my vehicle needs to be towed today and I still havent received a call to resolve this. I am waiting and I want a manager to call me and specify this clause under my policy. mind you i've never received my policy documents either. I expect service is this too much to ask?