Why bother insure?

I have comprehensive personal vehicle insurance with FNB. As a Private Client I decided it a good idea to maintain the relationship beyond banking since they had also, through Wesbank, handled my vehicle purchase. For the first time in my life I suffered a mechanical / electrical failure and called FNB to assist. For 15 minutes I was told I had no policy for the vehicle to the point I doubted myself and called my other insurer (PPS) thinking I must be mistaken. Some 30 minutes later after insisting to my other insurer they were mistaken I received a call back from FNB and the lady identified herself and said FNB were prepared to cover the claim. She did not say they had discovered their error; only they would cover the claim. I was stressed, on the phone to my other insurer, and thanked her with gratitude but assured her I must have been mistaken and was on a call with my other insurer. Some minutes later my other insurer confirmed I’d moved my personal insurance from them to FNB. I then called FNB back, explained the background, and asked for the matter to be addressed. My wife and I were stranded and in accordance with my policy required car hire and the vehicle towed. The above took some 90 minutes. I am yet to receive information on the tow. I have been informed the policy only covers car hire should the vehicle be in an accident. Vehicle failure, irrespective of whether the occupants are stranded, is not covered. I am to remain at the vehicle until a tow arrives.

And here the kicker - I am to provide a destination for the tow within 100km round trip of my location.

It is now getting dark. I was assured a call back 30 minutes ago. I was assured the tow was on its way (10 minutes was stated).

Insurance is there for situations that are out of our control. This does not meet that minimum standard.