Disappointed by ABSA idirect insurance

On monday my car broke down even though I was stressed out by that but I knew the cost of towing will not be an issue because I do have insurance. So I called(time 09:40) them; Godfrey answered, I informed him of my situation and he called stating that the tow truck is on it way. So I waited, by 10:30 I decided to call again, he said the tow truck company said that they have taken the vehicle(without confirming with me as the client) but that was not the case, he stated that he will call them or try another towing company. 40min passed with NO UPDATES! So I called again this time I spoke to Karabo explaining my situation, she said she will get back to me. Another 40min passed, I called again this time I spoke to an indian lady (Sani or something I cant remember), I requested to speak with Godfrey she said he was busy but they are dealing my case. I was stuck on the road up to 15:30 more than 5 hours, I was going crazy!, thank God I was not travelling with my 1yr old son as I usually do. This insurance company disappointed me so much. Ever since I bought my car in 2016 I have used this insurance and never needed to claim because I m an experienced driver to think that I would be treated in a better way because I'm not even a claiming client. That was a dodge place; my vehicle and myself was in danger! They stated that if I can get my own tow vehicle that they wil be able to pay a limited amount of R650 meaning if I am charged more it will be out of my own pocket, so if I ever go through a situation like this again very far from home I will be almost as similar to someone with no insurane cause you are lucky if a towtruck charges you less than R1500. Ayi this was really disappointing ABSA idirect insurance.