Pathetic service

To whom ever it may concern,

I am writing this with a heavy heart,last week Friday I found my self and my loved ones crying for our dear lives when we hit a spike in the free way at around 08:45pm,we pressed the panic button for the absa activate insurance so that we could get roadside assistance,there was no response from my insurance,I then called into the call center to my surprise I didn't even have to hold for a second,I thought the delayed response to the panic button must have been due to the high call volume,but no not at all,I then logged a call and informed the lady,if I recall well she said her name is Neo that we are not safe we need urgent assistance and if they could urgently call the police because we were not safe,it was in the middle of the freeway at night and it was really dark,she spoke to my husband who reiterated that we were not safe and she asked for my location,I sent to her while I was with her on the line,she confirmed she received the location and she would expedite, I never heard from her or anyone from the insurance, exactly an hour later from the call we were attacked,my husband was assaulted these 2 men came from nowhere and took out their guns on us asked us to get off the car,took our money, wallets jewellery and fones and clothes, they were there for approximately 20minutes and the police only arrived 1hour 30 minutes later from the call made,I am horrified and disgusted with the kind of service I received from my insurance,I pressed the panic button this morning and they called within 5 minutes what happened last week Friday when myself and my loved ones were desperate on the road and not even a single follow up call from my insurance with any updates I need answers and some one should be held responsible because lives could have been lost