Fail to deliver

The car broke down..and we are trying to contact innovation group but guess what ? The automated answer machine say they only open on mon to Fri..but they didn't provide emergency number where stranded customer can reach them..so now how am I going to get assistance..the car need to be towed and we need courtesy/hired car as is some of the benefits they claim they offer...we don't miss any premiums but when is their turn to deliver the service they don't...is that fair..is this how you treat your customers