Unhelpful customer care

My car broke down in a different province and was towed to the nearest dealership and I asked for assistance with courtesy car which is part of my benefits and I was told by Vanessa the agent it’s Saturday their claims department is closed and she’ll escalate to her manager and feedback will be provided soon. No one came back to me to give me feedback or what I should do , stranded in a different province with no car to get around or go back to my house. How do you provide emergency help and tell clients on weekends we can’t help you as if emergencies inform anyone about the days of the week ? What type of process is this ? Shouldn’t you have people on standby on weekends to help clients swiftly to authorise what needs to be authorised for such dire situations ?